Customer Service & Operations Delivery Analyst , AVP

Join us as a Customer Service & Operations Delivery Analyst

• Take on a new role, where you’ll make sure that project deliverables remain on track and that operations are effectively engaged during change mobilisation
• We’ll look to you to analyse, assess and deliver projects and change initiatives and regulatory changes affecting systems and processes
• This is an opportunity to manage complex internal and external stakeholder relationships, as you make sure that the delivery aligns with customer and business needs
• We're offering this role at associate vice president level

What you'll do

As a Customer Service & Operations Delivery Analyst, you’ll be analysing and interpreting how changes to the business operating model will impact existing procedures. You’ll provide recommendations and your expertise to a bank-wide stakeholder network, and you’ll be acting as an internal consultant to enable and inform effective standards, processes and controls.

Day-to-day you’ll be:

• Providing an analysis of performance against targets, identifying where improvements can be made
• Facilitating the development of new ideas and supporting the project management of your initiatives and change projects
• Understanding potential changes and translating these to business processes to establish the changes or improvements needed
• Planning and producing relevant policy related reports and MI and gathering and maintaining business critical MI to meet assurance and compliance objectives

The skills you'll need

We’re looking for someone with relevant knowledge of regulatory frameworks and specialist systems. With strong communication skills, you’ll be able to build robust working relationships with internal and external stakeholders.

You’ll also have experience in using project management methodologies, such as Prince 2 and P3M.

In addition, you’ll need:

• Good knowledge of process management and products relating to the business area
• An understanding of the customer product and service proposition
• An awareness of technology governance
• Experience in using business analysis tools and methodologies
• Knowledge of developing business and technical architectures
• Required experience of 7 year and above in banking domain and minimum of 1 or 2 years of experience in fin crime functions/area
• Proficiency in SQL and having good knowledge of Python
• Strong analytical and problem-solving skills
• Experience with data visualization tools (e.g., Tableau, Power BI, Looker).
• Should have knowledge on finance crime transaction monitoring tool like Actimize SAM, Oracle Mantas etc
• Excellent communication and presentation skills and attention to detail and a strong sense of data integrity