Business Analyst - Client Help Desk

Reinsurance Group of America, Incorporated•Remote, Ontario (TAI), Canada, ON

3d•$87,500 - $109,400•Hybrid

About The Position

The Business Analyst serves as a critical bridge between client-reported issues and technical solution teams. This role is embedded within the Client Delivery client facing help desk and is responsible for triaging, analyzing, and contextualizing inbound client issues to ensure accurate, efficient routing to teams. The ideal candidate brings deep expertise in reinsurance administration and processes, combined with strong analytical skills and client facing communication capabilities, enabling faster root cause identification and improved overall resolution quality. As a member of the Business Analyst team, this individual will be highly proficient in interpreting client business requirements, documentation, and test artifacts. The individual will have potential overlap with all client initiatives and projects related to reinsurance administration and the TAI system. The individual will be responsible for developing and maintaining client relationships, some project and account management, and working with internal technical staff to implement life reinsurance solutions and services to TAI clients. The individual will also play an important role in the implementation of client projects, ranging from software implementations, upgrade projects, and custom modifications to align the TAI Life and Health Reinsurance system with the ceded reinsurance business processes for domestic and international clients. Under minimal to no guidance (working individually or as part of a project team), the individual will perform moderate to complex research and analysis to support business operations and develop recommendations to address problems/issues for their key client projects. The individual will also be asked to review client systems or processes to identify deficiencies and propose improvements. The individual will work very closely with team members to ensure high quality delivery of services to all TAI clients.

Requirements

Bachelor’s Degree in Arts/Sciences (BA/BS) or equivalent experience - Required
Demonstrated knowledge of processes and issues impacting direct writers, reinsurers, and retrocessionaires.
Demonstrated knowledge of all procedures within the immediate team and a working understanding of other functional areas.
An understanding of how decisions impact other areas of an organizations
Proven understanding of reinsurance administration and products necessary for the management of reinsurance premiums, claims, other administrative functions, and preparation of trending reports and analysis
With minimal to no direction, utilizes data, mathematical formulas and information to resolve items, many of which may have not previously been encountered.
Effective gap-analysis and report writing skills.
Analytical and problem-solving skills: able to clearly link results to operational performance drivers; able to generate alternatives and drive positive change.
Ability to independently manage competing deadlines and multiple client priorities while ensuring quality work is delivered in accordance with established service level agreements and timelines.
An understanding of how decisions impact other areas of an organizations
Ability to pick things up quickly while listening to client needs.
Ability and drive to deliver on time, while working in a semi-autonomous environment.
Able to handle the unexpected and adapt to a variety of situations.
Exceptional written and verbal communication skills, with an ability to build relationships, present and discuss technical information in a way that establishes rapport, persuades others, and provides understanding of project related information to a diverse audience (engineers to executives) – both internally and externally in a professional manner.
Proficiency in Microsoft Excel, Access, Word, and PowerPoint

Nice To Haves

Foundation level certification in ITIL v3 - Preferred

Responsibilities

Execute assigned business projects on behalf of clients and according to client’s requirements, while following prescribed processes to complete tasks within a defined timeframe.
Collect information about the client’s business through a variety of methods – documentation, meetings, and participating in discovery.
Review and interpret client business requirements and test strategies to support accurate issue triage and resolution.
Review and analyze moderate to complex reinsurance arrangements, large data sets and processes to identify patterns and root causes to ensure data quality and compliance.
Formulate recommendations and solutions with attention to a client’s needs, capabilities and limitations.
Present findings and suggestions to clients with ample justification and practical advice.
Provide guidance and mentorship to the client and new team members for any occurring problems and issues.
Conduct moderate to complex tasks and activities within TAI and/or externally to obtain information such as life reinsurance policy data, cession data, managing the implementation of insurance products and/or business process workflows into the TAI Life Reinsurance system.
May work with other departments and conduct primary or secondary research to gather client data if information is not readily available.
Work with the client and within TAI to coordinate interdepartmental activities to ensure that expectations are met.
Proactively anticipating and resolving problems to ensure that customers receive prompt, efficient service. This can involve communicating with people from any discipline internally and externally.
Collaborate with colleagues and management to ensure delivery of best-in-class services to TAI’s clients regarding timeliness, quality, accuracy, and value.