Manager, Business Analyst - Certificate Servicing (GETB)

Great Eastern Life; Kuala Lumpur; On-site; MYR 60,000 - 90,000; Full time

Job summary

A leading life insurance company is seeking a Manager, Business Analyst for its Certificate Servicing department. This role involves enhancing user-centric IT initiatives by collaborating with various stakeholders, improving customer experience, and overseeing testing and implementation of new products. The ideal candidate will have significant experience in life insurance and strong leadership skills.

Qualifications

• 5-7 years of experience in life insurance / Takaful / Financial Institution environment.
• Strong business acumen and ability to articulate technical issues to non-technical stakeholders.

Responsibilities

• Drive initiatives to improve customer/agents experience.
• Collaborate with end users to clarify requirements and gather feedback.
• Coordinate with IT for UAT execution and defect prioritization.

Skills

Leadership

Communication

Problem-Solving

Analytical Skills

Customer-Focused

Education

Bachelor's degree in computer science, information technology, business or related fields

Job description

Job Description - Manager, Business Analyst - Certificate Servicing (GETB) (2500011Y)

Manager, Business Analyst - Certificate Servicing (GETB) (

Job Number:

2500011Y )

About the Job

Responsible for supporting the Head of Customer Care in the delivery of user-centric IT initiatives, including new product launches and system enhancements for both Agency and Bancatakaful channels. Work closely with business stakeholders and the IT team to ensure a seamless user experience across operational processes.

Key responsibilities:

• Drive initiatives and activities to improve Customer/Agents Experience and achieve operational efficiency, this includes active participation in functional process streamlining, i.e. I-Get in Touch, i-Great Partner, CS e-Form & e-Workflow implementation, to support company's business strategy plan & business objectives.
• Collaborate with end users to gather feedback and user requirement including system usability, functionality and overall user experience.
• Understand and interpret business requirements to ensure all necessary aspects are covered during testing.
• Review documentations (i.e. Use Case (UC), User Interface (UI), Functional Specification Documents (FSD)).
• Create detailed test cases based on user requirement, covering various scenarios and edge cases (including positive and negative scenarios).
• Oversee the execution of UAT test scripts, track defects identified during testing and prioritize defect fixing with IT team.
• Work closely with business users, product owners, developers, and other stakeholders to gather feedback, clarify requirements and ensure UAT aligns with business requirements.
• Prepare a user guide and conduct user briefing to end users for each of enhancement and new products before its deployment to production.
• Study any production enquiry / issue / incident reported by business users, raise production defect (if required) and provide solutions to business users.
• Coordinate and manage post-deployment activity with all stakeholders during product and major release deployment.
• Takes accountability in considering business and regulatory compliance risks and takes appropriate steps to mitigate the risks.
• Maintains awareness of industry trends on regulatory compliance, emerging threats and technologies in order to understand the risk and better safeguard the company.
• Highlights any potential concerns /risks and proactively shares best risk management practices.

We are looking for people who

• Bachelor's degree in computer science, information technology, business or any other related fields with at least 5 to 7 years of working experience in life insurance / Takaful / Financial Institution environment, possess in-depth knowledge of the different insurance products (and their functionalities / technicalities) and operational processes.
• Great leadership and results oriented, with excellent communication/influential skills to motivate and develop others, to drive results and elevate customer experience.
• Proactive, strong business acumen, sense of ownership and urgency. Challenge status quo and versatile to embrace change for improvement.
• Customer focused with excellent problem-solving skills, the ability to work with a positive attitude & excel under pressure.
• Possess good analytical skill and forward-looking ability to strive for excellence.
• Able to articulate and proficient in written and spoken English.
• Ability to effectively communicate technical issues to non-technical stakeholders (in verbal & writing).
• High level of integrity takes accountability of work and good attitude over teamwork.
• Takes initiative to improve current state of things and adaptable to embrace new changes.

How you succeed

• Champion and embody our Core Values in everyday tasks and interactions.
• Demonstrate high level of integrity and accountability.
• Take initiative to drive improvements and embrace change.
• Take accountability of business and regulatory compliance risks, implementing measures to mitigate them effectively.
• Keep abreast with industry trends, regulatory compliance, and emerging threats and technologies to understand and highlight potential concerns/ risks to safeguard our company proactively.

Who we are

Founded in 1908, Great Eastern is a well-established market leader and trusted brand in Singapore and Malaysia. With over S$100 billion in assets and more than 16 million policyholders, including 12.5 million from government schemes, it provides insurance solutions to customers through three successful distribution channels – a tied agency force, bancassurance, and financial advisory firm Great Eastern Financial Advisers. The Group also operates in Indonesia and Brunei. The Great Eastern Life Assurance Company Limited and Great Eastern General Insurance Limited have been assigned the financial strength and counterparty credit ratings of "AA-" by S&P Global Ratings since 2010, one of the highest among Asian life insurance companies. Great Eastern's asset management subsidiary, Lion Global Investors Limited, is one of the leading asset management companies in Southeast Asia. Great Eastern is a subsidiary of OCBC, the longest established Singapore bank, formed in 1932. It is the second largest financial services group in Southeast Asia by assets and one of the world’s most highly-rated banks, with an Aa1 rating from Moody’s and AA- by both Fitch and S&P. Recognised for its financial strength and stability, OCBC is consistently ranked among the World’s Top 50 Safest Banks by Global Finance and has been named Best Managed Bank in Singapore by The Asian Banker.

To All Recruitment Agencies Great Eastern does not accept unsolicited agency resumes. Please do not forward resumes to our email or our employees. We will not be responsible for any fees related to unsolicited resumes.