Manager, Operations Business Solution

You are responsible for supporting business solution delivery and ongoing system enhancements across Claims and wider Group Operations. As a pooled Business Solution resource, you will be deployed flexibly across portfolios and initiatives based on business priorities. You will work closely with business users, Group IT, internal control functions, and external vendors to gather requirements, develop practical business solutions, coordinate testing and acceptance, and track delivery activities through to implementation and operational handover. 

• Perform end-to-end business analysis for assigned initiatives, including understanding business needs, gathering and documenting requirements, assessing solution options, and translating operational needs into clear business and functional requirements. 

• Partner with business users, Group IT, data teams, internal control functions, and external vendors to develop practical business solutions that are aligned with approved objectives and operational needs. 

• Prepare test strategies, test scenarios, test cases, and test data; coordinate business-user participation; perform or support testing; manage defect clarification and retesting; and facilitate user acceptance and sign-off readiness. 

• Plan and coordinate project and enhancement activities, including timelines, dependencies, stakeholder engagement, implementation readiness, deployment, post-implementation verification, and transition into BAU support. 

• Track system enhancements, remediation and risk-related activities, including RSA items where applicable, ensuring actions, owners, target dates, dependencies, and progress are clearly monitored and followed through to closure. 

• Maintain clear delivery tracking and provide timely status updates on progress, risks, issues, decisions, and required actions to relevant stakeholders and management. 

• Support production issues and operational improvements across assigned portfolios by coordinating investigation and resolution with business teams, Group IT, and vendors, and following through on preventive or corrective actions. 

• Contribute flexibly to Claims and Group Operations priorities, including process improvement, workflow transformation, automation, digitalisation, and other emerging business solution needs.

• Degree in Business, Information Systems, Computer Science, Engineering, or a related discipline; professional certification in project management, business analysis, Agile delivery, AI, automation, or insurance would be advantageous. 

• At least 5 years of relevant experience in business analysis, project delivery, system implementation, change management, testing, or production support, preferably within insurance, financial services, healthcare, or another regulated industry. Claims domain knowledge and practical understanding of insurance operations are preferred. 

• Practical experience in requirements gathering, business solutioning, preparing test scenarios and test cases, performing or coordinating testing, and facilitating user acceptance. 

• Good understanding of requirements management, system development lifecycle, UAT, release management, issue and risk tracking, process improvement, and transition into BAU support. 

• Experience coordinating system enhancements, remediation activities, operational improvements, automation, digitalisation, or workflow transformation would be advantageous. Knowledge or experience relating to healthcare services, provider management, medical case assessment, contact centre operations, or related digital healthcare journeys will be an added advantage. 

• Strong planning and collaboration skills, with the ability to coordinate activities, manage dependencies, track progress, and work effectively with business users, technology teams, internal control functions, and external vendors. 

• Strong analytical and problem-solving skills, with the ability to translate operational needs into structured requirements, practical solution options, test coverage, and actionable delivery plans. 

• Self-driven, accountable, adaptable, and comfortable working as a pooled resource across multiple portfolios and changing business priorities in a fast-paced operational environment.