Business Analyst

· Reviews, analyzes, documents, and maintains end-to-end Customer Service processes, procedures, standards, work instructions, policies, and standard operating procedures (SOPs).

· Conducts business process reviews, process mapping, gap analysis, impact assessments, and process design activities to identify opportunities for process improvement, standardization, automation, and operational efficiency.

· Gathers, analyzes, validates, and documents business, functional, operational, and regulatory requirements, ensuring alignment with business objectives and customer service needs.

· Facilitates stakeholder analysis, engagement, process walkthroughs, requirements validation sessions, and coordination activities with business units, technical teams, vendors, and external stakeholders.

· Supports the implementation of regulatory requirements and monitors compliance with established processes, standards, policies, internal controls, and applicable regulations.

· Assists in the development, implementation, and maintenance of process governance frameworks, standards, controls, and documentation.

· Develops and maintains system navigation guides, user manuals, training materials, process documentation, and knowledge management resources.

· Plans, coordinates, and facilitates User Acceptance Testing (UAT), including test scenario development, execution support, defect tracking, and validation of business requirements.

· Conducts user training, knowledge transfer, and communication activities related to process, policy, and system changes.

· Conducts post-implementation reviews and assessments to evaluate system performance, user adoption, process effectiveness, and achievement of business objectives.

· Supports Data Privacy Impact Assessments (DPIA), fraud risk assessments, Business Continuity Management (BCM) initiatives, and recommends appropriate controls and mitigating measures.

· Administers and monitors user access management activities, ensuring compliance with security, access control, and segregation of duties requirements.

· Manages and maintains system parameters, configuration settings, and reference data in accordance with approved business rules, operational requirements, and governance standards.

· Oversees billing rate configuration and maintenance to ensure accuracy and alignment with approved regulatory and business requirements.

· Coordinates with cross-functional teams to ensure alignment of Customer Service processes with business objectives and regulatory requirements.

· Provides project coordination and support, including monitoring project deliverables, milestones, risks, issues, dependencies, and action items.

· Prepares management reports, process performance analyses, business cases, presentations, project updates, and other documentation required by stakeholders and management.

· Identifies opportunities for process standardization, automation, and continuous improvement across Customer Service functions.

· Performs other related duties and responsibilities as may be assigned in support of Customer Service operations and the CIS Transformation Program