Business Analyst Banking Sector
Norconsulting
Brussels, Brussels, Spain
hace 5 días

Mission context

Norconsulting Group is currently rolling out a major transformation program related to its client servicing.

The new Client Service Center (CSC) is part of our Group strategy. The objective of CSC is to answer to the fast changing customer expectations in terms of servicing.

The CSC program aims at putting in place

  • A new and adapted servicing operating model, a new way of working by bringing together all servicing activities of the different Business lines and E2E Operations.
  • A shared omni-channel servicing technology platform that will allow one-stop client servicing for all non-sales requests of all clients with the objective to answer a maximum number of requests within 24 hours
  • The program is organised in different tracks :

  • Platform track implementation of the Contact tool of Worldline
  • User track onboarding of the teams onto the Contact tool, as well as the alignment of the different partners towards the adapted servicing operating model
  • Organisation track definition of the set-up of the new CSC organisation, as well as the Ways of Working for all CSC employees
  • Function description

  • Identify business needs
  • Act as interface towards the program management
  • Represent the view of the business line you represent in terms of requirements, strategic approach,...
  • Perform indepths analysis and providing strategic insights for informed decision taking
  • Language requirements

    Dutch

    Strong written and spoken communication skills

    French

    Strong written and spoken communication skills

    English

    Strong written and spoken communication skills

    Travel

    Required experience / knowledge

    At least 3 to 5 years of relevant experience

    mandatory

  • Experience with conceptual modelling techniques and methods
  • Good expertise in MS Office
  • mandatory

  • experience in banking
  • preferable

  • experience in one of the business lines within the bank (Retail, Private or Corporate)
  • Understanding of Call center or servicing activities
  • Soft skills

  • Analytical mind conceptual thinking
  • Negotiation and persuasion skills
  • Structured approach
  • Able to work independently
  • Problem-solver
  • Quality-minded and eye for detail
  • Goal-oriented
  • Open to change
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