Process Analyst/Business Analyst | Retail banking | Contract

Zohorecruit; Birmingham; On-site; GBP 32,000 - 42,000; Part time

Benefits offered by this job

Onsite work

6-month contract

Potential for permanent role

Job summary

Deloitte Operations is seeking an experienced Process Analyst or Business Analyst to join our retail banking client’s customer support team in Birmingham. This contract role focuses on developing and improving operational processes, creating clear procedures for the contact centre, and supporting change initiatives across the customer support function.

Onsite Monday to Friday, with potential for a permanent role after the initial 6-month contract; a strong focus on stakeholder management,

Qualifications

• Experience as a business or process analyst (or seeking next career move)
• Understanding of Process Re-Engineering
• Proficient in Excel, Word, PowerPoint to deliver high-quality materials

Responsibilities

• Develop, update and implement clear procedures for the contact centre to improve efficiency and customer experience
• Manage knowledge management content and ensure up-to-date talking points
• Collaborate with cross-functional teams to ensure adoption and training on new processes
• Identify process gaps and recommend improvements for operational effectiveness
• Translate processes into clear documentation with version control
• Support change initiatives and training to ensure confident implementation
• Communicate findings and updates to stakeholders at all levels
• Conduct periodic audits to ensure compliance with internal standards

Skills

Analytical thinking

Problem solving

Stakeholder management

Process documentation

Change management

Collaboration

Confidentiality

Attention to detail

Self-motivation

Education

Bachelor’s degree in business

Tools

Microsoft Excel

Microsoft Word

Microsoft PowerPoint

Job description

Process Analyst/Business Analyst | Retail banking | Contract

Birmingham, United Kingdom | Posted on 28/08/2026

Contract role: Process Analyst/Business Analyst (retail banking)

Contract location: Birmingham or London, onsite Monday to Friday, 08:30 – 18:30hrs

Contract Duration: 6 months initially, with the possibility of a permanent role after the initial contract

This is an exciting opportunity to joinDeloitte Operations for an engagement with one of our premiere retail banking clients

Overview

Deloitte are looking for an experienced Process Analyst or Business Analyst that has a passion for customer service tojoin our clients growing customer support team. If you have worked in a contactcentre environment and have strong understanding of operational processes withgood presentation and communication skills, we want to hear from you.

Our client division also provides criticaloperations and user experience design to ensure business flows smoothly whencustomers come to them. From day one, the customer service leaders will play avital role in upholding the three customer support principles of customerfocus, process innovation and risk management.

Responsibilities

This role will focus on working within theProcedures and Communications team focusing across the core operationalprocesses.

This rolewill focus on developing and improving operational processes and procedures, aswell as supporting the implementation of change initiatives across the customersupport function through knowledge management channels.

• Developing, updating and implementingclear procedures for the contact centre to enhance efficiency, quality, andcustomer experience
  
• Manage and create content acrossknowledge management platforms, ensuring agents have reliable, up-to-dateinformation and talking points
  
• Collaborating with cross-functionalteams to ensure smooth execution, adoption, and training on new or updatedprocesses
  
• Identify process gaps or inefficiencies and recommend improvements toenhance operational effectiveness and customer experience
  
• Translate processes into clear documentation, maintaining versioncontrol and ensuring changes are communicated effectively
  
• Support change initiatives andtraining, helping ensure teams understand and implement new processesconfidently
  
• Communicating findings,recommendations, and updates effectively to stakeholders at all levels
  
• Conduct periodic audits to ensureprocedures remain compliant with internal standards and policies
  

RequiredExperience

• Strong analytical, problem-solving,and communication skills
  
• Ability to work collaboratively anddrive positive change within a dynamic environment.
  
• Ability to translate process mapsinto written, instructional process documents.
  
• Excellent interpersonal,organisational and communication skills
  
• Experience of managing informationin a fast-moving environment where there is a requirement to identify problemsquickly and implement well considered resolutions.
  
• Exceptional stakeholdermanagement
  
• A desire to help others worktowards deadlines and develop their skills.
  
• Ability to manage and drive aculture of continuous improvement.
  
• Must be self-directed, detailoriented, positive attitude, driven, able to work independently in ateam-oriented and fast paced environment with a passion to deliver exceptionalservice to customers.
  
• Is adaptable, high-energy levelsand desire to help others.
  
• Ability to maintainconfidentiality and handle sensitive information
  
• Experience with documentmanagement systems and version control practices
  

Basic Qualifications

• Some previous experience working in a business analyst or processanalyst role (this may suit someone who is looking for their next career move)
  
• Understanding of Process Re-Engineering
  
• Proficient in Microsoft Excel, Word, PowerPoint to deliver high-qualitymaterials
  

Preferred Qualifications

• Experience in a retail banking environment
• Bachelor’sdegree in business, or a related field