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Business Architect

1 month ago

Malaysia OCBC Bank Full time

**Business Architect / Business Analyst (CRM)** **-** **(**240000PY**)**

Position Overview:
We are seeking a highly skilled and experienced Business Architect / Business Analyst to join our team for further expanding our Group Customer Relationship Management (CRM) System to streamline the case management and straight through process (STP) various customer’s service requests. The Business Architect / Business Analyst will collaborate with various stakeholders, from front office (i.e. branches, contact centres) to middle and back office to analyse the opportunities for process improvement / straight through process.

**Responsibilities**:
1) Develop and maintain a comprehensive understanding of the CRM from front to back including how front office (branches, contact centres, digital channels) obtain the customer requests and routing to backend operation processing if the requests are not Straight through processed.

2) Design and document end-to-end customer service fulfilment process models, business architecture diagrams, data flows, and integration points with other systems, especially for cases that can be STP.

3) Collaborate with business stakeholders, product managers and operation users:

- to understand regional business requirements and translate them into user stories/functional specifications.
- to define and prioritize system enhancements and new features.

4) Collaborate with internal technology teams to ensure the system implementation is aligned with business requirements and industry best practices.

5) Evaluate business processes, conduct impact analysis and feasibility studies, and provide compelling and innovative solutions.

6) Analyze and evaluate existing processes and systems to identify areas for improvement and optimization.

7) Provide guidance and support to business analysts and development teams across different phases of implementation.

8) Stay up-to-date with industry trends, latest technology, and best practices in modernizing systems and automating processes.

**Qualifications**

1) Good knowledge in end to end business process in Banking’s Customer Relationship management (CRM). Knowledge in either Consumer or Corporate Banking’s Customer on boarding, Wealth products such as Unit Trust, Banca, Bonds and Structure Investment would be added advantages.

2) Experience in Digital Banking & business process reengineering project will be added advantages.

3) Possess business analysis experience. Strong analytical skills with the ability to assimilate information quickly and gain consensus from multiple stakeholders when required.

4) Good oral and written communication skills, including documentation and presentation skills.

5) Comfortable communicating across business divisions and levels of seniority

6) Experience in agile/SCRUM deliver/SDLC, digital initiatives involving technologies such as microservices, API, cloud etc. will be added advantages.

**Primary Location**: Malaysia

**Job**: Business Analyst

**Organization**: MAL E2P - Technology Solutions - Consumer Banking (DH)

**Schedule**: Permanent

**Job Posting**: 28-May-2024, 9:53:29 PM

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