Job description

Our client is a leading insurance institution in Hong Kong committed to delivering excellence in customer service and digital operations. In this role, you will be a key pillar in maintaining operational resilience, resolving critical production incidents, and driving continuous quality improvements across our core insurance workflows.

Responsibilities

Lead and manage multiple operational incidents end-to-end; incident reports and prioritize resolutions to minimize business impact.
Drive cross-functional root cause analysis, facilitate short-term and long-term solutions, and agree on remediation actions with Operations and IT teams.
Facilitate immediate workarounds prior to permanent fixes, and oversee QC control on incident fixes (including URT reviews and BVT).
Host incident meetings, keep executive management informed, escalate to risk/compliance when necessary, and manage remediation communication for impacted customers and agents.
Conduct complex business process analysis to design system enhancements, and oversee regulatory reporting requirements (e.g., FATCA, Data Retention).
Provide guidance and mentorship to team members, champion data-driven problem-solving, and hold the team accountable for high-quality delivery.

Qualifications

University Graduate or above in Business Administration, Information Systems, or a related discipline.
6+ years of solid experience within the Insurance, with a strong focus on business analysis, operational risk, or project management.
Proven track record in large-volume data analysis and complex process design.
Strong analytical, problem-solving, and structured thinking abilities.
Experience in specifying user requirements, managing User Acceptance Testing (UAT), and Implementation Verification Tests (IVT).
Assertive, highly organized, and capable of handling high-pressure incident environments
Exceptional interpersonal, presentation, and stakeholder management skills.
Strong analytical and problem-solving abilities with a keen attention to detail.
Fluency in English and Cantonese (Mandarin is a plus).
Immediate availability or a short notice period is highly preferred.

If you believe you have the right skills, attitude and experience, please click 'apply now' below and upload your resume. Alternatively, for a confidential chat, please contact Helen Fong by applying directly to email hfong@captarpartners.com. Please note that only shortlisted candidates will be notified.