IT Business Quality Associate Manager for Insurance Operations

IT Business Quality Associate Manager for Insurance Operations

Quality Assurance & Control (Manufacturing, Transport & Logistics)

The role serves as a liaison between IT and the various Life Operations SMEs (Subject Matter Experts) to ensure that the requirements set out for back office applications and processes are met, best practices are applied, and establish project schedules.

The role requires a deep understanding of the Life Operations processes as a whole, considerate of the customer impulse to achieve our brand vision “to change the way people feel about insurance”.

KEY RESPONSIBILITIES

Requirements Gathering/Documentation. To define in more detail the required system inputs, processes, outputs and interfaces

• Study and analyze the various strategic initiatives, change requests and production issues and provide initial assessment/estimation on potential impact to current business processes and requirements documentation
• Document business process descriptions and collect requirements from SMEs considerate of the risks related to how the technology will be integrated into the standard operating procedures.
• Draft and elicit business requirements specifications (BRS) in accordance to the project’s goals and objectives which becomes the basis for IT’s design activity (FRS documentation). All identified requirements should fall within the constraints of the project scope and align with the customer’s statement of needs.
• Generate a requirements traceability matrix to ensure that all requirements defined for a system are tested during the UAT (User Acceptance Test) and that no necessary functionality has been overlooked.
• Construct logical models that describe the data and business processes needed to support the requested functionality. Processes are identified along with any of the associated data they use or create.

Functional Testing / Validation. To assess the solution’s conformance to functional requirements identified in the BRS from the Requirements Gathering phase and provide a recommendation for User Acceptance. 

• Review the UAT Plan and ensure that identified test cycles, testing schedule, and allocation of resources are optimal while being considerate of Operations’ BAU activities.
• Prepare Test Conditions based on the approved BRS and update the requirements traceability matrix
• Assist and provide guidance to the Business Quality Associate/s and various Life Operations UAT representatives in preparing and executing test scripts in accordance to the test conditions
• Validate problems/defects identified during UAT and coordinate with the UAT representatives, SMEs, and IT on the timely resolution of such issues
• Provide timely updates on UAT activities, summarizing critical issues that may impact the overall testing schedule, and recommend potential workarounds as needed while developing viable permanent solutions for change request filing
• Provide recommendation for UAT signoff and document applicable exclusions (if any)

Implementation and Training. Ensure that system enhancements and/or new applications are satisfactorily brought into operation and that actual results conform to what was signed off during UAT.

• Oversee post implementation smoke testing and regular QA checking to ensure that critical functions work as expected and provide an indication on the stability of the build promoted to production
• Prepare training materials, user manuals, and conduct walkthroughs to affected users and SMEs on the proper navigation and use of new applications and/or system enhancements
• Prepare reports/dashboards to measure the performance of system enhancements and monitor if objectives from the project gating process are met
• Ensure that the implemented system adheres to all mandates, physical constraints and service level agreements

BAU. Provide leadership and develop Business Quality Associate/s.

• Work closely with Implementation and Operations managers and serves as the bridge between IT and Operations functional teams.
• Monitor progress of projects/initiatives emphasizing issues that affect the critical path of the initiative
• Provide immediate support/consultation on production issues related to previously implemented system enhancements and/or new applications
• Ensure that all Business Quality Associate/s comply with time reporting and other mandated organizational and corporate policies
• Ensure that Business Quality Associate/s are trained, and are able to effectively and consistently use the appropriate application/management tools
• Perform other tasks that may be assigned by the immediate superior.

SKILLS & EXPERIENCE

• A bachelor’s degree in business, engineering, or information technology
• With an ALMI or ACS LOMA certification or at least 3 passed LOMA courses
• Lean Six Sigma certification is an advantage
• MBA degree is an advantage
• At least 5 years experience in business analysis or a related field in finance or life insurance
• Adept in business process management governance
• Experience creating detailed reports and giving presentations.

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