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• Analyse business processes, customer journeys and operational workflows; identify service improvement, digitalisation and automation opportunities; gather, document and validate business requirements, user stories, process flows and functional specifications; and conduct impact and gap assessments. • Consolidate procedures, service guidelines, FAQs and operational knowledge; structure and maintain business knowledge repositories; coordinate content review and validation; and ensure content quality, consistency and governance. • Coordinate Operations, Customer Service, Technology and vendor stakeholders; facilitate workshops, walkthroughs and requirement discussions; drive alignment, decisions and follow-up actions. • Prepare and review UAT scenarios and test cases; support UAT execution, defect resolution, implementation and deployment; and assist with user training, communications, adoption and feedback collection. • Develop and maintain project plans and delivery schedules; track milestones, actions, dependencies, issues and risks; prepare status reports and management updates; analyse operational data and business metrics; and define, track and review expected benefits and success measures. Required Qualifications: • Minimum five years’ experience in Business Analysis within the insurance industry. • Experience in policy services, customer experience, digital products or operations transformation initiatives is preferred. • Proven experience in driving projects from requirements gathering through implementation. • Strong stakeholder management and workshop facilitation skills. • Experience in digital transformation initiatives; experience in AI-related projects is preferred. • Strong analytical, communication and problem-solving skills, together with strong project coordination and delivery management capabilities. • Bachelor’s degree or above in Business Administration, Information Systems or a related discipline. • Strong trilingual communication skills in English, Cantonese and Mandarin