Business Analyst/Capability Lead

Job Title: Business Analyst/Capability Lead

Location: Kuala Lumpur, Malaysia

Job Description*

Looking for a Business Analyst/Capability Lead – Digital Servicing who can lead digital servicing capabilities across Asia and Africa to create scalable, customer-centric servicing journeys.

Mandatory skills*

Candidates should have over 12 years in life insurance or financial services with deep knowledge of servicing processes and regulatory environments, proven digital transformation leadership, stakeholder engagement skills, familiarity with CRM and agile methodologies, and strong communication abilities. A bachelor's or master's degree is required

Desired skills*

• Product leadership and delivery: The role involves defining and managing the product vision and roadmap for servicing initiatives, ensuring end-to-end delivery with measurable business benefits, and prioritizing based on business impact and customer feedback. Collaboration with country teams and delivery partners is essential to meet operational, regulatory, and technical requirements.

• Governance and continuous improvement: Responsibilities include ensuring governance compliance, managing risks and change requests, driving adoption of straight-through processing (STP) capabilities across channels, and leveraging data-driven insights for innovation and optimization. Monitoring impact through defined OKRs is also required.

Domain (Industry)*

Life Insurance and/or Financial Services