Business process analyst of the remote services department in Bank Pivdenniy

Pivdenny Bank is one of the leaders of the financial market of Ukraine, which ranks third in the group of Ukrainian banks with private capital in terms of assets. "Pivdenny" has been a reliable financial partner for private and corporate clients for 32 years. 

The Pivdenny team is more than 1,700 active and purposeful employees throughout Ukraine. For four years in a row, the bank has been included in the rating of the "50 best employers" according to Forbes magazine.

We offer:

• registration according to the Labor Code of Ukraine
• competitive salary fee
• medical insurance or gym subscription compensation
• work in a functional, comfortable office or remote work format
• corporate psychologist
• opportunity for career growth and development
• opportunity to take courses and training
• opportunity to work in a stable and professional company with a friendly team

What needs to be done:

• Analysis, modeling and optimization of remote customer support business processes (omnichannel contact center, virtual office)
• Building a map of "as is" processes and projecting "to be" taking into account omnichannel logic and regulatory requirements.
• Assessment of the effectiveness of remote service processes according to key metrics (ASA, SLA, AHT, FCR, CSAT).
• Formation and documentation of business requirements, functional specifications, scenarios of agents and remote services.
• Design of IVR/routing logic (Cisco UCCX/), load and skill model optimization.
• Data analysis for search "bottlenecks" and performance evaluation (BI analytics, dashboards, reporting).
• Support of changes in CRM (Siebel), bank internal systems (B2) and BI reporting.
• Ensuring correct integration of processes between the contact center, virtual branch, digital channels, risks, security and operational unit.
• Preparation and conducting of UAT testing of changes in remote services.
• Interact with product and IT teams to implement changes and automation.
• Participate in initiatives to improve the quality of customer experience in remote channels.

This will require:

Professional knowledge and experience

• Experience of working with remote service business processes (operational load, SLA, routing of requests).
• Practical experience of description, modeling and optimization of processes (BPMN, creation of regulations, algorithms).
• Analysis of "as-is" processes, identification of bottlenecks, formation of proposals for optimization.
• Lean/Kaizen approach to optimization. Finding the causes of problems(root cause analysis).
• Collection and formalization of business requirements. Development of technical tasks and functional specifications for IT, scenarios for processing customer requests.
• Assessment of the impact of changes on operational metrics: AHT, ASA, FCR, SLA, CSAT.
• Formation of reporting requirements, work with large data sets.
• Conducting testing of changes in systems (UAT), description of cases and scenarios.

Knowledge of the necessary systems and tools

• Cisco Contact Center (UCCX): knowledge of routing logic, queues, skills, IVR scenarios; performance analysis and reporting
• Siebel CRM: knowledge of contact processing processes, creating/updating records, understanding contact center/virtual office integrations with CRM.
• BI tools (Oracle BI): building analytical dashboards, working with data sources
• B2 (or internal banking system): skills in working with customer data, transactional information, orientation in service and operational functions.

Personal competences

• System thinking and ability to structure complex processes.
• Ability to work with large amounts of data.
• Ability to work with various stakeholders - operational team, IT, risks, quality.
• High level of communication, ability to explain complex processes in simple terms in words.
• The ability to work simultaneously with several tasks in a dynamic environment.

If you are interested in our offer, send your feedback and learn about the details.

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