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Business Analyst - Contact Center - Banking

Keywords / Skills : Business Analyst, Senior business analyst, BA, BusinessConsultant, FunctionalConsultant

10 - 15 years
Posted: 2018-11-28

Nationality
India
Industry
Banking/ Financial Services
IT/ Computers - Software
Function
IT
Banking, Insurance & Financial Services
Role
Business Analyst
Business Analyst
Education
Any graduate
Salary
15.00 - 25.00 lacs
Posted On
28th Nov 2018
Job Description
Domain Knowledge (Contact Center - Banking):

Candidate should be well versed with following domain knowledge but not limited to:
  • Contact center operations and processes from Banking domain perspective
  • Should have experience on Avaya / Genesys / Cisco or any other contact center tool and having worked using these tools in a banking environment
  • Should have knowledge on end to end banking contact center functions including telesales, service and complain capture and operations aspect
  • Should have knowledge on lead processing at contact center
  • Should have knowledge on Collections and delinquency management including dealing with collection tickets
  • Should have knowledge on Banking regulatory and reporting needs including KYC, FATCA and other details capture from contact center among others
  • Should have knowledge about retail products like fixed deposits, personal finance, auto loan, credit cards
  • Retail Internet Banking knowledge is a must
  • Islamic Banking knowledge is a plus though not mandatory
  • Should have knowledge about customer experience or customer relationship management for retail clients
  • Should understand marketing campaign and offer management
  • The candidate should have experience in retail banking environment and should have worked for at least 7 years in retail Banking having worked in Bank or Banking Domain in banking software vertical
Business Analysis Expertise

The candidate should have minimum 7 years experience as business analyst role out of his total experience
  • Requirement Gathering: Ensure business requirements are clearly and completely documented in pre-agreed formats and signed off by business users & translated to technical specifications. Engage with client in interactive requirement gathering session demonstrating domain and solution knowledge and industry best practices. Organizing meetings with stakeholders for capturing requirements and turning them into an SRS document.
  • Solution Mapping: Ensure functional requirements are fully met by proposed IT solution. Appreciation & understanding of the Technology platforms including packaged solutions relevant for the industry
  • Process Discussions: Capturing as-is and to-be processes with respect to the business. Conducting business process improvement meetings with our clients
  • Documentation: Developing requirements documents, functional specs with wire frame diagrams and process charts
  • Requirements Management: Capturing detailed scope of change requests
  • Pre-sales: Presentation of similar projects and related products to the prospects on visits. Engaging in Proof-Of-Concepts engagements held in client premises. Developing proposal scope, initial high-level implementation plan, licensing requirements
  • Training: Preparing training materials, conducting training's
People Skills
  • Develop and manage the relationship between IT and business units
  • Maintaining client relationship
  • Supervise and guide the project & development team and ensure they are given required support
  • Liaise with pre-sales and sales team for product demo and presentations
Education and Experience
  • Graduate
  • MBA preferred
  • Professional certificate in Business Analysis/Banking preferred
  • Minimum 8 years of experience in similar role

Personal Skills
  • Fluency in English
  • Enhanced planning and organizational skills
  • Excellent communications and interpersonal skills
  • Ability to lead a team
  • Presentation and document preparation skills



About Company

We are VeriPark

Since being founded in 1998 VeriPark has gone on to become a leading global software company enabling financial institutions to deliver world class customer journeys in digital and assisted channels.

VeriPark’s digital innovations and consultancy services are transforming business worldwide for banks, credit unions, insurance companies, pension funds, brokerage and wealth and investment firms. Operating in many countries worldwide, VeriPark has its main offices in the UK, Europe, Asia and the Middle-East.

VeriPark works collaboratively with clients to develop innovative technology strategies and solutions that address their specific business challenges and bring the promise of digital transformation to life.

VeriPark helps clients to acquire, retain and service customers quickly, reliably and cost-effectively by accelerating the deployment of transformative customer and colleague experiences by; creating growth, profitability and a competitive advantage.

VeriPark professionals together with our partners combine the newest technologies with capabilities in consulting, systems design and integration, application software development and web and application hosting to provide specific solutions to clients which include the world’s largest and most respected banking, insurance and finance companies.

VeriPark demonstrates a continuing effort in creating a global technology brand.
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