Process Analyst - Servicing Transformation Project
A major Servicing Transformation Program is underway to enhance efficiency for employees and customers, increase customer self-service, and build future-proof operations. The program impacts Operations and Contact Centres and spans multiple Business and IT initiatives.
We are looking for an experienced Process Analyst to support a large-scale Service Centre reorganization project, focused on redesigning team structures and improving organizational effectiveness.
🎯 Role Purpose
As a Process Analyst, you will:
- Assess current processes across the Contact Centre, Middle Office, and Back Office
- Identify activities directly linked to client interaction
- Recommend a new team structure aligned with target activities, required skills, and operational needs
🛠 Key Responsibilities
- Prepare and facilitate workshops with cross-functional teams
- Map, analyze, and redesign end-to-end operational and service processes
- Apply a data-driven approach to extract insights and support transformation decisions
- Create clear, structured documentation for stakeholders and senior leadership
- Present findings and recommendations to Senior Management
- Contribute to organizational design and support change management initiatives
💡 Required Competencies
- Strong workshop preparation & facilitation capabilities
- Expertise in process design / process re-engineering
- Analytical, data-driven mindset
- Excellent documentation and structuring skills
- Confident and clear communication with Senior Management
- Experience in organizational team structure design
- Background in Contact Centres, Operations, or financial services is an advantage
