Retail Banking Process Analyst Contract | Drive Change & CX

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

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,