Business Analyst (IVR Genesys)

Digital Banking (Online & Mobile Banking, Website, Digital Wealth Applications, Tablet Banking & CRM, Genesys IVR, IVR and ATM & CDM)

The Key responsibilities of this job will be:

Requirement Gathering
Collaborate with stakeholders to elicit, analyze, and document business requirements, including functional and non-functional requirements towards the goal of superior customer experience on the IVR channel by improving automation and customer friendly business rules
Conduct interviews, workshops, and observations to design customer journeys on the IVR

Data Analysis
Collect, analyze, and interpret data from various sources including call centre agent activities to identify trends, patterns, and insights that can inform business decisions. Identify agent processes that can be automated on the Genesys IVR
Develop and maintain data models, perform data mapping, and assist in data governance activities.

Process Mapping and Optimization
Evaluate existing business processes, identify inefficiencies or bottlenecks, and propose optimized workflows.
Document process maps, conduct gap analysis, and recommend process improvements to enhance efficiency, reduce costs, or improve customer experience through IVR

Solution Design
Collaborate with technical teams, such as software developers and system architects, to translate business requirements into technical specifications.
Participate in solution design sessions, review prototypes, and provide feedback to ensure the developed solution aligns with business needs.

Stakeholder Management
Engage with stakeholders across different departments or teams such as Legal, Compliance, OpsRisk, ITRisk, INA, etc. to gather input, validate requirements, and manage expectations.
Facilitate communication and foster collaboration between business and technical teams throughout the project lifecycle.

Business Case Development
Assist in developing business cases and cost-benefit analyses to evaluate the feasibility and potential impact of proposed projects or initiatives.
Provide insights and recommendations based on data analysis and industry trends.

Documentation
Create clear and concise business requirements documents, use cases, functional specifications, and test plans.
Ensure documentation is up-to-date and accessible to relevant stakeholders.

Testing and Quality Assurance
Collaborate with testing teams to define test scenarios, validate test results, and ensure that the developed solution meets the defined requirements.
Participate in user acceptance testing (UAT) and provide support in resolving issues or bugs.

Continuous Improvement
Stay up-to-date with industry trends, best practices, and emerging technologies relevant to the usage of IVR and Chatbots in Banking domain.
Proactively identify opportunities for process improvement and recommend innovative solutions.