Job Description: Business Transformation for Financial Services – Senior Associate/Manager

We are seeking experienced and dynamic professionals for Business Transformation in Financial Services (Banking and Capital Markets, Payments, and Insurance). You will play a key role in bridging gaps between business needs, technology solutions and customer experiences within the financial services sector. This involves analysing complex business processes with a customer-centric approach, identifying opportunities to enhance user journeys and translating insights into action. You will also employ a collaborative approach to facilitating workshops to drive discovery, map user journeys and contribute to product and service roadmaps to deliver efficiencies, improve customer satisfaction and to support strategic transformation.

Your Profile:

• You have at least 5-7 years of experience in delivering transformation projects, including modernization initiatives, business process transformation, or business process improvements utilizing design thinking framework and experience design methodologies
• You have at experience with a financial organization, especially with banking, payments, insurance, or fintech products, platforms, operations
• You have a design thinking mindset and approach to problem-solving and can deliver transformation and improvements in processes, people, and technology to drive organizational change and growth
• You have strong practical experience in project management and working in with cross-functional teams and senior stakeholders (internally and externally) to deliver complex projects, account management, and support change management
• You are proactive, self-motivated, and able to work independently to lead project teams with the flexibility and adaptability to thrive in a fast-paced and changing environment
• You can coach, mentor, and train junior team members
• You approach work with curiosity, creativity, and an open-minded attitude, willing to learn and do what it takes to master skills needed

Your Responsibilities

• Elicit, analyse, and document business, functional and technical requirements with emphasis on customer needs and pain points using various techniques including interviews, workshops, surveys and customer journey mapping.
• Develop and maintain clear and concise business requirement documents (BRDs), use cases, user stories, process flows and user journey maps.

• Plan, prepare and facilitate workshops to drive discovery, define project scope, map current and future state user journeys, and collaborate on the development of product and service roadmaps.
• Collaborate with cross-functional stakeholders and departments, including business units, IT teams, UI/UX designers and project managers to better understand needs and align solutions with both business objectives and customer expectations.
• Participate in the design process providing insights from business and customer perspectives.
• Identify and analyse business problems and propose potential solutions focused on improving the customer experience and evaluate feasibility and impact of proposed changes.
• Assist in the development of business cases and feasibility studies for new projects and initiatives.
• Contribute to process improvement initiatives and analyse current processes, identifying bottlenecks and pain points in customer journeys and recommend optimised workflow to enhance the overall experience.
• Stay up-to-date on industry trends and best practice

Your competencies and attributes for success:

• Proven experiences with at least 3-5 years of practical Business Analyst experience, preferably within in banking or in financial services
• Strong understanding of banking services, operations and products (e.g. retail banking, corporate banking, lending, payments)
• Strong problem-solving and analytical skills
• Proficient in requirements gathering techniques, business process modelling (BPMN) and customer user journey methodologies
• Ability to plan, facilitate and document discovery workshops, user journey mapping, and road mapping
• Knowledge of software development cycles (SDLC) and Agile methodologies, a plus
• Excellent written and verbal communication skills, including the ability to concisely and clearly articulate complex information, technical and non-technical, to functional and technical stakeholder
• Ability to work independently as well as to proactively lead teams in a fast-paced and fluid environment

Your skills:

• Project Management, Stakeholder engagement, Client Management
• Journey Mapping, Service Design Blueprint
• Process Improvement, BPMN (Business Process Modelling Notation), Process Discovery, Process Mining
• Proficiency with MS-Excel, MS-Word, MS-Visio, MS-Project, and/or Process Mining tools
• Root Cause Analysis, Data Analysis, Financial Analysis
• Good to have: Design Thinking, UI/UX, Data Visualisation, Business Intelligence

Please refer to job description.