Manage BAU system incidents end-to-end: triage issues, escalate to IT, perform root cause analysis, coordinate resolution, conduct bug-fix / ad-hoc UAT testing, and perform post-deployment monitoring.
Support system enhancements and product developments impacting the NB journey: participate in requirement discussions, perform system impact assessment, review UREQs, coordinate and/or execute UAT if required, and support post-implementation verification.
Provide support for the Core Replacement Programme (CRP), including requirement discussions/UAT and, where applicable, supporting go-live and migration activities.
Oversee NB system access management, including onboarding/offboarding, access provisioning, periodic access reviews, and coordination with relevant parties for controls compliance (e.g., Reporting Services, SharePoint, shared folders, Tableau).
Support regulatory and compliance deliverables, including FATCA/CRS reporting activities (e.g., data extraction/verification, XML review where applicable, IRAS submissions) and regulatory-driven system changes.
Support controls activities such as ITDR and related exercises (pre-exercise discussions, participation, output verification), ad-hoc RHA activities, and post-deployment verifications after tech refresh/technical deployments.
Support data extraction request for business need and audit.
Prepare business reporting related to NB activities, as required.
Requirements
Degree/diploma in Business, Information Systems, or a related discipline (or equivalent relevant experience).
Experience in operations/system support within insurance/financial services, including incident management and stakeholder coordination with IT.
Hands-on experience in UAT activities (test planning, execution, defect logging, validation, post-release monitoring) and understanding of change processes.
Ability to analyse issues, perform basic root cause analysis, and communicate clearly with both business users and IT teams.
Good interpersonal and documentation skills; able to facilitate discussions and produce clear requirements.
Proficiency in Microsoft Excel (e.g., pivot tables, lookups, basic data analysis); able to work with datasets for reporting and reconciliations (value added).
Insurance operations processing experience (e.g., new business / underwriting / policy servicing workflows) to support requirement discussions and issue triage (value added).
Strong organisational skills to manage multiple concurrent activities (BAU incidents, enhancements, regulatory timelines) with good attention to detail.
