We are looking for a Senior Business Analyst with 10+ years of experience in Contact Center Operations and Processes to join our rapidly growing team across regions. We are looking for someone with deep knowledge of Contact Center implementations and experience in requirements elicitation & representation of complex Contact Center projects.

If you enjoy working with large multi-national teams and in leading conversations with Clients on the retail banking front (focused on Contact Center) then you will definitely enjoy taking up this challenge us.

What is in it for you:

• Work in mega Contact Center implementations in the MEA region
• Rub shoulders with some of the best professionals in the Banking industry, both internally (staff) and externally (clients, partners)
• Apply new age analysis methods and techniques to capture Contact Center requirements and convert them into implementation scope
• Highly competitive compensation & benefits package
• Performance linked bonus
• Remote working options
• Tremendous learning opportunities
• A thriving and energetic culture that celebrates diversity and puts people at the heart of what we do

Skills / Requirements

• Deep know-how of Contact Center concepts and processes & operations (including financial and nonfinancial transactions like funds transfer, balance inquiry, service request or complaint registration, new product enrolment, etc)
• Implemented multiple large scale Contact Center projects in the last 10+ years and hands-on experience in managing complex business requirements
• Thorough understanding of banking processes, operations, SLAs, and features offered and operated via Contact Centres
• Good understanding of best practices currently followed in Contact Centers within a Banking environment
• Thorough understanding of Contact Center’s KPIs like Average Time to Answers, Average Abandonment Rate, Average Call Duration, First Call Resolution, etc
•  Hands-on experience in identifying root causes and enhancing Contact Center’s productivity
• Experience in Core Banking Systems, Operations, Functionalities, Day end & Data sync processes, API, and other Integrations.
• Ability to define and explain end-to-end processes via User Journeys
•  Ability to convert concepts into visual diagrams and processes using different tools like MS Visio, Balsamiq, Adobe XD
• Conduct and lead requirements gathering sessions using a wide variety of analysis methodologies
• Identify gaps amongst existing product and client requirements and suggest possible solutions
• Analyze all business requirements and provide detailed specifications
• Assist project managers and development team during the project life cycle, especially reviewing & executing test cases, training business users, and leading UAT
•  Knowledge of project lifecycle and different methodologies like waterfall or agile
• Not to mention excellent communication skills, a positive mindset, and a can-do attitude
• Islamic Banking knowledge is a plus
• Hands-on Experience in Internet and Mobile Banking Applications is a plus

 Other Role Specific Requirements

• Minimum qualification required: Bachelors in related discipline

 VeriPark is a global solutions provider with the mission to enable financial institutions to become digital leaders by providing proven, secure, and scalable customer engagement, Omni-channel delivery, branch automation, loan origination, and next best action solutions. With over 22 years of expertise and innovation experience in FSI (Financial Services Industry), we are based in 15 countries and serving in 30+ countries worldwide. VeriPark thrives on a culture of being Passionate, Progressive, and Professional.