Business Analyst / CCaaS / Caribbean CEC (Acting Opportunity for 6 months)

Requisition ID: 243444Join a purpose driven winning team, committed to results, in an inclusive and high-performing environment.Business Analyst / CCaaS / Caribbean CEC (Temporary Position - 6 months)Level: 6.1Schedule: Monday to Friday from 8:30AM-5:30PM/ Saturdays 4 hours upon requestPurposeAs the CCaaS Business Analyst, you will contribute to the overall success of the CCaaS Team by ensuring specific individual goals, plans, initiatives are executed / delivered in support of the team’s business strategies and objectives. You will also ensure all activities conducted are in compliance with governing regulations, internal policies and procedures.This role involves gathering business requirements, writing functional/technical specifications, creating test scripts/plans, analyzing and documenting systems and applications, and working with Developers, Testers and Management. The CCaaS Business Analyst collaborates efficiently with stakeholders to optimize the solutions design, to meet the projects goals and expectations.AccountabilitiesChampions a customer focused culture to deepen client relationships and leverage broader Bank relationships, systems and knowledgeAnalyzes current state business and IT process and systems, with a specialty in Telephony Call Routing, and Workforce Management SystemsUnderstand end-to-end Customer Journeys and their supporting IT SystemsSupport design of future state business and IT process and systems to informs key decision makers and management of recommended and alternative solution optionsAnalyze processes and data to identify possible gaps, risks and opportunities to improve efficienciesClarify Business functional and non-functional system requirementsBuilds and maintains strong, effective relationships with business and IT partnersSupports maintenance changes, enhancements, and major production releases.Develops test plans and supports testing team executionSupport Change Management and Communications teamsFacilitate re-occurring solution design sessionsPartners with the Business and IT Engineering / Architecture teams to understand and design future state solutions.Document, communicate and solution integration requirementsSupport and/or author Agile User Stories in JIRAAuthor lightweight and detailed business and IT documentation (artifacts such as current / future state, User Stories, Executive briefings, story maps, testing plans, etc.).Manage competing priorities in a dynamic work environment.Continually acquire and enhance his/her knowledge of Retail Banking products, Contact Centre Best Practices, Compliance & regulatory requirements as well as the rapidly changing technologies. Understand how the Bank’s risk appetite and risk culture should be considered in day-to-day activities and decisions.Actively pursues effective and efficient operations of his/her respective areas, while ensuring the adequacy, adherence to and effectiveness of day-to-day business controls to meet obligations with respect to operational risk, regulatory compliance risk, AML/ATF risk and conduct risk, including but not limited to responsibilities under the Operational Risk Management Framework, Regulatory Compliance Risk Management Framework, AML/ATF Global Handbook and the Guidelines for Business Conduct. Experience & EducationRelevant degree (e.g., Bachelor’s or Master’s) in Computer Science, Information Systems, or related fields1-2 years contact centre experience required. Telephony, IVR and WFM experience an assetDemonstrated success in working on multi-disciplinary initiatives of varying sizes and complexity, efficiently and effectively, ensuring all elements of change are considered, understood and managedStrong organizational skills to coordinate and prioritize a number of concurrent projects / demandsStrong planning and analytical skillsAbility to compile, analyze, and understand large data sets, developing and communicating relevant insightsAbility to think critically and use a data-driven approach to make decisions / influence outcomesExcellent attention to detailAbility to take calculated risks supported by clear rationale (e.g. industry trends, competitive research, and positive cost benefit analysis)Strong communication skills (verbal and written) to influence all levels of the organization through the presentation of insight based on sound research and analysisStrong leadership and interpersonal skills that facilitate a positive and effective team environment at all levels of the organizationThorough knowledge of the Bank’s application systems and their relationship within the BankThorough knowledge of Contact Centre technology and ability to evaluate solutions and options offered by service providersFacilitation / Communication experience across diverse audiencesThorough knowledge of Agile Principles considered an assetProficient knowledge of Microsoft Office #DRGBSLocation(s): Dominican Republic : Distrito Nacional : Santo Domingo