Insurance Incident & Operations Manager

Ikas International (Asia) Limited; Hong Kong Island; On-site; HKD 600,000 - 900,000; Full time

Job summary

Sanderson-iKas, a leading provider in Hong Kong's financial services sector, is seeking an Insurance - BA Manager/Assistant Manager (Operation). You will oversee incident management, production defects, and end-to-end resolution across business and technology teams.

You will drive root cause analysis, governance, RCA validation, and senior stakeholder updates, while ensuring data quality, regulatory compliance, and timely remediation in a fast-paced environment.

Qualifications

• 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

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.

Skills

Business Analysis

Incident Management

Project Management

Data Analysis

Stakeholder Management

Communication Skills

UAT

Education

Bachelor's degree

Job description

Sanderson-iKas, a leading provider in Hong Kong's financial services sector, is seeking an Insurance - BA Manager/Assistant Manager (Operation). You will oversee incident management, production defects, and end-to-end resolution across business and technology teams.

You will drive root cause analysis, governance, RCA validation, and senior stakeholder updates, while ensuring data quality, regulatory compliance, and timely remediation in a fast-paced environment.