(Senior) Officer, CS Operation Excellence
Bupa· Bupa
About this role
Responsibilities
Project Implementation
- Gather, analyze, and document business requirements, and support solution delivery with stakeholders.
- Support UAT, implementation, and post-implementation review to ensure successful project delivery.
- Maintain the CS enhancement log, CR register, project roadmap, and project governance reporting.
- Develop process flows, presentations, training materials, and management reports to support project communication
Process Improvement and System Enhancement
- Coordinate with stakeholders, IT teams, and vendors to support system enhancements, solution delivery, and issue resolution.
- Support the development and enhancement of customer service platforms, including IVRS, Customer Portal, Mobile App, CRM, WhatsApp, and related applications.
Operational Analysis
- Prepare reports, dashboards, project updates, and operational analysis to support management review and improvement planning
- Monitor operational trends, customer feedback, and service performance to identify improvement opportunities
Administrative Support
- Maintain SOPs, operational guidelines, training documentation, and related records
- Support Customer Care Operations Excellence administration and coordination
- Bachelor's degree or above in Business Administration, Information Systems, Computer Science, or related disciplines
- Relevant experience in customer service operations, business analysis, project coordination, process improvement and system enhancement.
- Strong analytical, communication, stakeholder-management, and problem-solving skills.
- Self-motivated, organized, detail-minded, willing to learn, and able to manage multiple priorities in a fast-moving operational environment.
- Familiarity with Microsoft applications, including Excel, Word, and Outlook.
- Experience in insurance field is preferred
- Experience in IVR, CRM, Business WhatsApp, or customer application is an advantage.
- Ability to adopt AI-assisted tools for problem solving workflow improvement, analysis, or productivity enhancement is an advantage.
Bupa offers 5 days’ work per week and comprehensive remuneration packages including base salary, study assistance plan, company pension plan, life and medical benefit, dental benefit, annual leave, examination leave, etc.
Bupa is an equal opportunity employer and welcomes applications from qualified candidates. Information provided will be treated in strict confidence and only be used for consideration of application with Bupa.
Personal data collected will be used for recruitment purposes only. Bupa will be in touch for any opportunities that matches your profile. All personal data of unsuccessful application will be destroyed 24 months from the date of receiving the application. Full version of Data Privacy Notice available upon request.
- Pension Plan
- Work From Home
- Training & Development
- Performance Bonus
- 5 day works
- Banking Holidays
Frequently Asked Questions
Is the salary disclosed for the (Senior) Officer, CS Operation Excellence position at Bupa?
The salary for this (Senior) Officer, CS Operation Excellence role at Bupa is not publicly listed. Click "Apply Now" to learn more about the compensation package on their official careers page.
Where is the (Senior) Officer, CS Operation Excellence position at Bupa located?
This (Senior) Officer, CS Operation Excellence role at Bupa is based in Kwun Tong, Kowloon, Hong Kong. The position is listed as on-site or hybrid. Check the full job description or apply directly to confirm the work arrangement.
Is the (Senior) Officer, CS Operation Excellence role at Bupa full-time or part-time?
This is listed as a Full time position. It is posted as a (Senior) Officer, CS Operation Excellence role in the Bupa department at Bupa.
Which team or department does the (Senior) Officer, CS Operation Excellence at Bupa belong to?
This (Senior) Officer, CS Operation Excellence position is part of the Bupa department at Bupa. See the full job description for more information about the team structure and responsibilities.
How do I apply for the (Senior) Officer, CS Operation Excellence position at Bupa?
Click the "Apply Now" button on this page. You will be redirected to Bupa's official application portal hosted on workable where you can submit your application directly.
When was the (Senior) Officer, CS Operation Excellence job at Bupa posted?
This (Senior) Officer, CS Operation Excellence position at Bupa was posted on Jul 20, 2026. Apply as soon as possible — early applications are often reviewed first.
(Senior) Officer, CS Operation Excellence
Bupa
You'll be redirected to Bupa's official application page on workable.