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
