Business Process Analyst, Customer Relationship Management

Purpose:
Zurich Financial Services (www.zurich.com) is an insurance-based financial services provider with a global network that focuses its activities on its key markets in North America and Europe. Founded in 1872, Zurich is headquartered in Zurich, Switzerland. Through its offices in more than 50 countries, 57,000 Zurich employees serve clients in more than 120 countries. In North America, Zurich (www.zurichna.com) is a leading commercial property-casualty insurance provider serving the global corporate, large corporate, middle market, small business (not offered in Canada), specialties and programs sectors.

Position ID: 11948

Position Title: Business Process Analyst, Customer Relationship Management

Travel Percentage: 26-50%

Job Summary:
Global Corporate Operations is committed to delivery of underwriting and marketing services consistent with maintaining Zurich as a leading provider of global commercial insurance products and services.

The RCT tool is a critical component to enable us to manage customer relationships, broker relationships, our sales approach and Value Proposition processes. RCT further allows us to effectively manage and report our pipeline and portfolio business as it is the only single tool amongst the GC group to accomplish this today.

We need a dedicated business analyst to effectively support, and manage use of RCT in GCiNA.

The functions that this individual will perform are:
Systems Analysis and Business Requirements

Develop clearly written scope documents and structured business requirements. This entails working with various areas (Underwriting, Marketing, and Finance). Additional functions include quality assurance testing, preparing platform for implementation, develop training materials and addressing change management issues through effective communication.

Operational Models and Workflows

Acts a liaison between Home Office and Field Operations. This includes providing help in the development of workflows and staff models to support or augment the workflow process in RCT as well as the transfer of knowledge and best practices throughout our organization to ensure consistency. In addition, this role will ensure that all required reports/tools are developed, tested and implemented to enable managers to monitor all aspects of their business in RCT. In addition, to more perform the data quality analysis so that all the management reporting from RCT reflects data accuracy and integrity.

Production Support

Provide required support to the field on the system and ensure that production issues are addressed in an efficient and timely manner. Ensuring the correct information is entered into the system, conducts user training for new RCT releases, maintains user authorities and answers questions about data entry.

Governance and Compliance

Ensuring that all compliance standards are practices are communicated and followed using regular control and monitoring procedures. To ensure that as part of the operational technical, reviews that we measure performance and quality of the information in accordance with operational goals and standards.

Job Qualifications:
Bachelors Degree or equivalent

6 or more years of related experience.

1. Minimum 6 years experience in business analysis, preferably in commercial insurance.
2. Knowledge of Zurich processing systems strongly preferred.
3. Experience in mainframe and PC environments with experience in insurance operations beneficial.
4. Excellent analytical and planning skills necessary with ability to effectively manage changing priorities.

We have the vision to provide the compensation, training and development opportunities to attract world class talent like you. An EEO/AA Employer, Zurich supports a diverse workforce.

Zurich does not accept unsolicited resumes from search firms or employment agencies. Any unsolicited resume submitted via our website will become the property of Zurich American Insurance. If you are a preferred vendor, please use our Staffing Agency Portal for resume submission.
REQUIREMENTS
Please see Job Description