Life Operations - Customer Transformation Manager (up to 60k)

Morgan McKinley Hong Kong

Full time Permanent On-site HK$51k -60k pm

About the job

Key Responsibilities:

Digital Transformation & Process Optimization

Identify and evaluate high-impact opportunities across AI, workflow automation, digital self-service channels, and business process optimization to drive operational efficiency and customer experience .
Assess operational bottlenecks, distribution channel pain points, and customer feedback to translate findings into prioritized digital enhancement initiatives .
Proactively detect performance gaps, conversational drop-offs, and operational bottlenecks across customer-facing journeys .
Support the full Software Development Life Cycle (SDLC) for digital solutions and AI implementations across Life Operations .
Lead pilots and Proofs of Concept (POCs), evaluating business value, operational viability, and scalability prior to full-scale enterprise rollout .

AI Training, Optimization & Performance Management

Drive continuous optimization of AI chatbots to boost intent accuracy, conversational containment rates, resolution efficiency, and customer satisfaction during BAU support .
Establish and monitor operational metrics against designated KPIs, service levels, and customer experience benchmarks .
Analyze user interaction history, operational data sets, and channel feedback to uncover conversation failures and enhancement areas .
Coordinate updates to knowledge bases, conversational dialogue trees, operational workflows, and backend business logic .
Partner closely with internal IT engineering, enterprise architects, AI specialists, and external vendors to remediate performance gaps and elevate system intelligence .

Business Analysis & Solution Delivery

Lead business requirements gathering, operational process analysis, impact assessments, and solution design validation .
Champion ongoing enhancements across customer and distribution/agent digital touchpoints to elevate adoption rates, self-service uptake, and usability .
Guarantee all proposed workflows adhere to internal operational risk controls and regulatory guidelines; oversee UAT planning, defect management, and business cutover readiness .
Manage project dependencies, operational risks, change requests, and business decisions throughout the project lifecycle .
Perform data-driven analysis on conversation logs, customer interaction trends, and drop-off patterns to deliver actionable insights to senior leadership .

Requirements:

Experience: 5+ years of solid experience in digital transformation, business analysis, digital product management, or customer experience transformation .
Industry Background: Direct experience in life insurance, banking, wealth management, or financial services is preferred; candidates from high-growth digital-first platforms will also be considered .
Domain Expertise: Practical, hands-on exposure to AI chatbot operations, NLP conversational training, conversational analytics, or customer portal management .
Analytical Capability: Proven track record analyzing user interaction data, customer journey funnels, and digital engagement trends; exposure to data reporting and visualization tools (e.g., Power BI) is an advantage .
Delivery Framework: Solid understanding of Agile/Scrum delivery frameworks, product backlog refinement, and the digital software delivery lifecycle .
Stakeholder Management: Exceptional communication, facilitation, and influencing skills to align cross-functional teams spanning senior operations heads, distribution leaders, and technical squads .
Languages: Excellent command of written and spoken English and Chinese (Cantonese).

Morgan McKinley