Responsibilities
- Manage and prioritize incidents, ensuring timely resolution and preparation of bi-weekly incident reports to reduce business impact.
- Lead end-to-end incident and production defect resolution across business and technology teams.
- Coordinate root cause analysis and define both immediate fixes and long-term corrective actions.
- Assess business impact and partner with Operations and IT teams on remediation plans.
- Drive interim solutions and workarounds to minimize service disruption before permanent fixes are delivered.
- Oversee quality control activities for incident fixes, including RCA validation, testing reviews, and implementation verification.
- Facilitate incident governance meetings and provide regular updates to key stakeholders.
- Manage customer and agent remediation activities, including incident communications where required.
- Escalate critical incidents to senior management, risk, and compliance teams as appropriate.
- Identify process improvement opportunities and lead enhancements to strengthen operational efficiency and data quality.
- Ensure compliance with regulatory requirements and reporting obligations, including Levy, CRS, FATCA, and data retention.
- Gather operational challenges and business needs, influencing stakeholders to drive sustainable solutions.
- Support and mentor team members while fostering collaboration, accountability, and continuous improvement.
Requirements
- Bachelor's degree or above from a recognized university.
- Minimum 7 years of experience within the Insurance or Financial Services sector, ideally covering Business Analysis, Incident Management, or Project Management functions.
- Strong experience in analyzing and interpreting large datasets to support business decisions and issue resolution.
- Demonstrated analytical thinking, problem-solving capabilities, and a structured approach to managing complex situations.
- Hands-on experience in gathering business requirements, preparing functional specifications, and managing UAT and implementation validation activities.
- Excellent stakeholder management, presentation, and influencing skills.
- Strong written and verbal communication skills, with the ability to engage effectively across all organizational levels
"Sanderson-iKas" is the brand name for the following companies incorporated in Hong Kong: Sanderson Solutions International (Hong Kong) Limited (Business Registration no.53741924) and iKas International (Asia) Limited (Business Registration no.39818987)
Website: www.sanderson-ikas.hk
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