Business Analyst role with RBL Bank, Grade-Manager for Location-Mumbai

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Company  :-  RBL Bank

Position  :-  Business Analyst

Location:-   Mumbai

Grade:- Manager

 Job Description-:

Job Title	Business Analyst
Department	Client Services
Grade	Manager
Location	Mumbai – Lower Parel Controlling Office/Goregaon NOC
Reporting To	Head –Complaints Management

1. Position Purpose

Business Analyst to support the both Head Client Services and Head – Complaints Management covering any aspect of Client Services.   Primary Purposes: * Manage & execute data collection& analysis * Fact finding, information collation & presentations * Trend Analysis and conclusions * Segregation of conclusions into logical & actionable results Focus Areaswill cover Service Excellence Performance,Business & Productivity Data, Complaints Management, Service Delivery, Service Audits, etc. Will be required to actively engage with other Stakeholders within Client Services to achieve desired results.

• KEY Position Responsibilities

Sr.	Key Responsibilities
1	Managing Data collection, importing, cleaning, transforming, validating and modeling data with the purpose of reviewing, analyzing, understanding or making conclusions from the data for decision making purposes by extracting the essence and recommending conclusions
2	Identify emanating themes, recurring issues and underlying reasons from the above data
3	Presenting data in charts, graphs, tables, designing and developing relational databases
4	Sourcing information, influencing colleagues where necessary; information collation & presentation with conclusions & recommendations
5	Creating effective MS Power Point presentations & White Papers in MS Word
6	Working with various Units to build Tracking Systems, Scorecards for Service, Quality, Efficiency, Productivity, Cost, Customer Service & other metrics
7	Conducting Root Cause Analyses of all Customer Complaints being recorded across various channels and businesses of the Bank with the support of other Service colleagues
8	Identifying mass impact items and analysing root causes
9	Segregating Root Causes into various buckets for relevant Service Improvement Teams
10	Be the owner of the Service Incident & Failure Incident Reports, checking them for quality and ensuring appropriate actions are allocated
11	Support the creation of relevant presentations on the Data analysed, albeit for internal use or Governance Bodies

• Qualifications and Experience Requirement

Qualifications
Essential	Post Graduate
Preferred	MBA
Experience
Essential	Minimum 5 years with atleast 4 years in Banking/Financial Services
Preferred	Business analysis experience Experience in Customer Services Excellent communication, negotiation and influencing skills

• Competency Requirements
• Technical Skills

Skill	Attribute
Business Analysis	Research to understand data points required to produce a certain result or data analysisRequirement gathering to produce structured, functional specificationsWorking on complex data elementsProven record of working through the full project life cycleProven experience working in a project environment with different methodologies and approachesExperience of working in a banking change environmentStrong analytical skillsAbility to cut through the organisation and seek appropriate informationStrong stakeholder management  Excellent communication skills
Service Excellence	Treating Customer RightTaking end-to-end Ownership of Customer IssuesCutting across the Bank to obtain results for Customer ServicingAlways handling Customers with a positive attitudeValuing the value chain within the organisationStaying ahead of Customer Needs/Queries
Market & Other Research	Ability to assess pertinent dataCreativity & open minded approachAbility to formulate a research issueCapacity for analysis and grasp of sophisticated data vectorsAbility to work in an interdisciplinary environmentAbility to incorporate existing knowledgeDemonstrates creativity and documented immersion in social media.Proficient in content development and application
EUC Skills	Expertise in MS Excel, Word &Powerpoint Creating meaningful, smart & effective Powerpoint decks

• Behavioural Skills

Competencies	Attribute
Professionalism	To conduct your duties with good judgment and in good faith
Respect	To be sensitive and responsible for what we say and do
Excellence	To act in a manner that earns the trust and admiration of others
Entrepreneurial	To be enterprising and take ownership of our actions
Teamwork	Working collaboratively to achieve the common goals and be successful together
Client Oriented/Engaging	Ability to understand Customer Needs & Issues and keep them engaged while delivering the necessary
Result Oriented	Unwavering focus on achieving results
Influence	Ability to influence stakeholders  in a smooth, non-abrasive manner
Orientation to Excellence	Strives for Excellence in whatever we do
Attention to Detail	Being meticulous and checking the nitty gritty
Communications	The ability to convey information to others effectively and efficiently
Perseverance	persistence in doing something despite difficulty or delay in achieving success
Time Management	Managing time effectively – allocating the right time to the right activity
Presentation	Effective presentation skills
Negotiation	Negotiation skills resulting in creation of win-win situations
Stakeholder Management	Regular & appropriate engagement with all stakeholders, ensuring they are informed and aligned when required
Relationship Management	Understands that relationship management is a set of beliefs, data and processes that seek to better understand the needs of others and to produce value for them and the organization

• Functional Inter-linkages

Internal & External

All departments of the Bank, particularly Other Services teams Business Units, Branch Network & Other ChannelsOperationsITHR

For Management 2000 Placements & Recruitments Pvt., Ltd.,

Seema Kakra

Business Consulting Partner

Contact:+91 7878551502

Seema.k@careerzodiac.com

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