As a Customer Service Operations Delivery Analyst, you ll be analysing and interpreting how changes to the business operating model will impact existing procedures. You ll provide recommendations and your expertise to a bank-wide stakeholder network, and you ll be acting as an internal consultant to enable and inform effective standards, processes and controls.

Day-to-day, you ll be:

• Providing an analysis of performance against targets, identifying where improvements can be made

• Facilitating the development of new ideas and supporting the project management of your initiatives and change projects

• Understanding potential changes and translating these to business processes to establish the changes or improvements needed

• Planning and producing relevant policy related reports and MI and gathering and maintaining business critical MI to meet assurance and compliance objectives

The skills youll need

We re looking for someone with relevant knowledge of regulatory frameworks and specialist systems. With strong communication skills, you ll be able to build robust working relationships with internal and external stakeholders.

You ll also have experience in using project management methodologies, such as Prince 2 and P3M.

In addition, you ll need:

• Good knowledge of process management and products relating to the business area

• An understanding of the customer product and service proposition

• An awareness of technology governance

• Experience in using business analysis tools and methodologies

• Knowledge of developing business and technical architectures