Business Architect

2 weeks ago


Singapur, Singapore OCBC Bank Full time
Business Architect / Business Analyst (CRM PY)

Position Overview:

We are looking for a skilled Business Architect / Business Analyst to join our team and help enhance our Group Customer Relationship Management (CRM) System. The role involves optimizing case management and streamlining various customer service requests. The ideal candidate will work closely with stakeholders to identify opportunities for process enhancement.

The perfect candidate should have a deep understanding of Branches and/ or Contact Centres operating model regarding customer engagement and possess strong analytical, problem-solving, and communication skills.

Responsibilities:
  • Develop a comprehensive understanding of CRM processes from front to back.
  • Design end-to-end customer service fulfillment process models and business architecture diagrams.
  • Collaborate with stakeholders to translate regional business requirements into user stories and prioritize system enhancements.
  • Work with technology teams to ensure system implementation aligns with business needs.
  • Analyze existing processes and systems to identify areas for improvement.
  • Stay updated on industry trends and best practices in system modernization.
Qualifications

1) Good knowledge of end-to-end business processes in Banking's Customer Relationship Management (CRM).

2) Experience in Digital Banking and business process reengineering projects.

3) Strong business analysis experience.

4) Excellent oral and written communication skills.

5) Comfortable communicating across business divisions and seniority levels.

6) Experience in agile/SCRUM deliver/SDLC and digital initiatives.



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