Business Analyst Associate, Life Operations - Product Support

at Global Atlantic Financial Group
Des Moines, Iowa, United States

Currently, we are conducting interviews mostly over video. After Labor Day, we will be in the office Monday, Tuesday and Thursday. If you have any questions regarding this policy, please reach out to recruiting@gafg.com.

COMPANY OVERVIEW

Global Atlantic Financial Group is a leader in the U.S. life insurance and annuity industry, serving the needs of individuals and institutions. With differentiated investment and risk management capabilities, deep client relationships, and a strong financial foundation, the company has established a track record of delivering proven, value-added solutions and long-term growth. Global Atlantic is a majority-owned subsidiary of KKR, a leading global investment firm that offers asset management and capital markets solutions across multiple strategies.

Global Atlantic is looking for a diverse team of talented individuals who reinforce our culture of collaboration and innovation. We are dedicated to the career development of our people because we know they are critical to our long-term success. Join our team and come grow with us. 

POSITION OVERVIEW:

This role will have responsibility for Production Support and end to end defect resolution management. The role may also support discretionary projects with analysis, requirements, and testing.  Successful incumbent will partner closely with operational teams, product, compliance, sales, and key vendor partners. 

The person in this role is a strategic problem solver with the ability to diagnose day to day system defects and production issues. The successful candidate will have the ability to think critically and analytically, work under pressure to meet deadlines, manage multiple tasks and prioritize to meet workload demands.

PURPOSE:

  • Business analysts (BAs) are responsible for bridging the gap between technical teams and the business using data analytics to assess problems, determine requirements and deliver data-driven recommendations.
  • Analyzes system problems impacting business processes and develops recommendations to solve
  • Analyzes customer impact of system problems impacting business processes and develops and implements recommendations for remediation and customer communication
  • Supports Global Atlantic Legal and Compliance with Department of Insurance inquiries, regulatory audits and Market Conduct Exams
  • Optimizes Global Atlantic’s return; balancing strategic with operational procedures, risks, and expenses

ACCOUNTABILITIES:

  • Diagnoses problems and coordinates system solutions for complex issues.
  • Supports special projects, system enhancements and providing production support
  • Ensures that defects are resolved at TPA with input from Global Atlantic according to prioritization
  • Engages critical stakeholders as needed, in communication, escalation, resolution planning and statuses
  • Works independently with minimal direction
  • Fields tickets and calls that come into the Production Support Team department queue.
  • Builds relationships and works with business partners and business stakeholders across the organization. Act as a liaison between the business and IT.
  • Partners with multiple stakeholders at Global Atlantic and TPA to drive root cause analysis and long-term mitigation plans
  • Facilitates development of timely and appropriate level of communications for internal and external stakeholders

 

  • Assists in the handling of exceptions, escalations, and complicated technical or complaint cases while weighing company philosophy, compliance, business risks, tax, regulatory ramifications and administrative costs
  • Supports special projects and system enhancements--providing research and analysis, writing of test scripts, system testing and documentation of new processes

KEY OUTPUTS:

  • Builds and maintains strong working relationships with internal Operations teams, TPA, and other internal departments
  • Resolves system defects end to end, managing and balancing customer impact, operations impact, and GAFG financial impact. 
  • Develops policies, procedures, and training to guide TPA’s servicing of Global Atlantic’s business.
  • Formulates and implements strategies to optimize system automation to ensure timely, accurate and cost-effective customer service and processing

KEY RELATIONSHIPS:

  • Technical teams (business analysts, program analysts, developers, quality testers, project managers) at both TPA and internally
  • Product Operations/actuarial teams and leadership
  • TPA and Vendor-Provider Management
  • IT management
  • Administration teams including New Business, and leadership
  • Internal Audit and Risk management
  • Compliance and Legal
  • Internal Sales-Distribution, Accountant Management, and Business Relationship Management Teams

KEY PERFORMANCE INDICATORS:

  • Critical thinking skills; ability to troubleshoot and develop solutions
  • Timeliness and accuracy (meeting or exceeding established performance expectations of the team)
  • Enhanced customer service experience with accuracy, meeting deadlines, demands and emotions
  • Ability to effectively resolve escalated customer demands
  • Ability to recognize and manage confidential and sensitive data
  • Ability to research, detect and report issues posing an unacceptable risk

QUALIFICATIONS:

