Senior Functional Business Analyst – Claims Transformation- Malaysia

Senior Functional Business Analyst – Claims Transformation

Location: Malaysia Delivery Centre

Experience: 10–15 years

Domain: Life, Health & Employee Benefits Insurance

Role Overview

We are seeking a Senior Functional Business Analyst to support the Client’s global claims transformation programme. The role will focus on the implementation of a next-generation claims platform, replacing a legacy, traditional claims system and rolling out across multiple regions.

The new platform embeds AI-driven decisioning and automation, which must be carefully tuned to the Client’s business rules, regulatory obligations, and customer experience standards across territories. This role requires close collaboration with global business stakeholders, local market teams, product owners, operations, and technology teams across multiple geographies.

The ideal candidate is can-do, proactive, articulate, and highly collaborative, capable of translating complex business requirements into high-quality BRDs, FSDs, process flows, and user stories, while operating confidently in a multi-territory delivery environment.

Key Responsibilities

• Act as the functional subject matter expert for claims processes across Life, Health, and Employee Benefits products
• Elicit, analyse, and document business requirements through workshops, interviews, and stakeholder discussions across multiple regions
• Translate business needs into Business Requirement Documents (BRD), Functional Specification Documents (FSD), process flows, and user stories
• Define and optimise end-to-end claims processes, including straight-through processing, exception handling, and AI-assisted decisioning
• Work closely with product owners and technology teams to ensure accurate functional design and alignment with client standards
• Support AI model tuning and rule configuration by defining business logic, decision criteria, thresholds, and exception scenarios
• Manage and reconcile regional variations in regulatory, operational, and product requirements
• Support UAT planning and execution, including test scenario design, defect analysis, coordination, and business sign-off
• Serve as a key liaison between global client stakeholders, regional business teams, and the Malaysia delivery centre

Mandatory Skills & Experience

• 10–15 years of experience as a Business Analyst / Process Analyst, preferably in large-scale insurance transformation programmes
• Strong domain expertise in insurance claims, with hands-on experience in:
• Life Insurance
• Health Insurance
• Employee Benefits (Group Health)
• Proven experience producing BRD, FSD, user stories, and functional process documentation
• Solid understanding of the end-to-end claims lifecycle, including adjudication, payment processing, recoveries, and fraud controls
• Experience working in global, multi-territory delivery models with geographically distributed stakeholders
• Strong facilitation, communication, and stakeholder management skills; comfortable engaging with senior business leaders
• Strong analytical mindset with attention to detail and structured problem-solving capabilities

Desired / Advantageous Skills

• Experience with claim platforms or modern digital claims systems
• Exposure to AI, rules engines, or decision automation within insurance operations
• Familiarity with Agile / Scrum delivery methodologies, including backlog refinement and sprint ceremonies
• Experience working with APAC insurance markets
• Knowledge of insurance regulatory and compliance requirements affecting claims processing
• Prior experience in a delivery centre or global CoE model supporting head-office stakeholders