Job Ref. No. JHL033

Role Purpose

The role-holder will act as a key liaison between business users and technical teams, translating business needs into actionable technical requirements and responsible for managing the requirements of the lifecycle. He/she will ensure solutions meet defined standards through thorough testing and validation. Success will be measured by customer satisfaction and the delivery of high-quality, impactful solutions that enhance overall user experience and support organizational goals.

Main Responsibilities
Strategic Responsibilities:

• Conducting extensive business analysis by engaging business users and other relevant stakeholders to understand the business needs from a technical solution point of view, document such requirements in a comprehensive business requirements document (what and why?) and translate to a detailed functional specifications document (how?).
• Facilitating comprehensive solutions testing by developing comprehensive test cases with defined success criteria as per the requirements, formulating a traceability matrix for requirements, guiding users in the testing process and obtaining test results to inform decisions in project execution.
• Collate, analyse, and action feedback from internal and external customers, derive insights from data and design specific solutions that address customer needs and optimize digital customer experience considering optimal customer journeys.
• Conducting benchmarking in the market to align solution proposals innovatively with best practices, to ensure adherence to regulatory requirements in business operations and information handling for total compliance.
• Work proactively with key stakeholders to deliver excellence in all digital customer interactions and apply an agile change methodology to quickly and effectively drive improved customer outcomes.

Operational Function:

• Elicit requirements through interviews, document analysis, requirements workshops, surveys, business process descriptions, use cases, scenarios, business analysis, task, and workflow analysis.
• Critically evaluate information gathered from multiple sources, consolidate and translate into actionable format by the relevant stakeholders in the solution delivery team.
• Review, understand and evaluate processes and systems impacting/ supporting the business units. Identifying ways to improve processes and systems in line with changing work practices & emerging technologies.
• Design, analyse and document workflow and make appropriate recommendations that will positively impact operational effectiveness in collaboration with other stakeholders.
• Conduct root cause analysis on emerging issues from customer complaints, risk and audit issues to determine the appropriate solutions to address the gaps. Classified as Public.
• Assist with benchmarking activities with other companies and organizations within and outside the industry. Assist management in interpreting and comparing benchmarking data to Jubilee’s digital operations.
• Collaborate with relevant stakeholders to design and implement optimal Customer Journey’s across the various customer touchpoints.
• Conduct technical quality assurance on developed solutions before engaging users for User Acceptance Testing to ensure there are no obvious flaws in the solutions.

Leadership and Culture

• Work with key stakeholders to ensure products taken to market meet sponsor and end-consumer requirements through rigorous testing on the following: user acceptance testing, system integration testing, Unit testing, Operational readiness testing etc.
• Work closely with Business teams (as well as internal and external project partners where appropriate) to devise, develop and deliver appropriate technologies to optimize business operations.
• Encourage knowledge transfer and lessons learnt activities within the project team and key stakeholders from the requirements management cycle.

Corporate Governance Responsibilities:

• Work with key stakeholders to ensure products taken to market meet sponsor and end-consumer requirements through rigorous testing on the following: user acceptance testing, system integration testing, Unit testing, Operational readiness testing etc.
• Work closely with Business teams (as well as internal and external project partners where appropriate) to devise, develop and deliver appropriate technologies to optimize business operations.
• Encourage knowledge transfer and lessons learnt activities within the project team and key stakeholders from the requirements management cycle.

Key Competencies

• Demonstrated capability for problem solving, decision making and sound judgment.
• Excellent oral and written communication skills as well as excellent presentation skills
• Strong relationship building, team building and interpersonal skills for effective stakeholder management.
• Prioritizes effectively, maintains a clear focus, and sees action through to delivery.
• Builds trust and demonstrates integrity in all circumstances.
• Innovative in application of best practices as an excellent champion.
• Systems & design thinking – understanding the “big picture”.
• Awareness of the latest technological trends.

Qualifications

• Graduate degree in Business or IT related field.
• Professional qualification in Business Analysis (IIBA or equivalent).
• Professional qualification in Project Management (PMP or PRINCE2) or Process Analysis (Lean six sigma, ABPMP etc) is an added advantage.

Relevant Experience

•  At least 3-5 years’ experience in Business Analysis in complex projects.
• Knowledge of the insurance industry is an added advantage
• A thorough understanding of how to interpret customer needs and translate them into business and functional requirements for complex projects.
• Proficient in the use of Microsoft office suite and testing tools.