The Incident Manager (Assistant Manager) plays a critical role in overseeing and coordinating the effective resolution of operational incidents within life insurance processes. This role ensures minimal impact on business operations and customer service, while maintaining adherence to internal controls and regulatory standards.
Key Responsibilities
- Lead the end-to-end management of operational incidents, ensuring timely identification, escalation, investigation, resolution, and post-incident reviews.
- Act as the central communication point during incidents, engaging relevant stakeholders across business, IT, customer service, compliance, and third-party providers.
- Monitor key metrics and performance indicators to identify incident trends and recommend preventative measures.
- Maintain the incident management framework, policies, and documentation in line with regulatory requirements and internal governance.
- Prepare and deliver regular incident reports and root cause analysis to senior management.
- Coordinate closely with risk, compliance, and audit teams on incident handling, reporting, and remediation.
- Support business continuity and disaster recovery processes when incidents impact service delivery.
Qualifications & Skills
- Bachelor's degree in business, operations management, insurance, or related field.
- Minimum 5 years of experience in incident or operations management within the life insurance or financial services industry.
- Solid understanding of life insurance products, operations workflows, and regulatory requirements in the region.
- Strong leadership and stakeholder management skills, especially during high-pressure situations.
- Excellent analytical, communication, and problem-solving abilities.
- Familiarity with incident tracking tools, ITIL practices, and operational risk management frameworks is a plus.
Preferred Attributes
- Experience working in a highly regulated insurance environment.
- Strong documentation and reporting capabilities.
If you're interested in this role, forward an up-to-date copy of your CV to alice.tong@hays.com.hk, or call us now.
If this job isn't quite right for you, but you are looking for a new position, please contact us for a confidential discussion on your career.