Business Analysis Manager - Case Management & Orchestration

As Business Analyst Manager Digital Service Desk, you will lead the implementation Case Management and orchestration platform for Institutional that will support Institutional s customer proposition on single window for global customer contacts and case management for account, channel and entitlement fulfillment.

Reporting to Business Analyst Lead, this role will design, implement, and embed operational process and operational control uplift, with a focus on sustainable solutions that provide drive simplification and automation and improve end to end customer and banker experiences.

This role will also work closely with a wide range of stakeholders in the Division (business, operations, technology, projects) and Group (finance, risk, data governance, technology) to ensure a well-managed delivery.

As a Business Analyst Manager, you are accountable for:

• Collaborating with Institutional business teams, operational teams, and financial crime units to define business requirements, assess impacts, and design solutions.
• Planning and facilitating workshops with multiple stakeholders and initiative groups to drive accurate requirement outcomes for a broad strategic agenda.
• Documenting requirements and designs at a level of detail and clarity that enables technology teams to develop and test effectively.
• Mapping processes and activities across the Institutional division to identify inefficiencies and improvement opportunities.
• Identifying issues or weaknesses in existing processes and recommending solutions.
• Developing requirements for technology releases, creating test scripts, and supporting testing phases in collaboration with business teams.
• Driving continuous improvement across client servicing processes and within the BA team to adopt best practices.
• Collaborating within the BA team to balance workload and align priorities for implementing agreed solutions and business change recommendations.
• Preparing training documentation and reviewing customer-facing artefacts to ensure accuracy and usability.

To grow and be successful in this role, you will ideally bring:

• 8+ years of experience, including leading BA teams and delivering multi-country orchestration/case management platforms.
• Consulting background or prior BA experience in Financial Services.
• Proven success in large-scale projects, multi-country rollouts, and customer experience initiatives.
• Expertise in project & program life cycles, with ability to work in both Agile and Waterfall environments.
• Strong skills in stakeholder management, process mapping, and requirements documentation.
• Experience in controls-focused, process-driven environments and embedding business change.
• Ability to manage priorities, resolve conflicts, and deliver results under pressure.
• Analytical mindset with experience compiling and interpreting data.