Meertec
LinkedIn · Operating Partner (Hong Kong) · 05 Nov 2026
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.