Manager, Customer Services (Transformation and Business Planning)

CTF Life; Hong Kong; On-site; HKD 700,000 - 1,100,000; Full time

Job summary

CTF Life is seeking a seasoned transformation and business analysis professional to drive customer service operations initiatives in Hong Kong. You will translate strategy into practical roadmaps, business cases and implementation plans, enhancing customer experience and operational efficiency across the organization.

Ideal candidates have 5+ years in transformation, PMO or consulting, strong stakeholder skills, and familiarity with operating models and digital technologies.

Qualifications

• Bachelor’s degree or above in a related discipline.
• Minimum 5 years’ experience in business analysis, transformation, PMO, project management or consulting.
• Translate strategy into roadmaps, business cases and measurable outcomes.
• Strong analytical and facilitation skills with stakeholder management.
• Knowledge of operating model design and customer journey optimisation.
• Exposure to AI, automation or digital transformation is advantageous.
• Professional qualifications such as PMP, CBAP, Agile or Lean Six Sigma are a plus.
• Excellent written and verbal communication in English and Chinese.

Responsibilities

• Develop transformation initiatives, business cases, project charters, funding justifications and implementation roadmaps.
• Conduct analysis, benchmarking, cost-benefit assessment and option evaluation to support management decisions.
• Facilitate requirement gathering, document business requirements, process flows and future-state operating models.
• Coordinate project planning, progress tracking, risk and issue management, UAT, business sign-off and change readiness activities.
• Work closely with internal stakeholders, vendors and implementation partners to ensure smooth delivery.
• Identify opportunities to apply AI, automation and digital solutions to improve customer experience and operational efficiency.

Skills

Analytical skills

Problem solving

Stakeholder management

Facilitation

Education

Bachelor’s degree or above

Job description

What the Role Is ?

In this role, you will support the Customer Service Operations transformation agenda by turning strategic priorities into practical initiatives, business cases and implementation plans that enhance customer experience and operational efficiency.

• Develop transformation initiatives, business cases, project charters, funding justifications and implementation roadmaps.
• Conduct analysis, benchmarking, cost-benefit assessment and option evaluation to support management decisions.
• Facilitate requirement gathering, document business requirements, process flows and future-state operating models.
• Coordinate project planning, progress tracking, risk and issue management, UAT, business sign-off and change readiness activities.
• Work closely with internal stakeholders, vendors and implementation partners to ensure smooth delivery.
• Identify opportunities to apply AI, automation and digital solutions to improve customer experience and operational efficiency.

What We Look For ?

• Bachelor’s degree or above in Business Administration, Information Systems, Engineering or a related discipline.
• Minimum 5 years’ relevant experience in business analysis, transformation, PMO, project management, process improvement or consulting, preferably in insurance, financial services or InsurTech.
• Proven ability to translate strategy into practical roadmaps, business cases and measurable outcomes.
• Strong analytical, problem-solving, stakeholder management and facilitation skills.
• Knowledge of operating model design, customer journey optimisation, process improvement and change management.
• Exposure to AI, automation, digital transformation or emerging technologies would be an advantage.
• Professional qualifications such as PMP, CBAP, Agile or Lean Six Sigma would be an advantage.
• Excellent written and verbal communication skills in English and Chinese.
• Candidates with less experience but strong potential may be considered for appointment as Assistant Manager.