Job description

Role Overview
We are seeking an experienced Business Analyst to drive digital transformation, customer journey enhancement, and operational excellence initiatives. This role will partner with cross‑functional stakeholders to deliver impactful business solutions, streamline processes, and support technology‑enabled change.

Key Responsibilities

Analyse business processes, customer journeys, and operational workflows; identify opportunities for service improvement, digitalisation, automation, and transformation.
Gather, document, and validate business requirements, user stories, process flows, and functional specifications; conduct impact and gap assessments.
Consolidate procedures, policies, service guidelines, FAQs, and operational knowledge; structure and maintain business knowledge repositories; ensure content quality, consistency, and governance.
Coordinate stakeholders across Operations, Customer Service, Risk/AML, Technology, and vendors; facilitate workshops, walkthroughs, and requirement discussions; drive alignment, decisions, and follow‑up actions.
Conduct market research and solution assessments; support RFP preparation, vendor briefings, demonstrations, and evaluations; perform fit‑gap analysis and support implementation.
Prepare and review UAT scenarios and test cases; support UAT execution, defect resolution, deployment, and user training; drive adoption and collect feedback.
Develop and maintain project plans and delivery schedules; track milestones, dependencies, issues, and risks; prepare status reports and management updates.
Analyse operational data and business metrics; define, track, and review expected benefits and success measures.

Qualifications

Minimum 5 years’ experience in Business Analysis within the insurance or financial services industry.
Proven experience in policy services, customer experience, AML operations, risk management, or digital product/operations transformation.
Strong background in driving projects from requirements gathering through implementation.
Experience in digital transformation initiatives; exposure to AI‑related projects is preferred.
Skilled in stakeholder management, workshop facilitation, and vendor coordination.
Strong analytical, communication, and problem‑solving skills, with solid project coordination and delivery management capabilities.
Bachelor’s degree or above in Business Administration, Information Systems, or a related discipline.

If you believe you have the right skills, attitude and experience please click 'apply now' below and upload your resume. Alternatively, for a confidential chat, please contact Kevin Ng by applying directly to email kng@captarpartners.com or reach out at +852 3901 8736.

We apologies that only shortlisted candidates will be contacted.