  • Bachelor’s degree or equivalent combination of education and experience.
  • 3-6 years of experience as a business analyst or business consultant
  • Demonstrated experience completing high impact projects effectively and efficiently
  • Strong knowledge of insurance industry products with preferred experience in fixed life insurance including Term, Whole Life, Universal Life, Indexed Universal Life
  • Experience with insurance administration systems
  • Proficient in data analysis
  • Demonstrated knowledge of operations and process improvement along with strong business acumen and the ability to translate business plans into actionable solutions
  • Experience analyzing, measuring and evaluating workflows, and processes
  • Effective verbal and written communication skills including ability to influence others and communicate across all areas of the company
  • Ability to make decisions, use independent judgment, establish priorities, and work effectively on multiple initiatives simultaneously in a fast-paced environment
  • Leadership skills including demonstrated ability to lead through others and to influence large teams
  • Embraces changes and assists in guiding others through change
  • Works effectively with all levels of the organization, including executive leadership
  • Works effectively with outside consultants and vendors
  • Able to influence without formal authority
  • Ability to travel 10%
  • Proficient with Microsoft office products with focus, (MS Word, Excel, PowerPoint)

 

Global Atlantic is an equal opportunity employer, does not discriminate in employment on any basis that is prohibited by federal, state or local laws.

 

#LI-CA1

TOTAL REWARDS STATEMENT  

Global Atlantic’s total rewards package is reflective of our corporate values, particularly diversity, excellence and innovation, with a focus on inclusion, pay equity, and flexibility. We are proud to support your personal and professional growth and well-being through programs such as educational assistance, virtual physical therapy, remote/onsite fitness reimbursement, a medical second opinion program, pet insurance, military leave, parental leave, adoption assistance, fertility and family planning coverage. We strive to foster a culture of total well-being through community outreach and charitable giving programs.

We are active in our communities-

  • New York: Red Hook Conservancy, Girls Who Invest and The Bowery Mission
  • Boston: Cradles to Crayons, Project Bread, Let’s Get Ready, Rise Against Hunger, Salvation Army and many other local volunteer organizations in around the Boston area
  • Hartford: Habitat for Humanity, Foodshare, Humane Society, Hands on Hartford, Mercy Shelter and Dog Star Rescue
  • Indianapolis: Elevate Indianapolis, Gleaners Food Bank and the Juvenile Diabetes Research Foundation
  • Batesville: American Cancer Society Relay for Life, Angels of Giving, Margaret Mary Health Foundation, Ripley County Community Foundation, Safe Passage, Batesville High School Sponsorships, local area youth sports and food pantries, as well as many others
  • Des Moines: United Way, Central Iowa Shelter & Services, Junior Achievement of Central Iowa and Make a Wish Foundation
  • Berwyn: Food drive and will be planning an event to help a local family over the holidays
  • Atlanta: Packaged Good Organization, which helps the most vulnerable community members with providing personalized care packages for people in need including the elderly, our armed forces, the homeless and hospitalized kids
  • Bermuda: Sponsor of a weekly feeding program operated by The Hamilton Seventh-Day Adventist Church

 

Social platforms provide an environment to collaborate with others and participate in friendly competitions towards achieving physical, emotional and financial well-being. Our highly competitive health, retirement, life and disability plans can be tailored to best suit your needs and those of your whole family.

Global Atlantic is committed to creating an inclusive environment where everyone can meaningfully contribute to our success. We are proud to be an equal opportunity employer and we do not discriminate in employment on any basis that is prohibited by federal, state or local laws.  More than that, we strive to be inclusive of all backgrounds and experiences, which we feel gives us a competitive advantage in the market and within our firm.  All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, disability, age, or veteran status. 

Global Atlantic Financial Company Employee Candidate Privacy Notice

Voluntary Inclusion Questions

We encourage qualified applicants from all backgrounds to apply.  As such, we are committed to achieving a diverse candidate pool for open positions and that our interview teams are made up of employees from different backgrounds.  Sharing your background with us will help us with that focus, although recruiters and hiring managers will not have the ability to see individual responses (only aggregate information).  

This information is not used to determine who is selected for interviews or will be hired, but is helpful in identifying resources, sites and groups which add value in increasing our applicant pool and ensures that we attract the best and most diverse workforce.  This is purely voluntary but will help our mission to be inclusive.  

 

Which category below best describes you (please select only one):
How do you currently describe your gender identity? (please select only one)
Have you been diagnosed with any disability or impairment? (please select only one)
Do you identify as a veteran or as being or having been a member of the military? (please select only one)
Do you consider yourself a member of the Lesbian, Gay, Bisexual, Trans or Queer (LGBTQ+) community? (please select only one)
Which of the following best describes your education status? (please select the one option that fits you best)