Business Analyst

1 day ago


Kuala Lumpur, Kuala Lumpur, Malaysia Oliver James Associates Full time
Business Analyst - CRM and Contact Center

Oliver James Associates Kuala Lumpur, Malaysia

Posted 3 days ago | Hybrid Job | Permanent | Benefits

Position: CRM and Contact Center Business Analyst
Location: Regional Office, Leading International Insurance Company
Type: Full-time

About Us
Our client is a leading international universal insurance provider with a strong regional presence, committed to delivering exceptional customer experiences through innovative solutions. As part of our ongoing transformation initiatives, we are seeking a dynamic and skilled CRM and Contact Center Business Analyst to join our regional office team. This is an exciting opportunity to contribute to cutting-edge projects that redefine customer engagement and drive business impact.

Key Responsibilities

  1. Act as a key liaison between business stakeholders and technical teams to deliver integration projects.
  2. Lead and support the implementation of an OmniChannel solution, unifying multiple CRM systems and voice applications across the region.
  3. Collaborate with cross-functional teams to design, develop, and deliver customer experience (CX) enhancements.
  4. Analyze and interpret complex business requirements, ensuring alignment with technical solutions and organizational goals.
  5. Leverage knowledge of AI and data analytics to identify opportunities for process improvement and automation.
  6. Provide expertise on Salesforce, Genesys, or similar platforms to ensure optimal performance and user adoption.
  7. Stay updated on emerging technologies and industry trends to enhance customer engagement strategies.

Ideal Candidate Profile

  1. Ideally Big 4 consulting background
  2. Proven experience leading integration projects, particularly in an OmniChannel context.
  3. Hands-on experience unifying CRM systems and voice applications into a single, cohesive solution.
  4. A solid understanding of AI technologies and data-driven decision-making.
  5. Versatile and adaptable, with a track record of delivering results across various types of projects.
  6. Strong focus on Customer Experience (CX) and the ability to align solutions with user needs.
  7. A collaborative and engaging personality, demonstrating excellent interpersonal and communication skills.
  8. Industry experience in banking, financial services, or insurance is highly desirable.
  9. Proficiency with tools such as Salesforce, Genesys, or comparable CRM and contact center platforms.

What We Offer

  1. A chance to work with a global leader in the insurance sector.
  2. A collaborative and innovative work environment.
  3. Opportunities for professional growth and career advancement.
  4. Competitive compensation and benefits package.
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