Assistant Manager, Business Analyst (Health Claims)

ABOUT THE ROLE

The Business Analyst Assistant Manager is a specialist role supporting the Health Claims domain. The role combines deep Health Claims business and system expertise with leadership responsibilities to drive strategic initiatives, claims transformation programmes, operational improvements, and production support activities. The incumbent will partner closely with Claims Operations, Product, Technology teams and external vendors to ensure successful delivery of business outcomes while maintaining operational stability and customer service standards.

KEY RESPONSIBILITIES INCLUDE

• Domain Ownership and Strategic Advisory
• Serve as the subject matter expert for Health Claims business processes, systems, and operational workflows.
• Lead impact assessments and solution design for Health Claims initiatives, regulatory changes, operational improvements, and system enhancements.
• Partner with Claims Operations to identify process optimisation and automation opportunities that improve operational efficiency and customer experience.
• Provide business analysis support for claims adjudication, claims servicing, reimbursement, and claims-related customer journeys.
• Business Analysis Leadership and Delivery
• Lead and manage Health Claims projects and enhancement initiatives from requirements gathering through implementation.
• Work closely with Product, Operations, IT, and vendors to ensure proposed solutions meet business and operational requirements.
• Perform business impact assessments for incidents and change requests affecting Claims Operations.
• Operational Readiness, Testing and Training
• Oversee end-to-end testing activities for Health Claims initiatives and ensure operational readiness before implementation.
• Support production issue analysis, defect triage, and post-implementation stabilisation activities.
• Facilitate stakeholder training and change adoption for new Claims processes and system enhancements.
• Governance, Quality and Continuous Improvement
• Establish and uphold domain-specific analysis standards and best practices.
• Drive continuous improvement initiatives across analysis, testing and operational processes.
• Ensure compliance with governance, risk and control requirements.

REQUIREMENTS

Key Skills and Competencies

• Deep domain and systems expertise with strong business, system and operational understanding.
• Strong leadership presence with the ability to provide guidance to team members.
• Excellent analytical, structured thinking to resolve complex business and operational challenges, good problem-solving and decision-making capabilities.
• Strong understanding of testing, change adoption and operational environments.
• Able to manage multiple initiatives, deadlines and cross-functional dependencies.
• Ability to coach, guide and build high-performing business analyst teams, supports succession planning.
• Builds credibility with stakeholder; can drive alignment and decisions, strong engagement and influencing skills.
• Risk & Issue Management – Able to identify, assess, and mitigate business, operational, and project risks proactively.
• Strong written, verbal and presentation skills, can translate complex ideas for multiple audiences.
• Strong understanding of Health Claims operational processes, claims lifecycle, customer servicing requirements, and associated business controls.
• Experience supporting production incidents, root cause analysis, and operational issue resolution.
• Ability to balance project delivery commitments with production support responsibilities in a complex operational environment.

Experience and Profile

• Extensive experience in Business Analysis with proven delivery of complex and high-impact initiatives.
• Strong Health Insurance and Health Claims domain knowledge, including claims servicing processes, claims operations, claims systems, and customer servicing workflows.
• Experience supporting testing and training in operational environment.
• Degree in Information Technology or Business Information System.
• Minimum 5 years of experience in Business Analysis, User Acceptance Testing, and delivery of business or technology initiatives within insurance operations. Experience in Health Insurance or Claims-related functions will be highly advantageous.

OTHER COMPETENCIES & TRAITS

• Curiosity and Continuous Learning – seeks innovative solutions rather than defaulting to existing approaches.
• Empathy and Stakeholder Sensitivity – understands the needs, concerns and pressures of different stakeholder, direct report and peers. Build strong working relationships and encourage collaboration.
• Integrity and Trustworthiness – demonstrates reliability and confidentiality when handling sensitive information, builds credibility as a trusted advisor.
• Visionary and Forward Thinking – helps the team and stakeholders focus on long-term values, not just immediate deliverables.
• Resilience and Calm under pressure – maintains composure in high pressure or ambiguous situations.
• Collaboration and Team Orientation – actively works across functions and team to achieve results. Values knowledge sharing and collective problem solving.
• Attention to Detail with Strategic Awareness – balance meticulous analysis with understanding of bigger business context.