Support Analyst, Advanced Operations Solutions

At AIA we’ve started an exciting movement to create a healthier, more sustainable future for everyone.
- As pioneering innovators for over 100 years, we’re now transforming our organisation to be faster, simpler and more connected. Because we want to be even better equipped to develop digital solutions and experiences that help more people live Healthier, Longer, Better Lives._
- To get there, we need people with _tech/digital/analytics_ expertise and passion to help develop positive, sustainable change through digitally enhanced experiences that will impact the lives of millions of people and create a healthier future for everyone._

If you believe in developing a better tomorrow, read on.

About the Role

As a Solutions Analyst, you will be responsible for supporting the execution and implementation of the system enhancements, new products, and projects in Life Operations, focusing on Claims.

Responsibilities:
- Actively involved in delivery and implementation of Claims System enhancements, implementation of new products, and projects requested by the business across different claims types (Healthshield, Minor/Major claims etc). These enhancements may encompass changes related to Integral Life, ClaimEz Application, artificial intelligence (AI) and optical character recognition (OCR).- Conduct a thorough analysis of end-to-end business process, systems, and data related to operations.- Create business process mappings (AS-IS & TO-BE), to ensure that process is lean prior to implementation of the automation.- Develop thorough user requirements that align with current and anticipated business needs, while also keeping in mind future changes.- Facilitate and prioritize the changes with the users and other key parties if there are gaps so that the agreed launch timeline will not be impacted.- Ensure business requirements are clearly articulate, translated and documented for efficient delivery.- Evaluate alternative high-level solutions with Information Technology and make appropriate recommendations to the users.- Serves as the intermediary between the technology and business teams, facilitating the development and implementation of new systems or improvements to existing ones.- Translate business requirements into test scenarios, conditions and expected results for user acceptance testing (UAT).- Liaise with stakeholders to ensure test environments and any specific UAT requirements are set up in readiness for test execution.- Execute the UAT and review the results, work closely with stakeholders to resolve UAT defects if any.- Provide UAT signoff after ensuring that all functionalities have been tested, defects have been identified and documented, impacts have been assessed, and resolutions provided.- Perform post implementation verification prior to project closure.- Contribute to the overall planning/re-planning of the project timeline and resources, effective monitoring of the projects/ BAU enhancements lifecycle.- Provide guidance to Analyst and Support Specialist.- Prepare end user training guide and train the trainer prior to implementation.- Actively seek continuous improvements in area of expertise and continue to be relevant to the business.

Requirements:
- Diploma or Degree Holder in Business IT, Computer Science or a related discipline.- Experience in requirements gathering and managing delivery of life/health insurance systems and integrations- Experience in UAT, follow through the defects resolution and ensure all defects are resolved.- 1 to 2 years working experience in life insurance claims operations and/or Claims background with knowledge in both operation and system areas- Knowledge on Healthshield, minor and major claims- Experience in digital products or services (mobile or web)- Certifications in Lean Six Sigma and/or Prince 2 is preferred.- Integral Life (Life 400/Asia AS400) background preferred- Good verbal and written communication skills and good interpersonal skills- Ability to work in fast paced, challenging environment while attending to multiple projects- Pro-active and self-motivated. Able to take the initiative independently and work under mínimal guidance/ supervision- Strong analytical and problem-solving skills, and ability to make decisions.- Meticulous and able to manage priorities to meet deadlines.- Positive attitude and willingness to be a team player who can share and learn, as well as guide other team members
- Build a career with us as we help our customers and the community live Healthier, Longer, Better Lives._