Senior Business Analyst

About the bank :

About GXS Bank : We are living in dynamic times. Technology is reshaping how we live, and we want to use it to redefine how financial services are offered. GXS Bank is the leading technology company in Southeast Asia offering everyday services to the masses. We are committed to building a diverse and inclusive workplace where everyone can thrive and contribute their unique perspectives. Join us in our mission to provide financial inclusion for people in our region.We are now expanding our operations with the establishment of a Shared Services Entity in Malaysia - Neo Services Sdn Bhd (NEO), to support our growth and operational excellence.

NEO will centralize key functions such as Customer Services, Banking Operations and Credit Operations; enabling scalable solutions that align with our vision, agility and efficiency.

About the Job :

• Collaborate with Product and Business Teams, as well as other key stakeholders, to establish and prioritize business requirements, and acceptance criteria testing within digital Operations (digiOps). Ensure the delivery of a consistently positive and frictionless customer experience while concurrently optimizing the operational efficiency of the digiOps Team.
• Work closely with Product, Engineering, and other teams to ensure the digiOps roadmap aligns with the broader bank-wide product strategy. Develop and maintain a prioritized backlog of digiOps processes and functionalities to effectively support the creation of seamless customer journeys within our Retail and MSME business segments.
• Leverage innovative technology to maximize digitalization and scalability for our Customer and Business Operations Portal to achieve customer journey automation targets, reduce unit processing time, and minimize manual involvement. Prioritize and develop features that empower customer self-service and enable automated processes, driving operational efficiencies while maintaining a customer-centric approach.
• Leverage advanced data analytics with our Data Science Team to investigate operational challenges and opportunities, extract actionable insights, and pinpoint areas for enhancing efficiency and mitigating risks. Establish a continuous feedback mechanism and translate findings into informed process improvement strategies.
• Build and maintain a system of regular cadences and rituals in the digiOps team to ensure engagement and alignment of key stakeholders, their readiness for adoption of new processes and features

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