Process Analyst

Liberty in Asia Pacific; Kuala Lumpur; On-site; MYR 90,000 - 150,000; Full time

Job summary

Liberty Mutual's Process Optimisation team in Kuala Lumpur seeks a Process Analyst to advance the Underwriting Operations' 'To Be' future state. You will map current processes, identify improvements, and collaborate with stakeholders to embed standards and optimise workflows.

You will apply BPMN and data-driven analysis, support coaching across business units, and help deliver sustainable change aligned with compliance and governance.

Qualifications

• Business analysis experience and knowledge of methodologies.
• Experience in Insurance or Reinsurance processes and technology is preferred.
• Understanding of business functions, operations, and strategies.
• BPMN or similar process modelling skills.
• Ability to translate requirements into clear documentation.

Responsibilities

• Conduct detailed process analysis to map current state and identify To Be models.
• Identify dependencies and impacts of change across people, processes and systems.
• Elicit requirements using interviews, workshops and process descriptions.
• Leverage process mapping, automation and AI tools to create key documents.
• Support Optimisation Leads in driving change with stakeholders and securing buy-in.
• Evaluate existing processes against best practices and standards.
• Contribute to delivery of Optimisation initiatives from ideation to implementation.
• Provide Optimisation coaching to business stakeholders.
• Identify risks and manage resolution.
• Develop training, reporting and systems enhancements as processes are revised.
• Demonstrate Liberty Mutual core values.
• Ensure compliance with all regulatory and corporate requirements.

Skills

Business analysis

Insurance processes

BPMN

Communication

Deadline orientation

Excel/LucidChart

Change management

Independent work

Analytical thinking

Problem solving

Stakeholder engagement

Process mapping

Tools

MS Excel

Lucidchart

Job description

The Insurance Underwriting Operations Process Analyst is responsible for contributing to the execution of Right Work Right Desk, operating model and continuous improvement initiatives. The role holder will play an important role in helping to foster a culture of ongoing and sustainable change through the embedding of standardization and Optimisation methodologies, change management, and the implementation of the supporting framework to deliver a “common as possible, different as necessary” mind‑set and working closely with the Underwriting Modernisation Program.

Role Responsibilities

• Conduct detailed process analysis to understand current state ways of working and to identify the “To Be” future state operating models.
• Identify the relationships, dependencies and impacts of change (highlighting options) across people, process and systems.
• Elicit further requirements and test / challenge assumptions using a variety of methods including interviews, document analysis, workshops, and business process descriptions.
• Leverage process mapping, automation and AI tools to generate key documentation and analysis
• Support Optimization Leads in driving change with all levels of business stakeholders, obtain buy in and sign off and manage expectations.
• Evaluate existing and proposed business processes through the definition of best practices and standards.
• Contribute to the definition and delivery of Optimisation initiatives from evolution/efficiency identification through to implementation.
• Support delivery of Optimisation coaching to business stakeholders
• Identify and deliver service improvement activity across the business through employing process improvement methodologies and the application of innovative thinking.
• Contribute to facilitation of Optimisation based workshops to drive ideas and solutions
• Support of delivery of better value and greater efficiency through the identification and elimination of unnecessary complexity within business processes and identification of improved ways of working, including the use of data and technology assets.
• Actively identify potential risks and issues with those initiatives and manage their resolution.
• Identify trends and process variations as part of establishing an Optimisation monitoring system.
• Work with other team members and business services departments to devise new support material based on the revised processes, to include training, reporting and systems enhancements.
• Demonstrate behavior at all times in line with the Liberty Mutual core values.
• Ensure compliance with all Liberty Mutual legal, statutory and corporate affairs requirements.
• Perform other related duties as assigned by management.

Experience & Skills

• Business analysis experience and knowledge of business analysis methodologies.
• Experience of Insurance and/or Reinsurance business processes and technology solutions (preferred).
• Good knowledge of business functions, business operations, objectives, and strategies.
• BPMN or similar business process modelling skills
• Demonstrated ability to communicate both in business and technical terms.
• Ability to work to deadlines and to meet standards.
• Good knowledge of MS Excel, LucidChart, or similar tools to help with requirements gathering and demonstrating concepts.
• Experience defining and delivering complex Optimisation initiatives
• Extensive experience of understanding the relationships, dependencies and impacts of change on multiple systems, teams and processes
• Experience of formal change structure and disciplines
• Ability to work independently
• Appreciation of various Change Management methodologies
• Strong analytical and problem‑solving skills

The Process Analyst will combine rigorous process analysis, data‑driven insight and stakeholder engagement to define “to‑be” processes, support optimisation delivery and enable sustainable change across the business.

Competency outline:

• Process Analysis & Mapping
• Requirement Gathering & Documentation
• Data Analysis & Performance Measurement
• Automation & AI Enablement
• Stakeholder Engagement & Facilitation
• Communication & Presentation
• Problem Solving & Root Cause Analysis
• Change Support & Adoption
• Project Delivery & Governance
• Risk, Controls & Compliance Awareness
• Business & Insurance Industry Knowledge

About the Department & Team:

The Process Optimisation team, within Operations Excellence, is responsible for:

• Working alongside LII front office and support functions to proactively identify opportunities and design process standards to work more efficiently and effectively.
• Challenging existing methods and procedures and explore alternative solutions to complex problems.
• Designing and shaping operating models, developing the associated organizational capabilities to deliver value.
• Identify opportunities to deploy technology and automation solutions to streamline the end‑to‑end process
• Keeping in touch with developments and advancements inside and outside of the insurance industry, making recommendations on how to drive growth at GRS.
• To build and maintain a wide‑reaching internal network whilst driving external partnerships with LII’s peers and market leading organisations
• Working with senior management to assist in the development and delivery of growth strategies based on an in‑depth understanding of customer needs.