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

Oversee the full lifecycle of incident workflow management for insurance operation systems and related platforms.
Lead incident triage, impact assessment, prioritization, and coordination of resolution activities.
Ensure timely communication with claims operations, IT, and business stakeholders.
Maintain incident dashboards, documentation, and post‑incident reviews to prevent recurrence.
Drive continuous improvement in workflow efficiency, turnaround time, and service quality.
Oversee claims system performance, resolve defects, and ensure smooth daily operations.
Translate business needs into system requirements and support enhancements, testing, and production rollout.
Analyse and improve claims workflows to enhance efficiency, accuracy, and customer experience.
Drive process re‑engineering and digital initiatives such as automation, workflow tools, and straight‑through processing.
Collaborate with claims operations, IT, and vendors to ensure timely delivery and SLA compliance.
Maintain governance, documentation, and compliance with regulatory and operational standards.
Support change management, user adoption, and continuous improvement across claims operations.

Qualifications & Experience

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.
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.

If you believe this role aligns with your experience and aspirations, please click ‘Apply Now’ to submit your CV. For a confidential conversation, you may reach out directly to Helen Fong at Capta.mKindly note that only shortlisted applicants will be contacted.