Responsibilities:

• In charge of assigned customer strategic initiatives and projects from end-to-end, including business cases preparation, requirements compilation and other project management activities, liaise and collaborate with external vendors and internal departments for project success
• Review key customer service metrics, operations flows, business rules, procedures, manuals and other tools, and lead operations to establish a knowledge base for operations compliance and future knowledge management
• Regularly benchmark and analyze best practices across market with recommendations to uplift customer experience and operation efficiency
• Assist in ad-hoc projects as assigned

Requirements:

• University graduate, preferably in Business, Project Management, Information Systems or related disciplines
• Minimum of 8 years working experience in life insurance customer service or operations and customer strategy / customer experience / quality assurance
• Excellent analytical and problem-solving abilities with organized and logical thinking; experience in research experience will have an advantage
• Highly organized self-starter, with the ability to lead multiple projects to meet tight deadlines and capable to work in a fast-paced team environment and work under pressure
• In-depth knowledge in insurance operations and strong ability to communicate and influence at all levels with leadership experience
• Qualification in Lean Six Sigma Green Belt / FLMI / PMP preferred
• Proficient in MS Word, Excel, PowerPoint and data analytical skill
• Good command of spoken and written English and Chinese, knowledge of Putonghua is an advantage
• Candidates with less experience will be considered as Manager