Operations Executive

Purpose

Under moderate supervision, this role has responsibility for the administration of contracts with outside vendors in line with the functions management strategy. Reviewing vendor performance including service levels and perform analysis for trends and improvement opportunities. Acts as a point of contact for resolution of operational and technical issues associated with vendors. Supports the overall operations implementation function which includes execution of day-to-day operations in selected policy related processes and delivering change initiatives for the function or organization. Role will mainly be responsible in operations and assist with operational changes, system testing and implementation activities when required.

Key Responsibilities
Operations & Vendor Management

• Maintain effective vendor relationships and monitor performance against agreed KPIs and service levels.
• Manage day-to-day operational matters and escalations for outsourced services. 
• Resolve operational issues promptly through structured analysis and coordination with relevant stakeholders. 
• Act as a point of contact for operational and system-related issues involving vendors and relevant internal teams.
• Investigate and track outstanding cases, follow-up actions and escalations until closure. 
• Support complaints management process – investigation, resolution and future mitigation. 
• Support vendor contract administration activities including renewals, compliance monitoring, and service standard adherence.
• Support the implementation of operational changes, new processes and service improvements.

Business Analysis & Implementation

• 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.

Reporting & Stakeholder Engagement

• Prepare management reports and dashboards on operational performance, vendor outcomes, and improvement initiatives.
• Work closely with cross-functional teams including operations, customer service, claims, procurement, IT, and compliance to ensure smooth implementation of initiatives.

Documentation & Controls

• Maintain accurate documentation of requirements, processes, testing outcomes, and operational controls in accordance with team standards and governance requirements.

Requirements
Experience

• Minimum 2-3 years of relevant experience in operations, service delivery, vendor coordination or a related role.
• Experience in managing day-to-day operational matters, service issues, escalations and follow-up actions.
• Experience working with outsourced service providers, financial services or vendor-managed environments is an advantage.

Skills & Competencies

• 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 coordination, follow-up and problem-solving skills 
• Effective communication and stakeholder management skills. 
• Able to manage operational issues and escalations in a timely and professional manner. 
• Proficient in Microsoft Excel, Word and PowerPoint, with the ability to prepare basic reports and maintain trackers. 
• Well-organized, detail-oriented, and able to manage multiple priorities independently.
• Exposure to Power BI, Power Automate or process improvement tools is an advantage.

Education

• Bachelor’s degree in business administration, Operations Management or a related field.
• Relevant certifications in business analysis or project management are an advantage.

You are the heart & soul of Zurich! 

At Zurich, we like to think outside the box and challenge the status quo. We take an optimistic approach by focusing on the positives and constantly asking What can go right?

We highly value the experience and know-how of our employees and offer a wide range of opportunities across business areas to encourage you to apply for new opportunities within Zurich when you are ready for your next career step.

Let’s continue to grow together!

Location(s): MY - Kuala Lumpur 
Schedule: Full Time
Recruiter name: Caroline Louis