Insurance Operations & Transformation Manager

Role Summary

Bowtie is seeking an Insurance Operations & Transformation Manager who is a hybrid of an insurance operations domain expert and a change agent. This is not a "maintenance" role; and you will be the architect of our next-generation operational state.

While you will provide senior oversight and act as a critical "unblocker" for an experienced KYC/AML and Policy Servicing team, your primary mandate is to drive impactful transformation projects across the entire insurance operations spectrum. You will envisage a better future state for our insurance operations team and our policyholders, and drive cross-functional teams to make that vision a reality.

Key Responsibilities

Strategic Transformation & Project Leadership

• Drive Operation System Projects: Work closely with our in-house platform team to drive and execute operational transformation projects beyond KYC/AML, including claims automation, digital policy servicing, and new distribution channel integration.

• Envisage the Future State: collaborate with our digital product managers to craft technology-led solutions to improve efficiency, scalability, and user experience that defines the future of insurance.

• Product Ownership: define requirements and drive UAT for new product launches and process overhauls, and create documentation and provide trainings on new features and workflows.

Operation Efficiency & Reliabilty

• Fuel Business Growth: Ensure the team consistently delivers on or ahead of SLAs with a high degree of professionalism, maintaining the operational excellence required to support aggressive business expansion and new distribution partnerships.

• Empower the KYC/AML Team: Support an experienced team by acting as the escalation point for complex cases and providing decisive guidance on new regulatory standards.

• Decision Support: Make critical calls on high-risk or ambiguous policy servicing and KYC scenarios, ensuring compliance without sacrificing the customer journey.

• Strategic Resource Management: Step in for hands-on case processing and surge support during peak times or product launches to ensure the team meets its Service Level Agreements (SLAs).

Success of this role would include:

• Operational Efficiency: >90% of standard policy servicing and KYC cases are completed within T+2.

• Transformation Velocity: Successful rollout of one major process simplification or automation initiative every 2 months.

• Unblocking & Compliance: Zero backlog of escalated complex cases and 100% adherence to updated IA/HKMA regulatory standards.

• Project Delivery: On-time delivery of operational workstreams for new product launches and system migrations.

What We Are Looking For

• Core Experience: Minimum 8+ years in Life, Medical, or Group Medical insurance operations. You must have a deep understanding of the insurance lifecycle.

• The "Transformation" Profile: A proven track record of leading projects that changed how a business operates (e.g., implementing new ERPs, automating manual workflows, or setting up new business units).

• Unblocking Capability: Strong technical knowledge of KYC, AML, and Policy Servicing regulations in Hong Kong, with the confidence to make "gray area" decisions.

• Influence & Collaboration: Exceptional ability to articulate a vision and gain buy-in from diverse departments (Tech, Marketing, Finance).

• Adaptability: A hands-on leader who is equally comfortable presenting a strategic roadmap to the C-suite as they are diving deep into case processing during a peak launch week.

• A caring leader : a leader that is devoted to his/her teams's success by offering support, coaching, career advice, and mentorship to their team as needed.

• Language: Bilingual fluency in English and Cantonese is essential.

We Offer

• Competitive compensation and benefits.

• The chance to lead transformation in Hong Kong’s first licensed virtual insurer.

• A hybrid, flexible working environment that values output over hours.

• A seat at the table in a "scale-up" culture where your ideas directly impact the product.

About Bowtie

We are the first licensed virtual insurer (虛擬保險公司) in Hong Kong.

We believe that insurance is fundamentally good, and we are here to bring the good back through our passionate, innovative, and customer-centric team. 

By combining our deep domain expertise and our own proprietary modern technology, we are building one of the most iconic, category-defining health insurance companies in Asia.

We take pride in moving fast all the time and our track record in moving ahead in the game. Our digital insurance platform is also ranked #2 in the world in Sia Partners' 2023 report.

As we grow, we're always looking for highly dynamic, hands-on, and passionate talent to join our team. If you are looking for a rewarding career where you will grow together with strong talents from different backgrounds and build products and services that bring a positive impact on the lives of millions of people in Hong Kong / Asia, apply to our opening today!

Information collected will be treated in strict confidence and used solely for recruitment purposes.

The company will retain all applications no longer than 24 months of which will be destroyed thereafter.

We are an equal-opportunity employer. We do not discriminate on the basis of race, sex, disability, or family status in the employment process.