Process Analyst – Contact Centre & Back Office Proce...

Process Analyst – Servicing Transformation Project

A major Servicing Transformation Program is underway to enhance efficiency for employees and customers, increase customer self-service, and build future-proof operations. The program impacts Operations and Contact Centres and spans multiple Business and IT initiatives.

We are looking for an experienced Process Analyst to support a large-scale Service Centre reorganization project, focused on redesigning team structures and improving organizational effectiveness.

🎯 Role Purpose

As a Process Analyst, you will:

• Assess current processes across the Contact Centre, Middle Office, and Back Office
• Identify activities directly linked to client interaction
• Recommend a new team structure aligned with target activities, required skills, and operational needs

🛠 Key Responsibilities

• Prepare and facilitate workshops with cross-functional teams
• Map, analyze, and redesign end-to-end operational and service processes
• Apply a data-driven approach to extract insights and support transformation decisions
• Create clear, structured documentation for stakeholders and senior leadership
• Present findings and recommendations to Senior Management
• Contribute to organizational design and support change management initiatives

💡 Required Competencies

• Strong workshop preparation & facilitation capabilities
• Expertise in process design / process re-engineering
• Analytical, data-driven mindset
• Excellent documentation and structuring skills
• Confident and clear communication with Senior Management
• Experience in organizational team structure design
• Background in Contact Centres, Operations, or financial services is an advantage