Customer Experience Business Analyst for ERNI Philippines managing SharePoint product backlog and collaborating with technical teams on software development projects.
About the role
- Technical Product Owner integrating life insurance eApplication solutions at John Hancock. Lead technical delivery, vendor partnerships, and system optimization in a hybrid work environment.
Responsibilities
- Accountable for all technical delivery on the platform enabling technology and business objectives
- Ownership of vendor relationships including understanding and influencing the vendor roadmaps
- Ensure internal teams use any external platforms and products effectively to streamline workflows and achieve business goals
- Lead the technical evaluation and implementation of eApp integrations
- Develop a process for efficient ingestion of life insurance applications submitted electronically through agent portals, third-party distributors, or directly by consumers
- Partner with eApp vendors to ensure seamless data transfer and mapping between eApp formats and internal systems
- Implement robust validation rules within the ingestion system to ensure data accuracy and completeness of eApps before processing
- Lead technical delivery including configuration, and integration of vendor products for eApplication, Quoting, Illustration to meet specific business and technology needs
- Coordinate with vendors to integrate their products with internal solutions
- Negotiate scope of work for given initiatives
- Partner with various internal functions (e.g., Technology, Underwriting, Sales, Operations) to understand workflows and tailor vendor platform for optimal use
- Develop and maintain relationships with vendor support teams for timely resolution of technical issues
- Provide ongoing training and support to end-users on vendor platform functionalities and standard methodologies
- Monitor system performance, identify optimization opportunities, and ensure seamless operation
- Know the latest on vendor platform roadmap and features and evaluate their potential benefit to the organization
- Develop and maintain user documentation for internal and vendor platform processes
- Lead the development and execution of a long-term platform strategy aligned with technology architectural and business goals
- Ability to simplify/reduce/negotiate work needed with vendors and manage external partner’s tracking and backlog
Requirements
- Bachelor's degree in Computer Science, Information Technology, or a related field (or equivalent experience)
- 8+ years IT industry experience
- 5+ years of experience in a technical lead, technical product owner, platform owner or similar role working with external vendors and vendor solutions that enable business
- Demonstrable experience with life insurance eApplication, Quoting, Illustration vendor platforms / products implementation, configuration, and administration
- Solid understanding of life insurance industry workflows and processes, particularly relevant to the products being used
- Excellent communication, collaboration, negotiation and interpersonal skills
- Ability to translate business needs into effective solutions
- Experience with program and agile delivery methodologies
- Proficiency in troubleshooting and problem-solving
- Excellent analytical and problem-solving skills
Benefits
- Health insurance
- Dental
- Mental health
- Vision
- Short- and long-term disability
- Life and AD&D insurance coverage
- Adoption/surrogacy benefits
- Wellness programs
- Employee/family assistance plans
- Retirement savings plans
- Pension/401(k) savings plans
- Global share ownership plan with employer matching contributions
- Financial education and counseling resources
- Up to 11 paid holidays
- 3 personal days
- 150 hours of vacation
- 40 hours of sick time
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