Business Analyst

• Map and document how customer requests within Deposits and Daily Banking are handled (by agents or bots)
• Create and maintain step-by-step flows and BPMN diagrams for core and edge cases
• Ensure clarity, accuracy, and relevance of all processes over time
• Prepare the Customer Service team for new product launches, policy updates, and new tools within the Deposits and Daily Banking scope
• Translate business and product changes into concrete CS actions (scripts, macros, workflows)
• Build project plans, align with other teams, and ensure timely implementation
• Proactively surface risks and blockers and work across teams to resolve them
• Monitor whether requests are handled as designed
• Track key metrics (handling time, satisfaction, process adherence, SLAs)
• Identify root causes for deviations and address them with the relevant teams
• Handle incidents and escalations within the deposits scope
• Propose and drive changes to simplify or improve customer processes
• Sync with Business, Product, Training, and QA to ensure alignment
• Collaborate with Data Analysts to measure the impact of improvements
• Coordinate across CS, Product, Engineering, Risk, Compliance, and other departments on the deposit customer journey

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Business Analyst, Deposits & Daily Banking