Assistant Manager, Operations Solutions
About the role
Administers the installation of assigned accounts, including structure and billing set up, eligibility collection, database loading, ID cards, and preparation of plan materials such as administrative documents and customer education materials. Provides support to assigned accounts by responding to inquiries or resolving complex issues using independent judgment and discretion. May act as a Technical Coach, providing desk-level coaching and identifying opportunities aimed at improving overall operational performance. Completes day-to-day Account Installation tasks without immediate supervision, but has ready access to advice from more experienced team members.
Key responsibilities
Lead end-to-end delivery of operational and system implementation initiatives
Drive requirement gathering, business analysis, process design, solution assessment, and user acceptance testing (UAT)
Ensure business requirements are aligned with operational principles, regulatory requirements, and customer experience objectives
Identify process improvement opportunities and recommend practical solutions to optimize service delivery
Facilitate stakeholder discussions to capture business requirements
Review and challenge solution designs to ensure completeness, operational feasibility, and scalability
Prepare and maintain business requirement documents, process flows, gap analyses, and operational procedures
Develop operational readiness plans for new products, system implementations, and business initiatives
Coordinate training, communication, procedure updates, and post-implementation support
Drive smooth transition from project implementation to BAU operations
About you
Degree holder, preferably with insurance-related qualifications, e.g. LOMA, FLMI, ICA
At least 4 years' experience in project management/insurance fields
Proven track record of working with IT, vendors and stakeholders on product development, developing user requirements and test cases for system, and conducting UAT
Proficiency in Microsoft Excel with analytical mindset
Frequent user of Microsoft PowerPoint with confidence to present ideas visually and verbally
Good team player, able to work independently and under pressure in a fast-paced environment
Strong analytical and problem solving skills with customer centricity mindset
Deep understanding of insurance products and operations, able to translate complex requirements into practical solutions
Excellent interpersonal, communication and influencing skills
Cantonese speaker with good command of both English and Chinese