Business Function
Group Operations enables and empowers the bank with efficient, nimble and resilient processes through a strategic focus on productivity, quality & control, technology, people capability and innovation. In Group Operations, we manage the majority of the Bank's operational processes and aspire to delight our business partners through our multiple banking delivery channels.
Group Ops Capability Centre (GOCC) was formed to accelerate innovation via development and deployment of AI capabilities and COE setups, while ensuring resiliency and standardisation. The function also holds the mandate to oversee digital transformation initiatives across the 3 Lines of Business Ops (LOBOs) and Operations COO functions.
About the role
We are seeking an experienced and highly motivated Assistant Vice President (AVP) Business Analyst to join the GOCC Customer Servicing team supporting the IBG I.Serve platform.
The successful candidate will play a key role in driving business transformation, platform enhancements, operational efficiency initiatives, and system integrations across customer servicing functions. The individual will partner closely with Customer Service Hub teams, Technology, Product Owners, and regional stakeholders to deliver business value while maintaining strong governance, control, and customer experience standards.
This role is suitable for a senior BA who possesses strong analytical capabilities, leadership presence, stakeholder management skills, and hands-on experience in corporate banking operations or contact centre servicing environments.
Responsibilities
Business Analysis & Requirements Management
Lead end-to-end business analysis activities across strategic initiatives, regulatory changes, production fixes, and enhancement deliveries.
Facilitate requirement gathering workshops with business users, operations teams, and technology stakeholders.
Translate business requirements into detailed functional specifications, user stories, process flows, and acceptance criteria.
Perform impact assessments across upstream and downstream systems.
Drive requirement prioritization and backlog management in Jira.
Maintain comprehensive project documentation in Confluence.
Solution Delivery & Change Management
Work closely with development and QA teams throughout the SDLC lifecycle.
Support solution design discussions and challenge designs to ensure alignment with business objectives.
Coordinate UAT planning, execution, defect triage, and business sign-off.
Drive implementation readiness, release management activities, and production deployment support.
Manage multiple concurrent workstreams and enhancement initiatives.
Stakeholder Engagement
Build strong relationships with senior business stakeholders, operations teams, contact centre management, and technology partners.
Present recommendations, risks, dependencies, and project status updates to leadership teams.
Act as the bridge between business and technology teams to ensure successful solution delivery.
Operational & Production Support
Support parameter administration and configuration activities within the I.Serve platform, including maintenance of business rules, workflow configurations, user roles & access matrices
Analyze production issues and identify root causes.
Work with support and development teams to drive timely issue resolution.
Recommend process and system improvements to reduce operational risks and improve customer experience.
Support service review sessions and continuous improvement initiatives.
Platform Transformation & Innovation
Identify automation opportunities to improve servicing efficiency and reduce manual effort.
Participate in digital transformation and customer experience enhancement initiatives.
Drive adoption of best practices in business analysis, documentation, and operational governance.
Support AI, workflow, customer servicing, and operational excellence initiatives where applicable.
Leadership Responsibilities
Provide guidance…