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At Prudential Health India (PHI), we are on a mission to make Indians healthier, while bridging the health protection gap. This is a Zero to One team undertaking a greenfield health insurance deployment in India committed to building journeys that will truly empathize with the customer and offer a differentiated, bespoke experience.
To partner us in this mission, we are looking for a talented…
Senior Analyst - Group Operations
As a Senior Analyst - Group Operations, your typical week might include the following…
- Manage health & wellness business requirements and implementation in active collaboration with functional representatives.
- Solicit, develop, and validate business requirement documentation through a clear understanding of ‘asis’ vs ‘to-be’ process, and document clear acceptance criteria for user stories.
- Lead brainstorming sessions with key stakeholders so that business requirements and opportunities are accounted for comprehensively while creating delightful experiences.
- Develop in-depth understanding of business processes, articulate use-cases, user-stories & requirement documents/ change requests for identified features/ capabilities for applicable platforms and projects.
- Perform process impact analysis across various platforms, holding an end-to-end view of user journeys.
- Design Business Process Flows, Review with Key functional Stakeholders and Obtain signoff.
- Facilitate discussions, gather feedback, and ensure the proposed improvements align with the business process objectives.
- Partner functional process owners to support capability vision, strategy & roadmap.
- Understand business objectives, processes, and products to make educated recommendations.
- Document business process flow diagrams and review with functional stakeholders.
Identify pain points, bottlenecks, redundancies, delays, errors, or any other areas to enhance the process and dig deeper to uncover the root causes of the identified pain points and inefficiencies
Check if the current process complies with relevant regulations and industry standards including legal/ compliance/ data privacy.
Use techniques such as flowcharts, BPMN diagrams, or process maps to illustrate the sequence of activities, decision points, inputs, outputs, and the roles involved in applicable business processes d) Undertake iterations in signed-off Business Process Flow, when required, in collaboration with stakeholders to refine and finalize the next version.
- Manage stakeholder expectation based on current book of work and capacity, collaborate with key business stakeholders to understand business requirements, contribute to the platform technology roadmap & driving day-to-day prioritization of work on capabilities, while collaborating closely with functional users
- Ensure that acceptance criteria are defined & met; lead testing in collaboration with functional users including jointly preparation & review of test plan, test cases, user acceptance testing.
You could be the right candidate if you…
- Have 5 years of total experience with any of these sectors: health insurance, wellness, payments, financial services e-commerce, insurance core systems, insurance tele-sales & customer servicing. At least 3 years’ experience in health insurance is required.
- Have end-to-end knowledge of health insurance products, operations processes, and technology systems.
- Can understand high-level processes and can convert them into detailed business requirement documents.
- Have a proven track record of end-to-end implementation and business outcome delivery of significant insurance systems.
- You are an expert in designing wireframes, UX flows, customer journey maps, conducting usability testing, interpreting feedback, and incorporating insights into subsequent implementations.
- Are a true team player. Have the interpersonal skills and proven ability to collaborate & communicate effectively across disciplines such as Technology, Product, Operations, Marketing & Analytics teams to deliver high-impact solutions.
- Can function as an indispensable member of the team are passionate about operating iteratively.
- Are an effective communicator, can present your strategy and persuade stakeholders while solving user problems creatively and effectively.
- Able to identify and track the appropriate metrics to assess key processes/ capabilities in pursuit of continuous improvement.
- Have hands-on knowledge of Confluence & JIRA, behavioral analytics platforms, BI tools and SDLC tracking tools.
This could be the gig for you if you…
- Have built best-in-class processes from scratch
- Are passionate about consumer behaviour and culture; enjoy spending time with customers to understand what they want. Have an attentive ear to listen to new ideas.
- Join hands with other colleagues to solve for the customer.
- Like to work in a culture where everyone can see what others are doing.
- Take help from others when stuck and encourage others when there are setbacks.
- Take full responsibility for your and your team’s output while thinking wing-to-wing across the organization.
- Are passionate about leveraging digital tools to transform customer experience.
Location: Mumbai
Title: Senior Analyst - Group Operations
Prudential is an equal opportunity employer. We provide equality of opportunity of benefits for all who apply and who perform work for our organisation irrespective of sex, race, age, ethnic origin, educational, social and cultural background, marital status, pregnancy and maternity, religion or belief, disability or part-time / fixed-term work, or any other status protected by applicable law. We encourage the same standards from our recruitment and third-party suppliers taking into account the context of grade, job and location. We also allow for reasonable adjustments to support people with individual physical or mental health requirements.
