Assistant Manager, Business Transformation

aia; Hong Kong Island; On-site; HKD 420,000 - 660,000; Full time

Job summary

Blue Cross is seeking a seasoned Transformation professional to drive customer-focused initiatives across Claims, Underwriting, Policy Administration and Customer Service in Hong Kong. You will own delivery, identify efficiency opportunities, and partner with Operations, Technology and vendors to implement digital, automation and AI-enabled solutions.

The role emphasizes end-to-end process analysis, requirements management, change readiness and measurable benefits, with strong stakeholder

Qualifications

• 3-6 years of experience in Business Transformation, Analysis, or related disciplines.
• Experience in transformation, digitalization or process improvement initiatives.
• Insurance, financial services, healthcare or consulting experience preferred.
• Strong analytical, problem-solving and stakeholder management skills.
• Experience preparing business requirements, process documentation and deliverables.
• Familiarity with Agile delivery, automation, AI, workflow solutions or digital platforms is an advantage.
• Strong presentation and communication skills.
• Proficiency in PowerPoint, Excel and process mapping tools.

Responsibilities

• Act as Product Owner to support transformation across Claims, Underwriting, Policy Admin and Customer Service.
• Identify opportunities to improve operational efficiency via process simplification, digitalization and automation.
• Conduct business analysis and operational assessments to support transformation planning.
• Prepare business cases and recommendations for process improvement initiatives.
• Monitor initiative progress and escalate issues and risks when needed.
• Document current-state processes, customer journeys and workflows.
• Analyze data to identify pain points and improvement opportunities.
• Facilitate workshops to gather requirements and validate designs.
• Support process redesign and adoption of new ways of working.
• Develop future-state process flows and operating procedures.
• Gather and manage business requirements, user stories and specs.
• Collaborate with Operations, Technology and vendors on solution design.
• Participate in testing, UAT planning and defect management.
• Support backlog management and prioritization with stakeholders.
• Ensure delivered solutions meet requirements and outcomes.
• Coordinate project activities and track milestones.
• Prepare project documents, status reports and meeting materials.
• Support stakeholder communications and business readiness activities.
• Assist in training materials and user adoption plans.
• Monitor post-implementation performance and collect feedback.
• Identify suitable AI, GenAI and automation use cases.
• Support implementation and testing of AI-enabled tools.
• Gather user feedback and identify optimization opportunities.
• Track productivity improvements and achieved operational benefits.
• Measure project benefits, efficiency gains and cost savings.
• Prepare dashboards and presenting materials.
• Document outcomes, lessons learned and best practices.
• Build relationships with Operations, Technology and business stakeholders.
• Facilitate workshops to align on objectives.
• Coordinate with vendors and partners on deliverables.
• Provide updates to sponsors and management teams.

Skills

Business Transformation

Business Analysis

Process Improvement

Digital Transformation

Project Management

Agile Delivery

Stakeholder Management

Communication Skills

PowerPoint

Excel

Job description

FIND YOUR 'BETTER' AT Blue Cross

We don’t simply believe in being ‘The Best’. We believe in better - because there’s no limit to how far ‘better’ can take us.

We believe in empowering every one of our people to find their 'better' - in the work they do, the career they build, the life they live and the difference they make. So that together we can support even more people - including our own - to live Healthier, Longer, Better Lives.

If you believe in better, we’d love to hear from you.

About the Role

This role contributes to the delivery of customer outcomes that are reliable, thoughtful, and create meaningful impact for customers and society. The role holder is expected to embed a customer first mindset in all decisions and actions by developing a clear understanding of customer needs, taking end to end ownership to resolve issues, and working collaboratively across teams to continuously enhance the customer journey—both directly and indirectly.

• Support the planning, execution and delivery of business transformation initiatives that improve operational efficiency, customer experience and employee productivity across Blue Cross.
• Partner with Operations, Technology and business stakeholders to identify process improvement opportunities and support the implementation of digital, automation and AI-enabled solutions.
• Assist in translating business requirements into practical solutions and help drive project delivery, user adoption and benefit realization.

Roles and Responsibilities

Support Business and Operations Transformation Initiatives

• Act as Product Owner to support the delivery of business transformation initiatives across Claims, Underwriting, Policy Administration and Customer Service.
• Assist in identifying opportunities to improve operational efficiency through process simplification, digitalization and automation.
• Conduct business analysis and operational assessments to support transformation planning.
• Prepare business cases and recommendations for process improvement initiatives.
• Monitor initiative progress and accelerate issues and risks where appropriate.

Business Process Analysis and Improvement

• Document current-state business processes, customer journeys and operational workflows.
• Analyze operational data and identify pain points, inefficiencies and improvement opportunities.
• Facilitate workshops with business users to gather requirements and validate process designs.
• Support process redesign initiatives and implementation of new ways of working.
• Assist in developing future-state process flows and operating procedures.

Business Requirements Management

• Gather, document and manage business requirements, user stories and functional specifications.
• Work closely with Operations, Technology teams and vendors to support solution design and implementation.
• Participate in solution testing, UAT planning and defect management activities.
• Support backlog management and prioritization activities with project stakeholders.
• Ensure delivered solutions meet business requirements and expected outcomes.

Transformation Project Delivery and Change Management

• Coordinate project activities and track progress against agreed milestones.
• Prepare project documentation, status reports and meeting materials.
• Support stakeholder communication and business readiness activities.
• Assist in developing training materials and user adoption plans.
• Monitor post-implementation performance and collect feedback for continuous improvement.

Support AI and Automation Initiatives

• Assist in identifying suitable use cases for AI, GenAI and automation within operations processes.
• Support the implementation and testing of AI-enabled tools and automation solutions.
• Work with business users to gather feedback and identify optimization opportunities.
• Track and report productivity improvements and operational benefits achieved.

Benefits Tracking and Reporting

• Support the measurement and tracking of project benefits, including efficiency gains, turnaround time improvements and cost savings.
• Prepare management reports, dashboards and presentation materials.
• Maintain documentation of project outcomes, lessons learned and best practices.

Stakeholder Collaboration

• Build effective working relationships with Operations, Technology and business stakeholders.
• Facilitate discussions and workshops to gather requirements and align on project objectives.
• Coordinate with external vendors and implementation partners on project deliverables.
• Provide regular updates to project sponsors and management teams.

Minimum Job Requirements

• 3-6 years of experience in Business Transformation, Business Analysis, Process Improvement, Digital Transformation, Project Management or related disciplines.
• Experience participating in transformation, digitalization or process improvement initiatives.
• Insurance, financial services, healthcare or consulting experience preferred.
• Strong analytical, problem-solving and stakeholder management skills.
• Experience preparing business requirements, process documentation and project deliverables.
• Familiarity with Agile delivery, automation, AI, workflow solutions or digital platforms is an advantage.
• Strong presentation and communication skills.
• Proficiency in PowerPoint, Excel and process mapping tools.

Others

• You are required to acquire the relevant license(s) if your job involves regulated activities

Build a career with us as we help our customers and the community live Healthier, Longer, Better Lives.

You must provide all requested information, including Personal Data, to be considered for this career opportunity. Failure to provide such information may influence the processing and outcome of your application. You are responsible for ensuring that the information you submit is accurate and up-to-date.