CI Analyst

Are you ready to take the next step in your career?

The purpose of this position is to investigate, analyze, document, and coordinate activities within business and/or operational processes, which will improve customer service, reduce cost, enhance quality, and increase efficiency to address business requirements needed to optimize the business.

What you'll be doing

Process Improvement Initiatives

• Supports the identification of improvement opportunities by providing relevant data and data analysis.
• Responsible for documenting process changes/new process design and measuring process compliance within the business.
• Ensures that all Continuous Improvement deliverables are met within stipulated timeframes and at the agreed standard of quality.
• Provides overall support and facilitation of business improvement and continuity which incorporates business continuity processes and associated documentation and coordination in ensuring the business can continue to service the client’s customers.
• Assists in the implementation of operational changes to support marketing campaigns, new regulatory  and group projects.
• Communicates minor and major incidents raised by the operation and uses experience to seek ways to improve processes through root cause analysis or escalates where necessary.

Business Analysis

• Develop and refine business processes and systems, focusing on innovative designs that effectively meet organizational objectives.
• Design to-be business architectures
• Identify and design new and improved business process systems and procedures to deliver goals
• Undertake a feasibility and impact analysis of solutions identified with key stakeholders
• Develop IT systems functional, non-functional and service level requirements as well as Business Requirement Definition documents to assist Project Manager with deliverables
• Investigate and perform business needs analysis and root cause issues analysis with key stakeholder and evaluate and identify solutions.
• Convert findings into actionable insights and identify ROI.

Project Administration

• Produces relevant, useful, and professional reports for project updates, ensuring relevance and utility for the business.
• Maintains continuous, transparent communication with all essential functional team members.
• Identifies project risks either by consultation with key stakeholders or by risk assessment workshop and develop mitigating action plans with operations.
• Contributes to scoping of projects
• Identifies cause and effect relationships and ensures steps are in place to mitigate risks.
• Delivers project work on time, and in line with the agreed standard of quality.

Reporting and Administration

• Completes and stores all project documents and related administration to ensure accuracy and accessibility.
• Generates monthly and weekly or ad-hoc status reports.
• Provides detailed and accurate reports to assist the CX Manager in meeting and exceeding client expectations.
• Documents process changes and new process designs, ensuring adherence to business requirements.

Relationship Management

• Cultivates strong, collaborative relationships with internal stakeholders and external clients, fostering mutual trust and cooperation.
• Demonstrates a deep understanding of stakeholder needs, efficiently resolving their concerns and requirements.

Requirements

• Technical Expertise (L2)
• At least two years in the generalist discipline
• Excellent knowledge of Call Centre metrics and operations
• Understand Process Engineering and Mapping
• Understanding Application of Expertise and Technology
• Lean Six Sigma – White and Yellow Belt
• Business Data Analysis