Business Analyst - Case Management & Orchestration

As Business Analyst 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.

Banking is changing and we re changing with it, giving our people great opportunities to try new things, learn and grow. Whatever your role at ANZ, you ll be building your future, while helping to build ours.

As a Business Analyst, 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 the following:

• 7-10 years of experience as a Business Analyst in Financial Services or related domains, with exposure to case management and platform implementation.
• Consulting background or previous BA experience in Financial Services.
• Strong experience working on large-scale projects/programs involving multi-country rollouts.
• Extensive project integration and implementation experience.
• Proven track record in customer experience project delivery.
• Ability to work autonomously on moderately complex tasks and collaborate effectively as part of a team.
• Expertise in all aspects of project & program life cycles; ability to operate in waterfall or agile approaches.
• Experience in a controls-focused and process-driven environment.
• Strong stakeholder management skills, including interaction at senior levels and maintaining credibility through solid delivery.
• Analytical skills for compiling and interpreting data.
• Ability to manage priorities and resolve conflicts professionally.
• Experience in project delivery or embedding business change would be highly regarded.