• Manage and prioritize incidents, ensuring timely resolution and preparation of bi-weekly incident reports to reduce business impact.
• Lead end-to-end incident and production defect resolution across business and technology teams.
• Coordinate root cause analysis and define both immediate fixes and long-term corrective actions.
• Assess business impact and partner with Operations and IT teams on remediation plans.
• Drive interim solutions and workarounds to minimize service disruption before permanent fixes are delivered.
• Oversee quality control activities for incident fixes, including RCA validation, testing reviews, and implementation verification.
• Facilitate incident governance meetings and provide regular updates to key stakeholders.
• Manage customer and agent remediation activities, including incident communications where required.
• Escalate critical incidents to senior management, risk, and compliance teams as appropriate.
• Identify process improvement opportunities and lead enhancements to strengthen operational efficiency and data quality.
• Ensure compliance with regulatory requirements and reporting obligations, including Levy, CRS, FATCA, and data retention.
• Gather operational challenges and business needs, influencing stakeholders to drive sustainable solutions.
• Support and mentor team members while fostering collaboration, accountability, and continuous improvement.

• Bachelor's degree or above from a recognized university.
• Minimum 7 years of experience within the Insurance or Financial Services sector, ideally covering Business Analysis, Incident Management, or Project Management functions.
• Strong experience in analyzing and interpreting large datasets to support business decisions and issue resolution.
• Demonstrated analytical thinking, problem-solving capabilities, and a structured approach to managing complex situations.
• Hands-on experience in gathering business requirements, preparing functional specifications, and managing UAT and implementation validation activities.
• Excellent stakeholder management, presentation, and influencing skills.
• Strong written and verbal communication skills, with the ability to engage effectively across all organizational levels

"Sanderson-iKas" is the brand name for the following companies incorporated in Hong Kong: Sanderson Solutions International (Hong Kong) Limited (Business Registration no.53741924) and iKas International (Asia) Limited (Business Registration no.39818987)

Website: www.sanderson-ikas.hk