Business Analyst for Customer Engagement and Process Improvement
1 week ago
As a Business Analyst for AIA Singapore Private Limited, you will play a crucial role in bridging the gap between data and customer engagement. Your primary objective is to integrate insights from all touchpoints' interactions, develop strategies and recommendations through insightful data analytics to improve processes and drive business performance.
The ideal candidate should have a strong background in data analysis, contact centre management, analytical skills, and excellent communication skills. You will be responsible for analysing servicing touchpoints' interactions and service requests from various source systems to identify trends, patterns, meaningful insights, and findings that would help improve performance.
You will use data analysis to accurately forecast volume and identify resource requirement, optimising workforce management strategies. Employ data storytelling to weave business performance narratives and work with key business owners to identify opportunities or close gaps. Validate data points in the data warehouse to ensure data integrity.
In this role, you will also develop, automate, and streamline management reporting to monitor key business metrics. Handle ad hoc requests, discern trends and business needs, and recommend sustainable solutions. Provide guidance to junior staff.
We are seeking a determined, resourceful, and results-oriented individual with at least 8 years of experience in the FI or insurance industry, managing in-house/outsourced contact centres. You should have a strong Excel and PowerPoint skill set, with the ability to communicate strong business storytelling skills.
A competitive salary ranging from SGD $80,000 - SGD $120,000 per annum, commensurate with experience, will be offered to the successful candidate. If you are passionate about driving business performance and improving customer engagement, please submit your application.
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