The Business Analyst support for the technical applications is provided at all stages (end to end) of a project life cycle, delivering advice and guidance on the construction of business requirements, design, build, testing, implementation and migration for the contact center. The team will interface with the supply chain to manage the optimization of the technology services and maximizing business performance delivering a continuous improvement approach to the customer experience. The overall team are the custodians of the Contact Center technology estate ensuring that application ownership controls are fulfilled and managed as well as managing regulatory controls and wider impacting company governance. The team is established globally across multiple operational sites providing a depth of knowledge and experience of operational processes and call center implementations. They have a unique insight to operational challenges and this is combined with their contact center technical expert knowledge enabling them to deliver many successful projects across the estate eg: call center migrations with multiple suppliers, product sets to strategic IVR, outbound dialing solutions, call recording and strategic telephony change large and small. What will you be doing? oLeading and working on single or multiple Contact Center projects with some guidance from experienced Lead Business Analyst. oAs an AVP Business Analyst role in the Change Delivery Team, you will be responsible for providing business analysis and supporting implementation for one or more teams. oDelivering strategic projects and operational improvements in the Contact Centers. oDeveloping an understanding of the business processes and the technologies they use to support process, covering data processing, risk generation and reporting applications. Analyzing changes, data collation and supporting business implementation activity attributed to change to specific contact center applications. oObtaining consensus with all business users to the appropriateness of that change. What we're looking for: o5+ years' experience of conducting Business Analysis in Agile and Waterfall delivery environment o5+ years' experience with analytical, problem solving and trouble shooting skills o5+ years' experience working with a team Skills that will help you in the role: oExperience of working within financial services oSound commercial judgment and overall understanding of financial services environment oProfessional communications - clarity, sharing information, listening and encouraging othersSalary Range: NAMinimum Qualification5 - 7 years Associated topics: analysis, analyst, business analytic, financial analytic, government, investment analytics, law, market, refine, regulation
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