Operations Implementation Analyst

Zurich Insurance; Kuala Lumpur; On-site; MYR 80,000 - 100,000; Full time

Job summary

Zurich Insurance is seeking a Vendor Management Specialist in Kuala Lumpur to oversee vendor performance, analyze operational data, and ensure effective contract administration. The ideal candidate will have at least 5 years of experience in operations or business analysis and strong skills in data analysis and stakeholder management. The position allows for remote work and offers competitive opportunities for process improvement initiatives, ensuring a seamless operational workflow.

Qualifications

• Minimum 5 years of relevant experience in operations, business analysis, or process excellence roles.
• Proven experience in data analysis, requirements gathering, solution analysis, and UAT management.
• Experience working with outsourced service providers is an advantage.

Responsibilities

• Maintain effective vendor relationships and monitor performance against KPIs.
• Manage day‑to‑day operational matters for outsourced services.
• Analyze operational data and performance trends to identify improvement opportunities.
• Prepare management reports on operational performance and vendor outcomes.

Skills

Business analysis

Problem-solving

Data analysis

Stakeholder management

Operational processes understanding

Proficient in Power BI

Education

Bachelor’s degree in business or related field

Tools

Power BI

Power Automate

Lean methodologies

Job description

Overview

Under moderate supervision, the role has responsibility for the administration of contracts with outside vendors in line with the function’s management strategy. The role reviews vendor performance, including service levels, and performs data analysis for trends and opportunities for improvement. It acts as a point of contact for resolution of operational and technical issues associated with vendors and monitors day‑to‑day relationships with vendors. The role supports overall operations implementation, which includes execution of day‑to‑day operations in selected policy‑related processes and delivery of change initiatives for the function or organization. The role has responsibilities in operations, data analysis/analytics, and business analysis, including user story development and testing.

Key Responsibilities

Operations Vendor Management

• Maintain effective vendor relationships and monitor performance against agreed KPIs and service levels.
• Manage day‑to‑day operational matters and escalations for outsourced services such as roadside assistance, car replacement, and takaful surplus processes.
• Support contract administration activities including renewals, compliance monitoring, and service standard adherence.
• Resolve operational issues promptly through structured analysis and coordination with relevant stakeholders.

Business Analysis Implementation

• Analyze operational data and performance trends to identify gaps, risks, and improvement opportunities.
• Gather, document, and validate business and user requirements for operational enhancements and new initiatives.
• Translate requirements into clear functional specifications, user stories, and test scenarios.
• Coordinate and manage User Acceptance Testing (UAT), ensuring solutions meet business and operational needs prior to deployment.

Process Improvements Governance

• Support process improvement initiatives to enhance efficiency, control, cost management, and customer experience.
• Ensure operational procedures and documentation are accurate, up to date, and aligned with actual practices.
• Support surplus management operations, including system and process enhancements to improve effectiveness.

Reporting Stakeholder Engagement

• Prepare management reports and dashboards on operational performance, vendor outcomes, and improvement initiatives.
• Work closely with cross‑functional teams including operations, customer service, claims, procurement, IT, and compliance to ensure smooth implementation of initiatives.

Documentation Controls

• Maintain accurate documentation of requirements, processes, testing outcomes, and operational controls in accordance with team standards and governance requirements.

Requirements

• Minimum 5 years of relevant experience in operations, business analysis, or process excellence roles.
• Proven experience in data analysis, requirements gathering, solution analysis, and UAT management for operations‑related initiatives.
• Experience working with outsourced service providers or vendor‑managed environments is an advantage.

Skills and Competencies

• Strong business analysis and problem‑solving skills with the ability to translate business needs into practical solutions.
• Good understanding of operational processes, service delivery, and performance management.
• Strong analytical skills with experience working with operational data and reports.
• Effective communication and stakeholder management skills.
• Well‑organized, detail‑oriented, and able to manage multiple priorities independently.
• Proficient in digital and process improvement tools, including Power BI, Power Automate, and Lean methodologies (Lean / Lean Six Sigma qualification preferred).

Education

• Bachelor’s degree in business, information systems, operations management, data analytics, or a related field.
• Relevant certifications in business analysis or project management are an advantage.

Location

• Kuala Lumpur, Malaysia (Remote Work)