Operations Incident Resolution Analyst (Insurance)

Captar Partners Limited; Hong Kong Island; On-site; HKD 900,000 - 1,300,000; Full time

Job summary

Captar Partners Limited in Hong Kong is assisting a leading insurance institution to hire an Operations Incident Resolution Analyst. The role focuses on maintaining operational resilience, resolving critical production incidents, and driving improvements across core insurance workflows.

You will lead end-to-end incident management, coordinate cross-functional teams, perform root cause analysis, and guide remediation actions.

Qualifications

• University degree in business or information systems.
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Responsibilities

• Lead and manage multiple operational incidents end-to-end.
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• Drive cross-functional root cause analysis and remediation actions.
• Facilitate workarounds prior to permanent fixes and oversee QC on fixes.
• Host incident meetings and manage communications with executive management and stakeholders.
• Oversee regulatory reporting requirements (e.g., FATCA, Data Retention).
• Provide guidance and mentorship to team members and promote data-driven problem solving.

Skills

Incident management

Root cause analysis

Stakeholder management

Data analysis

UAT & IVT experience

Problem solving

English & Cantonese

Education

Bachelor's degree in Business Administration

Information Systems degree

Tools

URT reviews

BVT testing

Job description

Operations Incident Resolution Analyst (Insurance)

Our client is aleading insurance institution in Hong Kong committed to delivering excellence in customer service and digital operations. We are currently looking for an Operations Incident Resolution Analyst to join the team. In this role, you will be a key pillar in maintaining operational resilience, resolving critical production incidents, and driving continuous quality improvements across our core insurance workflows.

• Lead and manage multiple operational incidents end-to-end; incident reports and prioritize resolutions to minimize business impact.
• Drive cross-functional root cause analysis, facilitate short-term and long-term solutions, and agree on remediation actions with Operations and IT teams.
• Facilitate immediate workarounds prior to permanent fixes, and oversee QC control on incident fixes (including URT reviews and BVT).
• Host incident meetings, keep executive management informed, expedite escalations to risk/compliance when necessary, and manage remediation communication for impacted customers and agents.
• Conduct complex business process analysis to design system enhancements, and oversee regulatory reporting requirements (e.g., FATCA, Data Retention).
• Provide guidance and mentorship to team members, champion data-driven problem-solving, and hold the team accountable for high-quality delivery.

• University Graduate or above in Business Administration, Information Systems, or a related discipline.
• 6+ years of solid experience within the Insurance, with a strong focus on business analysis, operational risk, or project management.
• Proven track record in large-volume data analysis and complex process design.
• Strong analytical, problem-solving, and structured thinking abilities.
• Experience in specifying user requirements, managing User Acceptance Testing (UAT), and Implementation Verification Tests (IVT).
• Assertive, highly organized, and capable of handling high-pressure incident environments
• Exceptional interpersonal, presentation, and stakeholder management skills.
• Strong analytical and problem-solving abilities with a keen attention to detail.
• Fluency in English and Cantonese (Mandarin is a plus).
• Immediate availability or a short notice period is highly preferred.