Manager Business Analyst

Some careers shine brighter than others.

If you’re looking for a career that will help you stand out, join HSBC and fulfil your potential. Whether you want a career that could take you to the top, or simply take you in an exciting new direction, HSBC offers opportunities, support and rewards that will take you further.

HSBC is one of the largest banking and financial services organisations in the world, with operations in 64 countries and territories. We aim to be where the growth is, enabling businesses to thrive and economies to prosper, and, ultimately, helping people to fulfil their hopes and realise their ambitions.

We are currently seeking an experienced professional to join our team in the role of Manager Business Analyst – IWPB GTC Transformation.

In this role, you will:

• Articulates or translates complex information in clear, meaningful and structured way to suit audience.
• Often acts as an expert across multiple projects or programmes simultaneously, owning capability and guiding the teams on their requirements gathering, design, change or implementation approach. May conduct one off business research and analysis tasks related to programme or project scope.
• Be responsible for implementation management, including planning, controlling and reporting on implementation of the change ‘product’.
• Identify potential risks to service or performance and deals with them proactively; effectively manages review processes to identify quality issues early.
• Use systemic thinking and creativity in devising solution options by anticipating the issues/ risks and act to mitigate; handle any unforeseen roadblocks swiftly and effectively.
• Understand the Group’s priorities, business drivers, competitors and competitive strategy to help drive strategically aligned solutions, considering aspects of risk/reward and question small-scale business decisions that do not demonstrate alignment to the Group’s commercial strategy.
• Bring structure and order to undefined problems and/or large-scale problems, making them easier to address and evaluate relative costs, benefits and obstacles of potential solutions before implementing.
• Be responsible for change planning and audience analysis; through to designing and delivering change interventions (e.g. communications, training, support, organisation alignment); and tracking and taking actions on change readiness, adoption, and feedback. Evaluates relative costs, benefits and obstacles of potential solutions before implementing.

To be successful in this role, you should meet the following requirements:

• 15+ years of experience in business analysis and most recent experience preferably in the banking and financial domain.
• Strong business analysis, requirements gathering and design thinking skills with a mix of business, operations and technology focused projects.
• Agile expertise, requirement life cycle management and traceability, experience in digital transformation projects in a global banks/consulting firm/ Financial industry
• IVR Simplification
• Automation for self-service (Voice bots)
• ID &V - CLI/ANI, OTP , Voice ID
• Data - Migration, storage and management (real time and historical)
• Contact Centre Reporting and BI
• WFM process, Forecasting, Scheduling, Routing,
• Knowledge Management (KMS)
• Sentiment Analysis, Intent Management
• AI /Gen AI enabled Agent assist
• Routing, Queue, Process Optimisation
• Contact Center Platform demise /migration (voice/ chat)
• CCaaS Implementation experience
• Cloud migration experience (Geneys/Amazon/MS)
• Ability to interact and influence senior stakeholders like the Project Sponsor, Business Outcome Leads and Tech Leads
• Ability to shape and structure complex problems and direct others, ability to take an E2E view and consider customer and business impacts across the SVS.
• Ability to challenge and provide alternative solutions and put forward recommendations especially in ambiguity.
• Experience in managing cross functional and cross geographical teams.
• Strong communications, leadership, project management, influencing, analytical, decision-making, presentation, and interpersonal skills.
• Be a strong team player and contribute to the success of teamwork taking up different roles and activities.
• Self-driven approach

The following additional skills would be advantageous:

• Certified Business Analysis Professional (CBAP) – If not held, you would be expected to work towards the qualification

• Agile Certifications

• Design Thinking

You’ll achieve more when you join HSBC.

www.hsbc.com/careers

HSBC is committed to building a culture where all employees are valued, respected and opinions count. We take pride in providing a workplace that fosters continuous professional development, flexible working and opportunities to grow within an inclusive and diverse environment. Personal data held by the Bank relating to employment applications will be used in accordance with our Privacy Statement, which is available on our website.

Issued by – HSBC Software Development India