Senior Business Analyst

Job Purpose

• Serve as the techno-functional link across customer interaction and contact centre transformation programmes.
• Lead requirement analysis, BRD/functional documentation, and solution design for omnichannel and voice interactions.
• Align stakeholders, vendors, and internal teams to deliver excellence while upholding bank governance frameworks.
• Drive testing, rollout, and ongoing improvement across customer experience platforms.

Job Responsibilities:

Requirement Analysis

• Gather and assess business requirements from stakeholder teams.

• Convert those needs into BRDs, FSDs, user stories, and As-Is/To-Be process flows.

• Evaluate and confirm vendor-proposed solution approaches.

• Verify fit with the current architecture and platform capabilities.

Documentation, Communication & Collaboration

• Author BRDs, functional specifications, and end-to-end process journeys.

• Secure sign-offs from business, technology, and vendor stakeholders.

• Track requirement traceability through Jira/Confluence.

• Document project progress and keep all stakeholders informed.

Testing

• Design & Review UAT scenarios jointly with QA teams.

• Examine test cases, outcomes, and logs.

• Assist with identifying, triaging, and resolving issues.

• Confirm fixes and secure closure ahead of go-live.

• Perform post-implementation checks.

Quality and documentation

• Uphold governance, compliance, and risk frameworks.

• Keep documentation well-structured and artefacts audit-ready.

• Respond to audit queries and compliance reviews.

• Issue weekly progress and risk/issue reports. Training & Production Rollout

• Develop training material for new features and functionality.

• Run user training workshops.

• Enable go-live readiness and production verification.

• Deliver L2 functional support for BAU queries.

Enhancements

• Spot gaps and inefficiencies and propose fixes.

• Benchmark solutions and features against industry trends.

• Recommend enhancements that strengthen customer experience journeys.

• Partner with stakeholders on continuous optimisation.

Key Skills

• Strong understanding of inbound/outbound contact centre operations.
• Hands‑on experience in:
• IVR, CTI/ACD, dialers, call routing
• Voice bots and agent workflows
• Omni‑channel platforms: SMS, Email, Chat, WhatsApp
• Working knowledge of:
• CCaaS platforms
• APIs, Postman, SoapUI
• Cloud‑based architectures
• Proficiency in Jira, Confluence, Excel, PowerPoint.
• Strong analytical, communication, and documentation skills.
• Ability to work in Agile and Waterfall delivery models.