Business Solutions Manager

1 month ago

Hong Kong, Hong Kong SAR China AXA Group Full time

To achieve department goals and service standard through heavy involvement in managing the fixing and remedial actions incurred from production issues incident/project

Major Role & Responsibilities:

•Lead and drive the end-to-end resolution of incidents and production defects that affect operations.

•Engage relevant parties in root cause analysis, short term and long term solutions definition.

•Lead and carry out the impact analysis; agree remediation actions with operations and IT.

•Facilitate and drive immediate workaround before defect fix to minimize impacts.

•Negotiate and propose workaround procedure with operations and IT; draft appropriate communication message to impacted customers/agents.

•Communicate up-to-date incident handling results to all stakeholders.

•Escalate incident to executive management; operation risk and compliance when require.

•Capture operations challenge and needs; utilizing formal and informal communication channels to influence incident meetings and presentations to all types of diverse audiences.

•Lead and participate in multiple incidents; and produce incident report; documentation; prioritization to ensure efficient and quality resolution of incidents.

•Identify, create and facilitate process design changes for incident by conducting business process analysis and design at a complex level; focusing on quality improvement and data management; and partnering with internal and external customers to ensure systems fix provided can resolve the defects.

•QC control on fix including RCA and UTR review, UAT, BVT, IVT. etc.

•Month end and Year End Arrangement, including but not limited to online/offline schedule, ATP process adjustment, etc.

•Lead regulatory reporting and handling such as Levy, CRS, FATCA, Data retention, etc.

•Provide leadership to team members and peers by collaborating with others; articulating ideas and viewpoints to senior management, peers and others; identifying initiative for enhancement raised from the incident; and holding self and team accountable for results.

•Provide and support the implementation of incident resolutions by building relationships and partnerships with key stakeholders; identifying business needs.


Your Profile

Qualifications & Requirements:

•University Graduate or above

•Over 7+ years of experience in Insurance/Financial Services Industry, with a focus on business analysis and/or system analysis

•Proven track record in specifying user requirements and managing User Acceptance Testing and Implementation Verification Tests

•Previous project management / Agile experience

•Knowledge / working experience on JIRA and other tools

•Strong presentation and interpersonal skills

•Strong analytical and problem-solving skills along with being organized, structured, assertive are required

•Excellent verbal and written communication skill


About AXA

We always start with our customers

As one of the largest global insurers, our purpose is to act for human progress by protecting what matters .

Protection has always been at the core of our business, helping individuals, businesses and societies to thrive. And AXA has always been a leader, an innovator, an entrepreneurial company, fostering progress in all its dimensions. Our purpose also links back to the Group's roots. From the outset, AXA has been committed to acting as a force for collective good. From solidarity-based actions with AXA Hearts In Action to work on prevention issues with the AXA Research Fund and the fight against climate change, AXA has always been attentive to its social environment and embraced its responsibility as an insurer: responsibility for taking action upstream in order to better understand risks, with one goal in mind: to ensure better protection.


About the Entity

ABOUT AXA HONG KONG AND MACAU

AXA Hong Kong and Macau is a member of the AXA Group, a leading global insurer with presence in 54 markets and serving 105 million customers worldwide.

As one of the most diversified insurers offering integrated solutions across Life, Health and General Insurance, our goal is to be the insurance and holistic wellness partner to the individuals, businesses and community we serve.

At the core of our service commitment is continuous product innovation and customer experience enrichment, which is achieved through actively listening to our customers and leveraging technology and digital transformation.

We embrace our responsibility to be a force for good to create shared value for our community. We are proud to be the first insurer in Hong Kong and Macau to address the important need of mental health through different products and services. For example, the Mind Charger function on our holistic wellness platform “AXA BetterMe”, which is available via our mobile app Emma by AXA, is open to not just our customers, but the community at large. We will continue to foster social progress through our product offerings and community investment to support the sustainable development of Hong Kong and Macau.

AXA is an equal opportunity employer. We are committed to promoting Diversity and Inclusion (D&I) by creating a work environment where all employees are treated with dignity, respect, and where individual differences are valued. We welcome and treasure diverse profiles to join our big family, and to build an inclusive culture together which allows everyone to maximise their personal potential.


What We Offer

We offer excellent career prospects and attractive remuneration package to the right candidates.

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