Sr. Business Analyst – Harmonization (Service)

At NN Group, our ambition is to be an industry leader, known for our customer engagement, talented people, and contribution to society. We are strengthening our emphasis on enhancing operational efficiency, and therefore we are focusing on standardisation, automation, and re-use without losing our focus on CX and growth. Technology and data will enable us to successfully transform our business. To achieve this, in International we have embarked upon a transformation journey, our Ambition 2027, focusing on several workstreams across our markets. We are excited to work towards our ambitious goals for the future. Are you up for a new challenge and would you like to help us shape the future? Read more below and apply! 

What you are going to do

As the Sr. Business Analyst responsible for driving process harmonization across the service and operations domains at NN International, you will have a chance to re-design processes across multiple territories. You will be part of the Digital & Frictionless Journeys workstream focusing on core operations (i.e. Service) across 8 different countries within the NN International network. Our goal is to drive significant digitization, automation (e.g. STP), and self-service enabled processes to improve efficiency and reduce customer effort. Initially, your focus will be on harmonizing processes with the assumption that they will be deployed in the Salesforce (Financial Services Cloud) platform.

With a focus on enhancing efficiency, ensuring consistency, and improving the customer experience, the successful candidate with lead initiatives to harmonize processes to align them with industry leading practices (whilst meeting regulatory requirements). Collaborating closely with stakeholders from various departments and countries, you will leverage their knowledge of the process to design, document, and implement a new “standard” process across business units. This role requires:

• The ability to lead process mapping workshops and facilitate discussions to gather requirements and gain insights from key stakeholders (in multiple countries)
• Experience harmonizing processes (in line with industry leading practices) and the guarantee that the agreed-upon “to-be” process is implemented as planned with stakeholders
• The ability to analyse existing processes to identify bottlenecks, inefficiencies, and opportunities for improvements and automation – informed by OOTB functionality available in core platforms
• The ability to use available data (e.g. from dashboards) to inform design + prioritization decisions
• A deep understanding of insurance business processes and a proven track record in process optimization
• Experience with such efforts in core service platforms (e.g. Salesforce FSC) is highly beneficial
• To work as a “bridge” between the business and IT development teams, from top management to end users

What we offer you

NN invests in an inclusive, inspiring work environment and in skills and competences for the future. We match this with employee benefits that are in line with what is needed today and in the future. This way, we offer our employees the opportunity to get the best out of themselves. We offer you:

• A unique opportunity to play an important role in an international transformation programme
• The opportunity to impact customer and agent experience and operational excellence
• The exposure to diverse tech landscapes and best practices
• The recognition and growth in a forward-thinking organisation

We offer this job fully remote as a virtual assignment for 1 to 3 years. As part of this role, you will have an employment contract under the local collective labour agreement (CLA) from one of the NN International countries participating in this workstream. This means you can apply for the job if you reside in the Netherlands, Belgium, Czech Republic, Poland, Slovakia, Hungary, Romania, Spain, and Greece. Once we know from which country you will perform the job, we will be able to inform you better about the local employee benefits.

Who you are

• Strong communicator with high interpersonal skills (with central and local teams) in a multi-country setup, capable of collaborating effectively with stakeholders at all levels of the organization
• Able to communicate effectively with business and technology stakeholders
• Excellent analytical/data oriented skills, and problem-solving professional, detail-oriented, with the ability to identify opportunities for optimization and efficiency gains
• Able to juggle multiple priorities at the same time (e.g. advancing multiple processes in parallel)
• Experienced with process modelling tools and methodologies (BPMN 2.0, MS Visio or similar)
• Process- and data oriented thinker with an interest in digital innovation and the efficiency of insurance operations
• Highly knowledgeable in process improvement methodologies (e.g., Lean Six Sigma)

In addition, the following skills would be considered a plus and/or beneficial:

• Experience/certification in Agile project delivery and project management
• Knowledge of Salesforce environment

Who you will work with

You will join the Digital & Frictionless Journeys workstream, with a focus on optimizing and digitizing our core operations. This workstream is dedicated to digitizing core processes, significantly increasing the level of automation/STP (90%+), and driving self-service to both increase efficiency and reduce customer effort (target <2). You will:

• Work with diverse teams within NN International, all business units in International
• Partner with key business stakeholders in Insurance International
• Work with external partners and collaborators

This job is a virtual assignment which means you will fully work from home. You will travel regularly to meet your team. This means that the willingness to travel is important for this job position.

Any questions?

If you have any questions about the job, you can reach out via phone or email to Hanna Putria, Central Business Owner, via hanna.putria@nn-group.com. Any questions about the process can be directed to Mirjam Dungen, Senior Talent Acquisition Specialist, via Mirjam.dungen@nn-group.com.