Business Solution Manager (Incident Management)

AXA Hong Kong and Macau; Hong Kong; On-site; HKD 600,000 - 900,000; Full time

Job summary

AXA Hong Kong and Macau is seeking a Business Solution Manager (Incident Management) to lead and coordinate end-to-end incident handling across operations and IT. You will drive root-cause analysis, define remediation actions, and communicate outcomes to stakeholders to minimize impact.

The role requires strong analytical skills, experience in requirements gathering and UAT/IVT, and excellent communication. Based in Hong Kong with an emphasis on collaboration and process improvements.

Qualifications

• Strong analytical and problem-solving skills.
• Experience in specifying user requirements and managing UAT & IVT.
• Excellent verbal and written communication.
• Strong interpersonal and presentation skills.
• Insurance/Financial services experience is preferred.

Responsibilities

• Lead and drive end-to-end incident management and root-cause analysis.
• Coordinate cross-functional teams to resolve incidents with timely communication.
• Design business process changes to improve quality and data management.
• Handle regulatory reporting and data retention related to incidents.
• Provide leadership and accountability within the team.

Skills

Analytical thinking

Problem solving

Stakeholder management

Requirements gathering

Presentation skills

Education

University Graduate or above

Job description

Business Solution Manager (Incident Management)

AXA Hong Kong and Macau is a member of the AXA Group, a leading global insurer with presence in 52 markets and serving 92 million customers worldwide. Our purpose is to act for human progress by protecting what matters.

As one of the most diversified insurers in Hong Kong, we offer integrated solutions across Life, Health and General Insurance. We are the largest General Insurance provider and a major Health and Employee Benefits provider. Our aim is to not only be the insurer to provide comprehensive protection to our customers, but also a holistic partner to the individuals, businesses and community we serve. At the core of our service commitment is continuous product & service innovation and customer experience enrichment, which is achieved through actively listening to our customers' needs and leveraging and investing in technology and digital transformation.

We embrace our responsibility to be a driving force against climate change and a force for good to create shared value for our community. We are proud to be the first to address the importance of mental health through different products and services and thought leading iconic research. Our overall Sustainability Strategy, with emphasis on climate strategy and biodiversity commitment, is developed based on TCFD recommendations. We are committed to integrating environmental, social and governance factors across our business and strive to contribute to a sustainable future through 3 distinct roles - as an investor, an insurer and an exemplary company.

AXA is an equal opportunity employer. We are committed to promoting Inclusion and Diversity (I&D) by creating a work environment where all employees are treated with dignity, respect, and where individual differences are valued. We welcome and treasure diverse profiles to join our big family, and to build an inclusive culture together which allows everyone to maximise their personal potential.

Our people strategies are designed to enhance employee well-being and professional growth, ultimately empowering them to excel within the company.

Responsibilities:

• Lead and participate in multiple incidents; and produce biweekly incident report; prioritization to ensure efficient and quality resolution to minimize the impact.
• Lead and drive the end-to-end resolution of incidents and production defects that affect operations by:
  • Engage relevant parties in root cause analysis, short-term and long-term solutions definition.
  • Lead and carry out the impact analysis; agree remediation actions with operations and IT.
  • Facilitate and drive immediate workaround before defect fix to minimize impacts.
  • QC control on incident fix including RCA and URT review, BVT etc.
  • Host incident meeting to communicate the incident and provide up-to-date incident handling results to all stakeholders.
  • Manage and drive incident remediation to impacted customers/agents e.g. draft appropriate communication message.
  • Escalate incident to executive management; operation risk and compliance when require.
• For incident enhancement, create and facilitate process design changes by conducting business process analysis and design at a complex level; focusing on quality improvement and data management; and partnering with internal and external customers to ensure systems enhancement requirement can address the issue identified.
• Lead regulatory reporting and handling such as Levy, CRS, FATCA, Data retention, etc.
• Capture operations challenge and needs; utilizing formal and informal communication channels to influence incident meetings and presentations to all types of diverse audiences.
• Provide leadership to team members and peers by collaborating with others; articulating ideas and viewpoints to senior management, peers and others; identifying initiative for enhancement raised from the incident; and holding self and team accountable for results

Qualifications:

• University Graduate or above
• Over 7 years of experience in Insurance/Financial Services Industry, with a focus on business analysis or project management
• Strong analytical and problem-solving skills along with being organized, structured, assertive are required
• Experience in specifying user requirements and managing User Acceptance Testing and Implementation Verification Tests
• Strong interpersonal and presentation skills
• Excellent verbal and written communication skill