Operations Implementation Analyst

Zurich Life Insurance Malaysia Berhad; Kuala Lumpur; On-site; MYR 120,000 - 180,000; Full time

Benefits offered by this job

Miscellaneous allowance

Monthly Incentive

Free Oversea Convention

Job summary

Zurich Life Insurance Malaysia Berhad is seeking an experienced Operations and Business Analyst professional to administrate vendor contracts and monitor performance. You will analyze data, implement user stories, and support governance to improve efficiency and customer experience.

The role covers operations, data analytics, and business analysis, including UAT management, documentation, and cross-functional collaboration across IT, procurement, and compliance.

Qualifications

• Bachelor's degree in business, information systems, operations management, data analytics, or related field.
• Certifications in business analysis or project management are an advantage.
• Minimum 5 years of relevant experience in operations, business analysis or process excellence roles.

Responsibilities

• Maintain effective vendor relationships and monitor performance against KPIs and service levels.
• Manage day-to-day operational matters and escalations for outsourced services (e.g., roadside assistance, car replacement, 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 stakeholders.
• Analyze operational data and performance trends to identify gaps, risks, and improvement opportunities.
• Gather, document, and validate requirements for operational enhancements and new initiatives.
• Translate requirements into functional specifications, user stories, and test scenarios.
• Coordinate and manage User Acceptance Testing (UAT).
• Support process improvement initiatives to enhance efficiency, control, cost management, and customer experience.
• Ensure procedures and documentation are accurate and up to date.
• Prepare management reports and dashboards on performance and improvements.
• Collaborate with operations, customer service, claims, procurement, IT, and compliance.

Skills

Vendor management

Stakeholder management

Data analysis

Requirements gathering

Business process improvement

Communication

Education

Bachelor's degree in business, Information Systems, Operations Management, Data Analytics, or a related field

Certifications in business analysis or project management

Tools

Power BI

Power Automate

Lean Six Sigma

Job description

Under moderate supervision, this role has responsibility for the administration of contracts with outside vendors in line with the functions management strategy. Reviewing vendor performance including service levels and data analysis for trends and opportunities for improvements. Acts as a point of contact for resolution of operational and technical issues associated with vendors. Monitors the day-to-day relationship with vendors. Supports the overall operations implementation function which includes execution of day-to-day operations in selected policy related processes and delivering change initiatives for the function or organization. Role will have responsibilities in operations, data analysis/analytics and business analyst areas which include user stories 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.

Documentations Controls

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

Requirements

Experience

• Minimum 5 years of relevant experience in operations, business analyst 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.
• 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 (e.g. 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.

You are the heart & soul of Zurich!

At Zurich, we like to think outside the box and challenge the status quo. We take an optimistic approach by focusing on the positives and constantly asking What can go right?

We highly value the experience and know-how of our employees and offer a wide range of opportunities across business areas to encourage you to apply for new opportunities within Zurich when you are ready for your next career step.

Let’s continue to grow together!

• Schedule: Full Time

• Perks and benefits Miscellaneous allowance Monthly Incentive, Free Oversea Convention

Zurich is one of the world's leading insurance group, and one of the few to operate on a truly global basis. Founded 140 years ago, today we employ over 60,000 dedicated employees and serve customers in over 170 countries around the world; with strong positions in North America and Europe, and growing positions in the Middle East, Latin America, and Asia-Pacific.

Founded in Switzerland in 1872, the Zurich Insurance Group ("Zurich") is one of the world’s leading insurance groups, and one of the few to operate on a truly global basis.

Zurich is one of the world's leading insurance group, and one of the few to operate on a truly global basis. Founded 140 years ago, today we employ over 60,000 dedicated employees and serve customers in over 170 countries around the world; with strong positions in North America and Europe, and growing positions in the Middle East, Latin America, and Asia-Pacific.

Founded in Switzerland in 1872, the Zurich Insurance Group ("Zurich") is one of the world’s leading insurance groups, and one of the few to operate on a truly global basis.