Business Analyst
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Job Description

Req ID : 2073725
Digital Channels & Change Enhancements:
Establish good knowledge about end to end processes, channels, system, & regulations
Review insights and introduce initiatives that help in increasing the digital channel uptake and reduce walk-ins and calls.
Assist in driving the digitization, automation and continues improvement across all customers journeys and channels; with a main focus on increasing self-service adoption (evolution of Portal 360 and mobile app)
Assist business in identifying, documenting business requirements, customer journey, and process documentation for any enhancement or change. Develops and conduct peer reviews of the business requirements to ensure that requirement specifications correctly interpreted.
Identify potential risks and controls to ensure quality control and compliance.
Act as the focal point between business and IT to translate business needs/requirements into fit for purpose solution that delivers the target benefits.
Act as trouble-shooter for Customer Experience division by engaging with all staffs and identifying the operational and system issues and challenges. Coordinate with relevant stakeholders in resolving it.
Identify training needs and help coordinate the execution of training for changes or new initiatives.
Creates and maintains user guides and training material for Portal 360 & Mobile App or initiatives owned and executive by customer & operational excellence team.
Work with stakeholders and project team to prioritize initiatives and requirements.
Attend User Acceptance Testing (UATs) sessions and assist with the quality assurance to ensure the developed features and functions enabled, optimized and working as expected.
Conduct post deployment monitoring.
Act as change champion and educating on change process and requirement.
Periodically review the content on Portal 360 and Mobile App and coordinate with content owner to ensure it remains current.
Able to conduct business research and benchmarking to be able to solve specific problem or achieve CX vision.
Voice of Customer/ Customers Feedback
Conducts interviews and design surveys to gather internal or external customer requirements or feedback. Collect and validate feedback via workshops, questionnaires, surveys, site visits, focus groups, etc.
Analyze feedback from complaints, mystery shopper, and customer satisfaction reports, and put in place monitoring and preventive/ corrective actions to ensure non-reoccurrence.
Quality Control:
Updated on: 2
Assist business functions with checklist and service cards updates and manage the same in the Content Management system.
Conduct periodic review with business to ensure relevant journeys, checklists, procedures and processes are up to date.
Reasons for Interaction:
Open to deal with any internal department
Process improvements, business requirements, testing, quality control, analysing feedback, etc.
Reasons for Interaction:
Based on their feedback initiatives for process, training, systems might be developed
QUALIFICATIONS, EXPERIENCE, & SKILLS: Educational Qualifications:
Bachelor s degree in Business information system or related field. Years of Experience
Minimum of 5 years of industry related experience with customer engagement, operational departments
Demonstrated project management skills and project management software skills, including planning, organizing, and managing resources
Excellent knowledge of Microsoft office
Excellent understanding of the organization s goals and objectives
Being technology savvy Other requirements
Excellent analytical and have problem-solving skills
Excellent listening, interpersonal, written, and oral communication skills
Logical and efficient, with keen attention to detail
Highly self-motivated and directed
Ability to effectively prioritize and execute tasks while under pressure
Strong customer service orientation
Experience working in a team-oriented, collaborative environment
Able to develop and conduct trainings.

Business Analyst
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