Maintain effective vendor relationships and monitor performance against agreed KPIs and service levels.
Manage day-to-day operational matters and escalations for outsourced services such as roadside assistance, car replacement, and takaful surplus processes.
Support contract administration activities including renewals, compliance monitoring, and service standard adherence.
Resolve operational issues promptly through structured analysis and coordination with relevant stakeholders.
Analyze operational data and performance trends to identify gaps, risks, and improvement opportunities.
Gather, document, and validate business and user requirements for operational enhancements and new initiatives.
Translate requirements into clear functional specifications, user stories, and test scenarios.
Coordinate and manage User Acceptance Testing (UAT), ensuring solutions meet business and operational needs prior to deployment.
Support process improvement initiatives to enhance efficiency, control, cost management, and customer experience.
Prepare management reports and dashboards on operational performance, vendor outcomes, and improvement initiatives.
Document requirements, processes, testing outcomes, and operational controls in accordance with team standards and governance requirements.

Minimum 5 years of relevant experience in operations, business analyst or process excellence roles.
Proven experience in data analysis, requirements gathering, solution analysis, and UAT management for operations-related initiatives.
Experience working with outsourced service providers or vendor-managed environments is an advantage.
Strong business analysis and problem-solving skills with the ability to translate business needs into practical solutions.
Good understanding of operational processes, service delivery, and performance management.
Strong analytical skills with experience working with operational data and reports.
Effective communication and stakeholder management skills.
Well-organized, detail-oriented, and able to manage multiple priorities independently.
Proficient in digital and process improvement tools, including Power BI, Power Automate, and Lean methodologies (e.g. Lean / Lean Six Sigma qualification preferred).
Bachelor’s degree in business, Information Systems, Operations Management, Data Analytics, or a related field.
Relevant certifications in business analysis or project management are an advantage.

Operations Implementation Analyst

Key skills