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Support business partners as an IT partner in defining their Customer Relationship Management (CRM) roadmap/strategy.
Support business in providing cost effective/practical solutions that meet their enhancement strategies
Conduct peer bank/industry review of contact centre and related trends and provide advice/insights to Business and IT seniors
To be able to engage and elicit requirements from business to ensure completeness and no ambiguity effectively and efficiently
Ensure harmony and compatibility of proposed solution with existing systems
Play a consultant role to business to come out with multiple options for solutions and initiatives and to think out of the box to find new solutions to old problems
Coordinate internal/business review and get business signoff for the project cost, plan and various specifications.
Be the bridge between Business and Technology team during solution and all phases of SDLC and/or Agile/SCRUM sprints/delivery.
To engage and assist business managers and end users to articulate requirements
Elicit requirements, prioritise and analyse requests, design business processes, workflows and user interfaces, review of functional specifications and data mapping templates
Work with System Delivery and Project Office as well as other internal IT departments, IS and vendor to arrive at optimal solutions for the Business with compliances to Bank's standards, policies and guidelines
Able to translate technical designs and jargons into terms that business can understand and associate
Prepare / review test scenarios and test cases, support test utility team for SIT, support user for UAT and other related activities to ensure business needs are met
Ensure gaps in deliverables are identified early and addressed effectively
Ensure Business stakeholders' expectations are met
Provide thought leadership within own area of responsibility and BA profession within the bank
Provide SME support to extended IT teams such as security/risk/EDW by articulating requirements
Provide support to architecture committee and project teams to ensure that target operating models are progressing in line with the preferred strategic architecture / chosen architectures
At least 5 years of relevant business analysis experience in financial services environment, preferably in area of Contact centre/Customer Service Centre for on-going projects and new development initiatives
Strong experience implementing CRM platforms in a complex corporate environment. Able to relate to how corporate/SME customers transact, service. Familiar with Interactive Voice Response (IVR), Telephony, Self Help, Customer Identification, Servicing of Customer Emails, Service Requests (SR) initiation/workflow, Desktop and Process Analytics (DPA) compliance process
Composite of 70% business knowledge and 30% IT knowledge in CRM space - more business/less IT
Strong analytical skills with the ability to assimilate information quickly and gain consensus from multiple stakeholders when required
Good oral and written communication skills, including documentation and presentation skills
Comfortable communicating across business divisions and levels of seniority
Strong team player with the ability to take ownership and deliver independently
Able to work under pressure with tight deadlines and/or multiple projects
Strong interpersonal skills required to liaise with other subject matter experts to problem solving issues or generating ideas
Experience and ability to work in a culturally diverse and geographically distributed team
Experience in negotiation and conflict resolution
Possess initiative, drive and excellent attention to detail
Understanding of technology and development lifecycle - experience in both SDLC & Agile/SCRUM delivery
Experience in tools such as Visio, PowerPoint, Word, Excel, SQL