Key Performance Areas:

Operational Support and Systems & Process Improvements

• Act as a key link between Operations and Tech to resolve production issues and recommend enhancements.
• Collaborate with internal and external teams to support communication platforms and ensure business continuity.
• Analyse system usage and communication data to identify areas of improvement.
• Assist in reducing operational errors and increasing automation or self-service opportunities.
• Contribute to the optimisation of contact strategies, cost-saving initiatives, and customer experience enhancements.

Business Analysis Planning and Monitoring

• Define the scope and approach for each initiative in collaboration with delivery and operational teams.
• Prioritise work items and maintain traceability throughout the SDLC using Azure DevOps or equivalent tools.
• Ensure that all analysis tasks are properly scheduled, documented, and monitored for progress.
• Work closely with the Dialler Admins to align planning with campaign setup and execution requirements.
• Keep relevant stakeholders informed of analysis progress, challenges, and outcomes. 

Requirements Elicitation

• Gather requirements through structured interviews, workshops, and system investigations.
• Translate business needs into well-defined functional and non-functional requirements.
• Engage with users from across the organisation to ensure stakeholder expectations are aligned.
• Understand and reflect contact centre operational realities in technical requirements.

Requirements Management and Communication

• Create clear, structured documentation (e.g. BRDs, user stories, flow diagrams) to ensure shared understanding.
• Collaborate with stakeholders for validation and timely sign-off on requirements.
• Adapt documentation formats and styles for both internal developers and external vendors.
• Manage changes to requirements and scope throughout the project lifecycle.

Requirements Analysis

• Prioritise requirements and assess their value against strategic business objectives.
• Use diagrams, models, SQL queries, and structured analysis to validate feasibility and impact.
• Define and document assumptions, constraints, and business rules.
• Ensure that solutions are aligned with both business goals and technical architecture.

Solution Assessment and Validation

• Work closely with developers, testers, and vendors to ensure that delivered solutions meet business needs.
• Review and validate test plans and test cases to ensure thorough coverage of requirements.
• Conduct or support user acceptance testing and feedback loops.
• Monitor post-deployment performance and propose follow-up enhancements if needed.

Qualifications:

• 3-year tertiary qualification in relevant technical/analytical related field of study (preferred)
• Diploma in Business Analysis from FTI or equivalent

Experience:

• 6+ years in a business analysis or systems analysis role.
• Experience in the Financial Services and/or Contact Centre industry preferred.
• Experience supporting or enhancing communication platforms such as automated diallers, IVR systems, WhatsApp, and USSD.
• Exposure to both project work and operational support is essential.