Business Operations Support Analyst

Job Description

• Support claims and policy administration activities in line with documented client procedures and agreed service requirements.
• Maintain operational trackers, indexes, work queues and supporting records, ensuring information is complete, accurate and current.
• Prepare recurring operational, bi-weekly and governance reports and provide clear status updates to client stakeholders.
• Support state filing and other administrative activities by gathering information, checking completeness and tracking progress.
• Coordinate with client stakeholders and internal teams to clarify requirements, resolve routine exceptions and escalate risks promptly.
• Document process steps, business rules, decision points and escalation triggers, and contribute to the development and maintenance of SOPs.
• Perform quality checks on completed work and maintain supporting evidence in accordance with agreed controls.
• Identify recurring issues, process gaps and opportunities for standardisation, automation or improved reporting.
• Manage multiple priorities and meet agreed turnaround times while maintaining confidentiality and data-handling standards.
• Participate in knowledge transfer, cross-training, governance reviews and continuous-improvement initiatives.

• Bachelor’s degree or equivalent professional experience in business, operations, insurance, finance or a related discipline.
• At least 2 years of experience in business operations, administrative support, insurance operations, reporting or a comparable client-service environment.
• Strong working knowledge of Microsoft Excel and the ability to maintain structured trackers and operational reports.
• Excellent written and verbal communication skills, with fluency in English.
• Strong attention to detail and the ability to follow procedures, maintain audit trails and handle confidential information.
• Ability to work independently, manage competing priorities and collaborate effectively with client and internal stakeholders.

• Experience in captive insurance, claims administration, policy administration, corporate secretarial support or regulatory/state filings.
• Experience creating or improving SOPs, process maps, governance packs or management reports.
• Working knowledge of Power Query, Power BI, workflow tools or AI-assisted productivity tools.
• Experience in a controlled, regulated or audit-sensitive operational environment.

• Customer Orientation: Service orientation, responsiveness, stakeholder focus.
• Analytical Ability: Problem solving, accuracy, informed decision-making.
• High Impact Communication: Clear written and verbal communication, professional English.
• Learning & Innovation: Openness to new ideas, continuous learning, process improvement.
• Risk & Control Awareness: Compliance with procedures, secure data handling, timely escalation.