About the Company:

Our client is a key financial institution, dedicated to strategic leadership in banking, financial services, insurance, or telecommunications. The organization is focused on driving process optimization and defining future-state capabilities across its enterprise technology landscape, with a strong emphasis on operational excellence and digital transformation in areas like Unified Communication Systems.

About the Job:

This pivotal role requires a strategic forward-thinker to act as the primary liaison between the business and technology teams. You will be responsible for defining and documenting the To-Be business and operations processes, leveraging deep domain expertise in Unified Communication Systems. A core focus will be on performing As-Is Capability Assessments, analyzing and defining detailed functional and non-functional requirements, and actively managing the scope and impact of new initiatives and change requests. This role may also involve stepping into a Project Manager capacity when required.

Roles & Responsibilities

Requirements Management: Collaborate with Business Product Owners/Specialists to define, analyze, and document all aspects of business requirements, ensuring alignment with strategic direction.
Process Definition: Perform As-Is Capability Assessment, Analyze, Define, and document the To-Be business/operations processes/capabilities.
Scoping & Impact: Undertake scoping and evaluation of new initiatives and perform impact assessment/estimation for Change Requests.
Risk Mitigation: Monitor and manage risks/issues related to requirements and scope creep.
Team Leadership & Collaboration: Lead and collaborate with cross-functional teams (System Analysts, Architects, Developers, Testing Teams) in defining, clarifying, and finalizing requirements.
Quality Assurance: Work with the Test Manager to translate business requirements into test scenarios, and clarify/classify test findings (defect or change request).
Project Support: Support Business T&O leads on pre-project planning, project management, and closure activities, performing the Project Manager role when necessary.

Skills and Experience Required:

Industry Expertise: At least 10 years of experience in banking, financial services, Insurance, or Telecommunication industries.
Domain SME: Must have strong SME knowledge and experience in Unified Communication Systems like Voice Telephony, IVR, Live Chat, Auto Dialer, Call Recording, Work Force Management, and Quality Management Systems.
Platform Knowledge (Plus): Experience working as an SME in Avaya, CISCO, or Genesys Unified Communications systems is highly advantageous.
Process Re-engineering: Strong experience in process re-engineering in Contact Centre, Telesales, and Collections areas.
Product Knowledge: Familiarity with Retail product knowledge (e.g., CASA, Loans - Secured/Unsecured).
Methodologies: Familiar with change management processes and project management fundamentals.

Leadership & Collaboration:

Core Competency: Must possess strong project management skills.
Influencing Skills: Strategic forward-thinking approach to challenges with outstanding communications, influencing, negotiating, and persuasion skills.

To apply online please use the apply function. EA License No: 94C3609EA Personnel Registration No: R1440037

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