# (Senior) Officer, CS Operation Excellence

> Bupa · Kwun Tong, Hong Kong (Hybrid) · Full-time · Posted 2026-07-20

**Salary:** unknown currency 400,000–500,000

**Workplace:** hybrid

**Department:** Operations – CSD

## Description

### **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

## Requirements

-   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.

## Benefits

-   Pension Plan
-   Work From Home
-   Training & Development
-   Performance Bonus
-   5 day works
-   Banking Holidays

## Apply

[Apply at Bupa](https://apply.workable.com/bupa/j/17C48A4216/apply)

---
Powered by [Workable](https://www.workable.com)