Process Analyst/Business Analyst | Retail banking | Contract

Overview

Deloitte are looking for an experienced Process Analyst or Business Analyst that has a passion for customer service to join our clients growing customer support team.

If you have worked in a contact centre environment and have strong understanding of operational processes with good presentation and communication skills, we want to hear from you.

Our client division also provides critical operations and user experience design to ensure business flows smoothly when customers come to them.

Responsibilities

• This role will focus on working within the Procedures and Communications team focusing across the core operational processes.
• This role will focus on developing and improving operational processes and procedures, as well as supporting the implementation of change initiatives across the customer support function through knowledge management channels.
• Developing, updating and implementing clear procedures for the contact centre to enhance efficiency, quality, and customer experience
• Manage and create content across knowledge management platforms, ensuring agents have reliable, up-to-date information and talking points
• Collaborating with cross-functional teams to ensure smooth execution, adoption, and training on new or updated processes
• Identify process gaps or inefficiencies and recommend improvements to enhance operational effectiveness and customer experience
• Translate processes into clear documentation, maintaining version control and ensuring changes are communicated effectively
• Support change initiatives and training, helping ensure teams understand and implement new processes confidently
• Communicating findings, recommendations, and updates effectively to stakeholders at all levels
• Conduct periodic audits to ensure procedures remain compliant with internal standards and policies

Required Experience

• Strong analytical, problem-solving, and communication skills
• Ability to work collaboratively and drive positive change within a dynamic environment.
• Ability to translate process maps into written, instructional process documents.
• Excellent written skills
• Excellent interpersonal, organisational and communication skills
• Experience of managing information in a fast-moving environment where there is a requirement to identify problems quickly and implement well considered resolutions.
• Exceptional stakeholder management
• A desire to help others work towards deadlines and develop their skills.
• Ability to manage and drive a culture of continuous improvement.
• Must be self-directed, detail oriented, positive attitude, driven, able to work independently in a team-oriented and fast paced environment with a passion to deliver exceptional service to customers.
• Is adaptable, high-energy levels and desire to help others.
• Strong time management skills
• Ability to maintain confidentiality and handle sensitive information
• Experience with document management systems and version control practices

Basic Qualifications

• Some previous experience working in a business analyst or process analyst role (this may suit someone who is looking for their next career move)
• Understanding of Process Re-Engineering
• Proficient in Microsoft Excel, Word, PowerPoint to deliver high-quality materials

Preferred Qualifications

• Experience in a retail banking environment
• Bachelor’s degree in business, or a related field