Job description
The right calibre will play a key role in strengthening the insurance L&H operations by managing incident workflows, enhancing end‑to‑end processes, and supporting system solutions that drive operational efficiency. This position acts as a critical bridge between claims teams, technology partners, and vendors to ensure timely issue resolution, workflow optimisation, and continuous improvement. The role is essential in enabling a stable, efficient, and customer‑centric environment.
Key Responsibilities
Key Responsibilities
- Lead and manage incident management initiatives to ensure timely resolution of production incidents and minimal business impact
- Oversee the end‑to‑end incident lifecycle, including incident intake, coordination, escalation, resolution, and closure
- Establish, enhance, and maintain incident management processes, controls, and governance frameworks
- Coordinate across application support, infrastructure, cybersecurity, and business teams during major incidents
- Ensure incident handling aligns with defined SLAs, escalation protocols, and regulatory expectations
- Drive root cause analysis (RCA) for major and recurring incidents and track remediation actions to completion
- Facilitate post‑incident reviews and continuous improvement initiatives
- Monitor incident trends, risk indicators, and service performance to improve system resilience
- Provide clear and structured reporting on incidents, risks, and remediation progress to IT and business leadership
- Support alignment with IT governance, audit, and regulatory requirements
- Manage third‑party vendors involved in incident resolution and production support
- Identify and implement opportunities to improve operational stability and service quality
- Support critical incidents outside normal office hours when required
- Bachelor’s degree in Business, Information Systems, Insurance, or related discipline.
- 5+ years of experience in Life & Health insurance operations, claims management, business analysis, or solution delivery.
- Strong understanding of life or general insurance claims processes, workflows, and system logic.
- Hands‑on experience in incident management, workflow tools, or claims platforms.
- Solid analytical and problem‑solving skills with the ability to manage multiple priorities.
- Strong communication and stakeholder management skills across business and technical teams.
- Experience with digital transformation, automation tools, or workflow engines is an advantage.0
- Familiarity with regulatory requirements and operational risk management in insurance.
- Solid understanding of project governance, delivery lifecycle, and business change management practices.
- Experience working with both business and technology stakeholders in large-scale transformation initiatives.
- Strong written and verbal communication skills in English. Proficiency in Cantonese and/or Mandarin would be an advantage.
