Officer, ITOP Business Analysis

About FWD Group
FWD Group (1828.HK) is a pan-Asian life and health insurance business that serves approximately 40 million customers across 10 markets, including BRI Life in Indonesia. FWD’s customer-led and tech-enabled approach aims to deliver innovative propositions, easy-to-understand products and a simpler insurance experience. Established in 2013, the company operates in some of the fastest-growing insurance markets in the world with a vision of changing the way people feel about insurance. FWD Group is listed on the main board of the Hong Kong Stock Exchange under the stock code 1828.
For more information, please visit www.fwd.com
FWD Vietnam was established in 2016 and is a member of FWD Group. For more information, please visit www.fwd.com.vn
PURPOSE
To act as the Business Analyst for front-end (FE) systems supporting life insurance transactions across Policy Service, Distribution and Claims, ensuring that business needs are translated into practical system solutions and delivered with quality.
Partner with business users to understand operational needs, pain points and improvement opportunities.
Support projects, enhancements and production issues throughout the end-to-end delivery lifecycle.
Help improve customer, agent and operational user experience through effective digital solutions.
KEY ACCOUNTABILITIES
Elicit, analyse, validate and document business requirements through workshops, interviews, process reviews and data analysis.
Translate business needs into clear Business Requirement Specifications, Functional Requirement Specifications, user stories, process flows, business rules, data requirements and acceptance criteria.
Analyse front-end journeys and transactions supporting Policy Service, Distribution/Sales and Claims, including related integration points with back-end or partner systems.
Work with business users, developers, architects, QA teams, vendors and Group IT to clarify requirements and align feasible solutions.
Plan and coordinate UAT, including scope, scenarios, test cases, test data, defect triage, retesting and business sign-off.
Support release readiness, implementation, user communication, training materials and post-go-live validation where required.
Provide functional support for production incidents and service requests; investigate business impact, reproduce issues, coordinate resolution and recommend preventive enhancements.
Maintain requirement traceability, decisions, risks, issues and documentation in accordance with BA governance and standards.
Manage multiple assigned initiatives and BAU requests, communicate progress proactively and escalate risks or blockers promptly.
QUALIFICATIONS / EXPERIENCE
Bachelor’s degree in information technology, Information Systems or a related discipline.
Minimum 2-3 years of hands-on Business Analyst experience in life insurance or a closely related insurance domain.
Practical experience supporting front-end applications and insurance journeys or transactions, preferably across Policy Service, Distribution/Sales and Claims.
Experience in requirements analysis, functional documentation, UAT coordination and production support.
Experience working with cross-functional teams, vendors and multiple business stakeholders.
Exposure to Agile and/or Waterfall delivery is preferred.
KNOWLEDGE & TECHNICAL SKILLS
Good understanding of the life insurance policy lifecycle and common transactions in Policy Service, Distribution/Sales and Claims.
Strong requirements elicitation, process analysis, functional specification and documentation skills.
Ability to create process flows, use cases/user stories, business rules, data mappings and test scenarios.
Working knowledge of front-end applications, system integration concepts, APIs, batch interfaces and data flows.
Good analytical, root-cause analysis, problem-solving and prioritization skills.
Good stakeholder management, facilitation, negotiation and presentation skills.
Able to work independently, manage parallel assignments and collaborate effectively in a team environment.
Good written and spoken Vietnamese and English.
Familiarity with Jira, Confluence, Azure DevOps, Visio or similar tools is an advantage.