Business Analyst – Client Services Model

SUMMARY:
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POSITION INFO:

The Business Analyst will be responsible for analysing, designing, and optimising client service delivery models. The successful candidate will work closely with stakeholders, including operational teams, IT, and compliance, to enhance business processes, improve customer experiences, and ensure the effective implementation of service frameworks.

Key Responsibilities:

• Gather and analyse business requirements related to client services, ensuring alignment with organisational goals.
• Design and enhance service model frameworks to optimise customer interactions and operational efficiency.
• Collaborate with cross-functional teams, including customer service, IT, and compliance, to define and implement service models.
• Develop business specifications, process flows, and documentation to support service model improvements.
• Identify opportunities for automation and process optimisation across client servicing and operational functions.
• Support system implementation, including User Acceptance Testing (UAT) and ensuring successful deployment.
• Act as a liaison between business units and technology teams, translating business needs into technical requirements.
• Prepare and present reports, proposals, and recommendations to senior management.
• Provide training and knowledge transfer to internal teams regarding process and service model changes.

Requirements:

• Experience: Minimum 5 years as a Business Analyst, preferably within financial services.
• Service Model Expertise: Proven experience in designing and optimising service delivery models.
• Technical & Business Acumen: Ability to bridge business needs with technical solutions.
• Process Optimisation: Demonstrated experience in business process improvements and automation.
• Data Analysis & Reporting: Strong analytical skills to interpret data and drive decision-making.
• Stakeholder Management: Excellent communication skills with the ability to engage with stakeholders at all levels.
• Agile Methodologies: Experience with Agile practices, including JIRA and Confluence.
• Tools & Technologies: Familiarity with process modelling tools (e.g., Visio) and data visualisation platforms is an advantage.

Preferred Skills & Experience:

• Experience in policy administration systems and client engagement services.
• Understanding of regulatory reporting and compliance within financial services.
• Certified Business Analysis Professional (CBAP) or equivalent certification is a plus.

• Key Competencies:

• Strong problem-solving and analytical thinking.
• Ability to work independently and drive initiatives in a fast-paced environment.
• Attention to detail and commitment to accuracy.
• Open to feedback and committed to continuous improvement.

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* If you have not received any feedback after 2 weeks, please consider you application as unsuccessful.

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