Manager, Customer Services (Transformation and Business Planning)

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.