Purpose:

• Work within the Operations function under the guidance of the Head of Operations to identify technical, process, and product requirements, and align them to the business transformation strategy of the organization for implementation. The Business Analyst will focus on analyzing and optimizing claims, client service, and operational processes, while supporting digital initiatives to improve efficiency, reduce costs, and enhance customer satisfaction. The role will also work closely with the Assistant Manager – Claims, product managers, and project teams to implement solutions that address customer complaints, inefficiencies, and operational gaps.

Key responsibilities:

• Liaise with business units (Claims, Underwriting & Client Operations) to capture business requirements and produce clear Requirement Specifications & Use Cases.
• Conduct workshops with stakeholders to validate requirements and secure alignment across  business units and management.
• Analyze claims processes and customer touchpoints to identify inefficiencies, delays, and gaps contributing to complaints or losses.
• Recommend and design process improvements and automation solutions to enhance turnaround times and service quality.
• Verify and approve design solutions and test cases to ensure business requirements are fully met.
• Consolidate and harmonize business requirements across operations to create synergies and avoid duplication.
• Provide business case input, including financial details, prioritization, and impact analysis for proposed initiatives.
• Support IT and project teams in implementing process and system changes, ensuring compliance with regulatory requirements.
• Conduct high-level analysis of change requests and classify them into products or architecture domains.
• Verify that requirements are testable and generate testing objectives, strategies, plans, and scripts.
• Review vendor test plans and ensure solutions meet business requirements.
• Support User Acceptance Testing (UAT) by reviewing and validating end-user test cases and results.
• Develop standardized documentation for requirements, use cases, test cases, and process improvements.
• Monitor post-implementation performance of solutions to ensure they deliver the intended benefits.

 Knowledge, experience, and qualifications required

• Degree in Computer Science or technical-related field from an accredited institution
• Familiarity with Agile development methodologies
• Excellent communication, stakeholder engagement, and report writing skills.
• Knowledge of business strategy and of business implications of IT/Service solutions roadmaps.
• Strong analytical, problem-solving, and process mapping skills.
• Business analysis skills and Knowledge of the software development and implementation cycle