Senior Business Analyst
- Recruiter
- CommBank
- Location
- Sydney CBD Area
- Salary
- Competitive salary
- Posted
- 11 Nov 2019
- Closes
- 13 Nov 2019
- Ref
- 40072952_23102019
- Approved employers
- Approved employer
- Job role
- Business analyst
- Contract type
- Permanent
- Hours
- Full time
Processing Improvement & Operations, Project & Change Management, Analyst - Business / Technical, Risk Management & Compliance
- Help improve the complaint process for our customer and drive positive change for the bank
- Use the full scope of your skills as a BA, working with both technical and business teams
- Permanent role based in the CBD
The Business
Customer and Community Advocacy (CCA) is about improving customer outcomes. We achieve this by finding & fixing issues, providing a helping hand, removing barriers to banking and building better bankers. CCA spans a number of teams & operations, which are responsible for resolving customer disputes, assisting vulnerable customers, Group Remediation, identifying systemic customer issues, and the Group Customer Advocate office.
Another important team of GCA is the Systems, Analytics and Transformation (SAT) team. The Senior Business Analyst role sits within SAT, which manages the infrastructure, analysis and insights that help the Group improve customer outcomes and experiences.
SAT is accountable for driving the CCA transformation agenda and the delivery of strategic priorities and projects. These priorities include uplifting the quality customer complaint experience and resolutions, driving analytics and insights to elevate the conversation on complaints and systemic customer issues through board reporting, re-engineering critical processes, effective and sustainable change management and enhanced capability and learning solutions.
The Role
Reporting to the Banking Code of Practice (BCOP) Project Manager, the Senior Business Analyst is part of the BCOP Complaints team and is responsible for responding to the complaints requirements of the Banking Code of Practice changes.
More specifically, as a Senior Business Analyst, you will engaging CCA and Group stakeholders to define business requirements, that will need to be actioned as a result from the upcoming legislative changes. You will also work closely with our IT business partners (including business analysts, architects and business SMEs) to gather and capture additional requirements.
Your Impact
- Liaise with key Group stakeholders & technical team teams to resolve key business issues relating to the Banking Code of Practice
- Providing support to the product owners & business project managers to ensure they are compliant with the upcoming changes
- Attend daily scrums, stand-ups, sprint retros, sprint planning, as well as arranging & facilitating workshops. This includes organizing Spring retrospective discussion facilitation & review presentations
- User story creation, define Acceptance Criteria for testers to write & create test suite. Review user stories when they are ready for Quality Assurance & support end to end UAT process across both business and technical teams
- Create / manage traceability matrix
- Impact analysis on downstream/upstream processes.
- Defining the business process from the business stakeholder point of view – to ensure it is driven by business needs, and not just purely a technical requirements
- Prepare process maps & documentation for where the business is currently and where it needs to be
- Identify risk, compliance & legal issues linked to the business process implementation
- Getting acceptance of risks and any costs (e.g. fraud) by business stakeholders
Who we are looking for
The ideal candidate would be a seasoned senior Business Analyst, with strong exposure to financial services specialising in the banking sector. Experience with projects, change and constructing work plans is essential, as well as gathering data and interpreting business/legislative requirements.
The role will be working in a fast paced environment, so strong management and the ability to prioritise in an agile environment is crucial to your success. Candidates that have extensive project experience, as well as a strong customer focus will be high regarded.
Applications close: 12 Nov 2019 AUS Eastern Daylight Time
For further information, and to apply, please visit our website via the “Apply” button below.
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