Incident Resolution Manager (Insurance)

Hong Kong Job Consulting; Hong Kong Island; On-site; HKD 600,000 - 900,000; Full time

Job summary

Optimum Solutions (Hong Kong) Limited in Kowloon City seeks a Resolutions Manager to own incident resolution end-to-end, manage priorities across multiple incidents, and drive fixes until closure with biweekly reporting.

You will lead root cause analysis, communicate with Operations and IT, coordinate UAT/IVT, and ensure remediation actions meet regulatory and business needs.

Qualifications

• University graduate or above.
• 7+ years' experience in insurance or financial services with business analysis or project management.
• Proven track record in large-volume data analysis.

Responsibilities

• Own incident resolution end-to-end across multiple incidents and drive fixes to closure.
• Lead root cause analysis and agree remediation actions with Operations and IT.
• Keep stakeholders informed; host incident meetings and draft communications.
• Turn incidents into improvements through business process analysis and data management.

Skills

Incident management

Business analysis

Data analysis

Root cause analysis

Stakeholder communication

UAT & IVT coordination

Education

Bachelor's degree

Job description

Own incident resolution end-to-end — manage multiple concurrent incidents, set priorities, drive workaround and fix until closure, and issue a biweekly incident report.

Fix the root cause, not just the symptom — lead root cause and impact analysis, agree remediation actions with Operations and IT, and quality-check fixes (RCA, URT review, BVT).

Keep everyone informed — host incident meetings, report status to all stakeholders, draft communication to impacted customers and agents, and "escalate" to executive management, Operational Risk and Compliance when required.

Turn incidents into improvements — lead business process analysis and redesign at a complex level, focused on quality and data management, partnering with stakeholders to ensure system enhancements address the issues identified.

Lead regulatory reporting and the team — handle Levy, CRS, FATCA and data retention reporting; capture operational needs and influence decisions across diverse audiences; coach peers and hold the team accountable for results.

Requirements

• University graduate or above
• 7+ years' experience in the insurance or financial services industry, with a focus on business analysis or project management
• Proven track record in large-volume data analysis
• Strong analytical and problem-solving skills; organized, structured and assertive
• Experience in specifying user requirements and managing User Acceptance Testing (UAT) and Implementation Verification Tests (IVT)
• Strong interpersonal and presentation skills
• Excellent verbal and written communication skills

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Your application will include the following questions:

• Which of the following statements best describes your right to work in Hong Kong?
• What's your expected monthly basic salary?
• How many years' experience do you have as a Resolutions Manager?
• What is your highest level of education?

Optimum Solutions (Hong Kong) Limited

Kowloon City, Kowloon City District, HK

1d ago