Domain:
- Retail Consumer banking operations & contact centre
- Retail product knowledge e.g. CASA, Loans (Secured/Unsecured), Wealth & Investment.
- Knowledge of Best Practices & Service Excellence in Technology & Operation Management
Key Deliverables::
- Business requirements (jointly with BU Specialist)
- Functional requirements (incl. input/output, data, security)
- Non-functional requirements
- Standard operating procedures, manuals and Release notes
Responsibilities:
- Pre-Project Capability Assessment & Transformation Planning
o Perform “As-Is” Capability Assessment, Analyse, Define and document the “To-Be” operational capabilities in line with the strategic direction
o Identify and document the opportunity for Digital Servicing, Productivity improvements using Lean principles/straight through processing and Data Driven Actionable Insights
- Requirements Analysis & Elicitation
o Collaborate with BU Specialists to elicit and review business requirements
o Analyse and document the "to be" business and operations processes based on the agreed requirements and / or function points, perform impact assessment
o Responsible to analyse and define detailed functional and non-functional requirements based on business requirements
o Identify value based & outcome driven requirements and manage risks through prioritization
o Write business functional release notes and contribute to deployment plan
- Team Collaboration
o Transition functional and non-functional requirements to System Analysts, and ensure a clear and complete understanding of the requirements
o Work with Test Manager to translate business requirements into test scenarios
o Facilitate / provide "Train the Trainer" on application enhancements
o Maintain up to date knowledge base related to application features and processes (subject matter expertise)
- Testing & Scope Management
o Clarify test findings escalated by Test Manager and classify the findings accordingly (either as a defect or change request)
o Perform impact assessment and estimation for Project Change Request
Requirement:
Technical Skills & Experience
- Strong business domain knowledge in retail banking
- Bachelor’s degree in engineering/ business/ finance or equivalent
- Strong quantitative, analytical, problem solving and process design skills that can translate analysis into solutions that meet business objectives
- Understanding of technology and operational processes across functions / departments in the bank/market.
- Resourceful team player
- Familiar with change management processes and project management fundamentals
- Strategic forward thinking approach to challenges with outstanding communications, influencing, negotiating and persuasion skills
- Passionate, diligent and resilient individual with ability to thrive in ambiguity
- Experience in scoping and evaluation – Defining overall considerations, including scalability, maintainability, cost, operations and technology principal risk to provide a recommendation
- Minimum 10 years of relevant banking and/or consulting experience
- Having experience in Digital Servicing Transformation, Customer Journey Mapping, Value Stream Mapping, working knowledge of Lean/Agile principles/practices and getting actionable insights using data will be a plus.
