Senior Business Analyst
Core
Lead process improvement, change management, and operational excellence initiatives within Contact Centre Operations to enhance customer experience and support frontline employees.
Role type
Senior Business Analyst (Operations & Change Management)
Builds
Contact centre operational processes, standardized workflows, and technology enhancements for customer service delivery.
Domain
Financial Services / Contact Centre Operations
Required skills
Business Analysis, Process Mapping, Requirements Gathering, Stakeholder Management, Change Management, Operational Risk Mitigation, Audit Remediation, Continuous Improvement Methodologies, Workshop Facilitation, Implementation Planning
Preferred skills
Contact Centre Experience, Project Management, Workforce Optimization
Technologies
Business Requirements Documents (BRDs), Process Maps, Workflows, Operating Procedures, Impact Assessments, Implementation Plans
Responsibilities
Elicit and document business requirements for operational improvements and technology enhancements; Analyze current-state processes to identify efficiency and quality opportunities; Facilitate stakeholder sessions to define needs and develop solutions; Partner with leaders to evaluate business impacts and prioritize improvements; Support implementation planning, UAT, and post-implementation reviews; Lead change management activities for new processes and technologies; Monitor operational performance data and develop continuous improvement recommendations.
Seniority
Senior, hands-on IC
