Specialist, Policy Services

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About the Role

As part of the Customer Centricity and Operations Strategy team, you will drive business transformation and operational excellence across Life Operations through projects, process improvements, digitalisation, and data-driven insights.

You will partner with business and technology stakeholders to translate operational needs and data into scalable solutions that improve customer experience, efficiency, and business outcomes.

Responsibilities:

• Lead strategic initiatives, system enhancements, and process improvements supporting Customer Centricity and Life Operations objectives.
• Partner with stakeholders to identify opportunities for optimisation, automation, and digitalisation.
• Gather, analyse, and document scalable business and system requirements.
• Evaluate solution options with Technology teams, balancing business value, efficiency, and technical feasibility.
• Lead requirement reviews, stakeholder alignment, prioritisation, sign-off, and delivery against agreed milestones.
• Support project planning, resource and risk management, training, change management, and implementation.
• Analyse operational and customer data to identify trends, root causes, risks, and improvement opportunities.
• Develop dashboards, reports, and actionable recommendations to support business decisions.
• Present requirements, insights, and recommendations clearly to technical and non-technical stakeholders.
• Keep abreast of developments in analytics, digitalisation, customer experience, and policy servicing.

Requirements:

• Diploma or Bachelor's Degree in Insurance, Business, Computer Science, Data Analytics, or a related discipline.
• Experience in Life Insurance Operations, business analysis, system enhancements, project delivery, or process improvement.
• Knowledge of policy administration systems, including Integral Life (Life400/AS400), is an advantage.
• Strong analytical, problem-solving, and critical-thinking skills, with the ability to translate data into business recommendations.
• Familiarity with analytics and visualisation tools such as Databricks, Tableau, or Power BI knowledge of predictive analytics is an advantage.
• Strong communication, presentation, and stakeholder-management skills across technical and non-technical audiences.
• Proactive, detail-oriented, and able to work independently and collaboratively in a fast-paced environment.
• Passion for continuous improvement and willingness to learn new technologies and support operational needs.
• Adaptable, collaborative, and able to manage multiple priorities and stakeholders