Purpose

Undermoderatesupervision,thisrolehasresponsibilityfortheadministrationofcontracts withoutsidevendorsinlinewiththefunctionsmanagementstrategy.Reviewingvendor performanceincludingservicelevelsanddataanalysisfortrendsandopportunitiesfor improvements.Actsasapointofcontactforresolutionofoperationalandtechnicalissues associatedwithvendors.Monitorstheday-to-dayrelationshipwithvendors.Supportsthe overalloperationsimplementationfunctionwhichincludesexecutionofday-to-day operationsinselectedpolicyrelatedprocessesanddeliveringchangeinitiativesforthe functionororganization.Rolewillhaveresponsibilitiesinoperations,data analysis/analyticsandbusinessanalystareaswhichincludeuserstoriesdevelopment and testing.

KeyResponsibilities

OperationsVendorManagement

• Maintaineffectivevendorrelationshipsandmonitorperformanceagainstagreed KPIs and service levels.
• Manageday-to-dayoperationalmattersandescalationsforoutsourcedservices such as roadside assistance, car replacement, and takaful surplus processes.
• Supportcontractadministrationactivitiesincludingrenewals,compliance monitoring, and service standard adherence.
• Resolveoperationalissuespromptlythroughstructuredanalysisandcoordination with relevant stakeholders.

Business Analysis Implementation

• Analyzeoperationaldataandperformancetrendstoidentifygaps,risks,and improvement opportunities.
• Gather,document,andvalidatebusinessanduserrequirementsforoperational enhancements and new initiatives.
• Translaterequirementsintoclearfunctionalspecifications,userstories,andtest scenarios.
• CoordinateandmanageUserAcceptanceTesting(UAT),ensuringsolutionsmeet business and operational needs prior to deployment.

Process Improvements Governance

• Supportprocessimprovementinitiativestoenhanceefficiency,control,cost management, and customer experience.
• Ensureoperationalproceduresanddocumentationareaccurate,uptodate,and aligned with actual practices.
• Supportsurplusmanagementoperations,includingsystemandprocess enhancements to improve effectiveness.

ReportingStakeholderEngagement

• Preparemanagementreportsanddashboardsonoperationalperformance,vendor outcomes, and improvement initiatives.
• Workcloselywithcross-functionalteamsincludingoperations,customerservice, claims,procurement,IT,andcompliancetoensuresmoothimplementationof initiatives.

Documentations Controls

• Maintainaccuratedocumentationofrequirements,processes,testingoutcomes, and operational controls in accordance with team standards and governance requirements.

Requirements

Experience

• Minimum5yearsofrelevantexperienceinoperations,businessanalystorprocess excellence roles.
• Provenexperienceindataanalysis,requirementsgathering,solutionanalysis,and UATmanagementforoperations-relatedinitiatives.
• Experienceworkingwithoutsourcedserviceprovidersorvendor-managed environments is an advantage.

Skills Competencies

• Strongbusinessanalysisandproblem-solvingskillswiththeabilitytotranslate business needs into practical solutions.
• Goodunderstandingofoperationalprocesses,servicedelivery,andperformance management.
• Stronganalyticalskillswithexperienceworkingwithoperationaldataandreports.
• Effectivecommunicationandstakeholdermanagementskills.
• Well-organized,detail-oriented,andabletomanagemultiplepriorities independently.
• Proficientindigitalandprocessimprovementtools,includingPowerBI,Power Automate,andLeanmethodologies(e.g.Lean/LeanSixSigmaqualification preferred).

Education

• Bachelor'sdegreeinbusiness,InformationSystems,OperationsManagement,Data Analytics, or a related field.
• Relevantcertificationsinbusinessanalysisorprojectmanagementarean 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!

• Location(s): MY - Kuala Lumpur, MY - Remote Work
• Remote working:
• Schedule: Full Time
• Recruiter name: Taren Kaur
• Closing date: