PHI - Senior Analyst - Group Operations

Prudential Health India; Mumbai; On-site; INR 1,000,000 - 1,500,000; Full time

Job summary

Prudential Health India is looking for a Senior Analyst in Group Operations to manage health and wellness business requirements and document processes. The ideal candidate will have over 5 years of experience in health insurance, showcasing a proven ability to deliver on significant insurance systems.

The role requires effective communication, making educated recommendations, and collaborating with functional stakeholders to enhance operational efficiency. Hands-on proficiency in tools like Confluence and JIRA is essential for success.

Qualifications

• 5 years total experience in health insurance or related sectors.
• Proven track record of end-to-end implementation in significant insurance systems.
• Ability to translate high-level processes into detailed business requirement documents.

Responsibilities

• Manage health & wellness business requirements and implementation.
• Document business process flow diagrams and manage stakeholder expectations.
• Ensure acceptance criteria are met and lead testing efforts.

Skills

End-to-end knowledge of health insurance

Designing wireframes and UX flows

Interpersonal skills

Hands-on knowledge of Confluence & JIRA

Effective communication

Tools

Confluence

JIRA

BI tools

Job description

Prudential’s purpose is to be partners for every life and protectors for every future. Our purpose encourages everything we do by creating a culture in which diversity is celebrated and inclusion assured, for our people, customers, and partners. We provide a platform for our people to do their best work and make an impact to the business, and we support our people’s career ambitions. We pledge to make Prudential a place where you can Connect, Grow, and Succeed.

At Prudential Health India (PHI), we are on a mission to make Indians healthier, while bridging the health protection gap. This is a Zero to One team undertaking a greenfield health insurance deployment in India committed to building journeys that will truly empathize with the customer and offer a differentiated, bespoke experience.

To partner us in this mission, we are looking for a talented…

Senior Analyst - Group Operations

As a Senior Analyst - Group Operations, your typical week might include the following…

• Manage health & wellness business requirements and implementation in active collaboration with functional representatives.
• Solicit, develop, and validate business requirement documentation through a clear understanding of ‘asis’ vs ‘to-be’ process, and document clear acceptance criteria for user stories.
  • Lead brainstorming sessions with key stakeholders so that business requirements and opportunities are accounted for comprehensively while creating delightful experiences.
  • Develop in‑depth understanding of business processes, articulate use‑cases, user‑stories & requirement documents/ change requests for identified features/ capabilities for applicable platforms and projects.
  • Perform process impact analysis across various platforms, holding an end‑to‑end view of user journeys.
  • Design Business Process Flows, Review with Key functional Stakeholders and Obtain signoff.
  • Facilitate discussions, gather feedback, and ensure the proposed improvements align with the business process objectives.
• Partner functional process owners to support capability vision, strategy & roadmap.
• Understand business objectives, processes, and products to make educated recommendations.
• Document business process flow diagrams and review with functional stakeholders.

Identify pain points, bottlenecks, redundancies, delays, errors, or any other areas to enhance the process and dig deeper to uncover the root causes of the identified pain points and inefficiencies

Check if the current process complies with relevant regulations and industry standards including legal/ compliance/ data privacy.

Use techniques such as flowcharts, BPMN diagrams, or process maps to illustrate the sequence of activities, decision points, inputs, outputs, and the roles involved in applicable business processes d) Undertake iterations in signed‑off Business Process Flow, when required, in collaboration with stakeholders to refine and finalize the next version.

• Manage stakeholder expectation based on current book of work and capacity, collaborate with key business stakeholders to understand business requirements, contribute to the platform technology roadmap & driving day‑to‑day prioritization of work on capabilities, while collaborating closely with functional users
• Ensure that acceptance criteria are defined & met; lead testing in collaboration with functional users including jointly preparation & review of test plan, test cases, user acceptance testing.

Candidate Profile

• Have 5 years of total experience with any of these sectors: health insurance, wellness, payments, financial services e‑commerce, insurance core systems, insurance tele‑sales & customer servicing. At least 3 years’ experience in health insurance is required.
• Have end‑to‑end knowledge of health insurance products, operations processes, and technology systems.
• Can understand high‑level processes and can convert them into detailed business requirement documents.
• Have a proven track record of end‑to‑end implementation and business outcome delivery of significant insurance systems.
• You are an expert in designing wireframes, UX flows, customer journey maps, conducting usability testing, interpreting feedback, and incorporating insights into subsequent implementations.
• Are a true team player. Have the interpersonal skills and proven ability to collaborate & communicate effectively across disciplines such as Technology, Product, Operations, Marketing & Analytics teams to deliver high‑impact solutions.
• Can function as an indispensable member of the team are passionate about operating iteratively.
• Are an effective communicator, can present your strategy and persuade stakeholders while solving user problems creatively and effectively.
• Able to identify and track the appropriate metrics to assess key processes/ capabilities in pursuit of continuous improvement.
• Have hands‑on knowledge of Confluence & JIRA, behavioral analytics platforms, BI tools and SDLC tracking tools.

Ideal Candidate

• Have built best‑in‑class processes from scratch
• Are passionate about consumer behaviour and culture; enjoy spending time with customers to understand what they want. Have an attentive ear to listen to new ideas.
• Join hands with other colleagues to solve for the customer.
• Like to work in a culture where everyone can see what others are doing.
• Take help from others when stuck and encourage others when there are setbacks.
• Take full responsibility for your and your team’s output while thinking wing‑to‑wing across the organization.
• Are passionate about leveraging digital tools to transform customer experience.

Location

Mumbai

Title

Senior Analyst – Group Operations

Prudential is an equal opportunity employer. We provide equality of opportunity of benefits for all who apply and who perform work for our organisation irrespective of sex, race, age, ethnic origin, educational, social and cultural background, marital status, pregnancy and maternity, religion or belief, disability or part‑time / fixed‑term work, or any other status protected by applicable law. We encourage the same standards from our recruitment and third‑party suppliers taking into account the context of grade, job and location. We also allow for reasonable adjustments to support people with individual physical or mental health requirements.