A day in the life As a Business Acceptance Tester in the Operations team at ManyPets, you will play a pivotal role in how we influence and contribute to change initiatives and safeguard Operations. Tasked with ensuring internal business solutions and processes as defined by those involved in the change are workable and aligned to the strategic direction of Operations, your role will be to ensure that any proposed systems and workflows align with operational requirements and meet the desired outcomes. Armed with proficient analytical skills, you will scrutinise the functionality of system changes, tooling, and processes in the context of all the change activity proposed, planned or in-flight in Operations. You will ensure that what has been built by the Product and Engineering teams alongside our own Operations SME’s is fit for purpose and does not have any undesired downstream impacts. You will collaborate internally within Operations to ensure the requirements submitted to the Engineering and Product teams are correct and should deliver what is needed at the start of the project. You will also review what is built and what has been tested, acting as a gate keeper before any change is formally accepted within Operations. This role requires a unique combination of technical knowledge of the areas within Operations (Claims, Customer Service, Complaints, Fraud, etc.), problem-solving acumen, holistic approach to design and change, and customer-centric focus to ensure changes deliver the expected benefit, successfully. Core deliverables Business Acceptance: Ability to test scenarios, analyse results, and review technical proposals to make informed decisions, ensuring changes deliver what is required. Collaboration and Communication: Excellent verbal and written communication skills to effectively interact with internal teams and other departments. Continuous Improvement: Contribute to a culture of continuous improvement by supporting the implementation of best practices and regulatory requirements. Regulatory Knowledge: Understanding of insurance regulations and compliance requirements to ensure business proposals meet legal standards. Skills and competencies Business Acceptance View technology changes as a Claims Handler, Customer Support Executive, or a Complaints Handler to make sure the changes work for them in their daily activities. Through your analysis, identify critical insights that influence our change management programmes or upcoming product releases. Gather data from multiple sources to create a detailed analysis of the root cause, proposed solutions, and feasibility of implementation. Understand our quality assurance principles and practices to uphold high standards in system testing and validation. Contribute to the design of requirements for tech change, providing breadth and depth of detail based on the scenarios you know the team will be facing, the processes they follow and systems they use. Contribute to identifying upstream and downstream impacts on other systems and processes, to avoid unexpected issues caused by the change. Understanding of broader change agenda and strategic direction for Operations Collaboration and communication Ensure clear and timely feedback and communication with our internal teams. Manages conflicts calmly and diplomatically, aiming for mutually beneficial resolutions to maintain positive relationships. Propose solutions to make sure we are efficient, effective, and meeting our business need and keeping costs in mind. Identify and contribute feedback to the design and implementation of our internal processes and systems, to help improve customer experience and financial controls. Work with the UAT team and the Product team to ensure requirements are understood and testing defects are fixed. Work on your own skills and performance to keep getting better at your job. Continuous Improvement Engage with internal clients, gather feedback, and address user concerns during the testing process. Empower stakeholders with the information they need to make strategic decisions that enhance operational efficiency and our processes. Conduct regression tests or any other validations you require in order to verify that system changes do not adversely impact existing functionalities. Actively seek feedback, learn from experiences, and strive to enhance your skills and knowledge. Identify, analyse, and resolve issues encountered during build and when testing, demonstrating a proactive approach to ensuring system functionality is fit for purpose. Regulatory Knowledge Adhere to processes and procedures to ensure consistency and compliance with organisational and regulatory standards. Maintain accurate and timely records, files, and databases to ensure data integrity and compliance with our Data Protection requirements. Continuously maintain our systems through accurate data entry. Effectively allocate your time to address stakeholder requests promptly so we can meet service level agreements (SLAs). Flexibly adjust your plans and workflows to accommodate shifting priorities or unexpected developments in workload. What success looks like You have rigour when in reviewing business requirements, tech solution documents, test results, and user feedback to ensure the change is ready to be accepted in the business. You can influence project requirements, planning and implementation activities to ensure they will not cause unexpected / undesired business outcomes. You understand business priorities and strategic outcomes as well as the day-to-day activities performed in Operations. You show flexibility to adjust to changing project requirements, priorities, and emerging issues throughout the different phases of the project. You work well with others, showing proficiency in working collaboratively with cross-functional teams, including engineers, product managers, business analysts, and project managers, to achieve successful outcomes. You efficiently manage your time and capacity to meet deadlines and deliver results within project timelines. You show that you can think critically and analytically to anticipate potential challenges, identify root causes of issues, and propose effective solutions. You are known for your ability to understand user and customer needs and preferences, advocating for a positive user experience. You uphold regulatory standards and integrity in all testing activities, safeguarding data privacy and compliance with regulations. You have clear and concise communication skills to convey results, issues, and recommendations to internal stakeholders at various levels. You demonstrate resilience, patience, and determination when facing challenges or setbacks during the project, maintaining a solution-oriented mindset.