Claims System Support, Manager

(A) Attend to ENF (Error Notification Form) submitted by business user:

1. Analyze and investigate the error reported by business user.
2. Identify root cause of the error (if any) and advise business user accordingly.
3. Propose workaround to business user (if any) while waiting for system rectification.
4. Update tracking file to reflect the latest status.

(B) Handling of System Service Request (SSR) / Report Request Form (RRF) / Data Patching Form (DPF) / Plan Wizard Master Table Request (PWMT):

1. Investigate and troubleshoot system issues reported by business user.
2. Raise system request via e Helpline to rectify system error and follow up closely with vendor/ISD for error resolution:
1. SSR (System Service Request) – for application issues.
2. RRF (Report Request Form) – for output issues.
3. DPF (Data Patching Form) – for policy data issues.
4. PWMT (Plan Wizard Master Table) – for setup issues.
3. Prepare test scripts to test the applications based on affected system module.
4. Understand the root cause of the application error before commencing UAT.
5. For data rectification, understand the approach proposed by ISD/vendor and study the impact and assess the viability of the solution.
6. Perform and complete User Acceptance Test (UAT) within the timeline pre-defined by superior.
7. Perform data verification in testing environment to ensure that corrupted data is duly rectified.
8. Perform PWMT setup and understand the linkage of each setup to respective system module and processing screen.
9. Sign off UAT if test results are correct.

(C) Handling of System Change Request (SCR):

1. Attend ad-hoc meeting arranged by other Department to discuss the need for system enhancement due to new regulations imposed by LIAM/BNM/any other regulatory body.
2. Study and understand business requirements provided by business user and translate them into system requirements by raising SCR.
3. Perform impact analysis with other Departments and submit SCR via e Helpline.
4. Prepare test plan and test script to cover all important business scenarios.
5. Obtain SCR costing approval.
6. Review Requirement Analysis Document (RAD) prepared by vendor to ensure that gaps are clearly specified and the required solution is fully described by vendor before obtaining RAD sign off from impacted departments.
7. Perform UAT to ensure that fix delivered is as per user requirement and there is no impact to existing application.
8. Prepare user manual/user guide on newly introduced system functionality.

(D) Product Testing (Claims module):

1. Participate in Product Implementation Committee (PIC) meeting.
2. Review and study new product factsheets and evaluate system functionalities for Day 2 system enhancement.
3. If the new product features are not covered in Day 1 enhancement, raise system change request (SCR) for gaps to be developed after receiving business requirements from business user.
4. Perform impact analysis with other Departments and submit SCR via eHelpline with approval from respective HOD.
5. Review Requirement Analysis Document (RAD) prepared by vendor to ensure gaps are clearly specified and the required solution is fully described by Vendor before obtaining RAD sign off from respective HOD, if any.
6. Prepare Test Scripts to test the applications based on new product features and user requirements stated in SCR.
7. Set up Plan Wizard and Master Tables (PWMT) for Day 2 product to be tested in testing environment (if required).
8. Perform UAT as per Day 2 Product System Readiness Schedule.
9. Set up and verify Plan Wizard and Master Tables (PWMT) in production environment (if any).
10. Obtain PWMT Sign off for verification/setup done in testing environment and Production environment (if any).

(E) IT Project/Process Improvement:

1. Attend and provide feedback in business requirement gathering session and project meeting conducted by project manager.
2. Analyze and clarify business requirements provided by business user especially in the areas of system integration with PentaISF and I&W system.
3. Participate in the following tasks to ensure all business functions within the scope of the project are covered:
1. Raise and register SCR in e Helpline for system enhancement.
2. Prepare test plan and test scripts.
3. Carry out User Acceptance Test (UAT).
4. Complete project related tasks as per agreed timeline.

Others:

1. Ensure compliance with Company and Regulatory policies and regulations. Other duties as required by the Management.
2. Provide feedback or give suggestions to improve operational efficiency.
3. Update and maintain SOP/User Guide/System Guide.
4. Carry out assigned KRA.
5. Undertake other work/duties/ad-hoc project assigned by superior as required.

Job Requirement:

1. Good understanding of Life Insurance, Insurance Act, Life Insurance cycle, and Product Development cycle.
2. Familiar with project-related work.
3. Keen to do system enhancement and implement new applications to enhance work processes to increase work efficiency and staff productivity.
4. Microsoft Office i.e. Word, Excel, and PowerPoint.
5. Candidate must possess at least a Degree in Business Administration/ Computer Science or relevant disciplines.
6. Has 3-5 years relevant working experience.
7. Strong analytical and problem-solving skills.
8. Self-motivated with the ability to prioritize, meet deadlines, and manage changing priorities.
9. Proficient in English, with excellent communication (oral and written) and interpersonal skills.