Lead Business Analyst - Conversation Banking - (BFSI) - India (IK)

Central Business Solutions, Inc; Delhi; On-site; INR 2,200,000 - 3,500,000; Full time

Job summary

Central Business Solutions, Inc. is seeking a Lead Business Analyst for Conversation Banking in India. The role focuses on leading a team of BAs, owning end-to-end requirements for Contact Center workstreams, and acting as the main BA contact within a large transformation programme.

It requires deep BFSI experience and contact center knowledge. The position supports a 1-year+ engagement with immediate joiners preferred and multiple India delivery locations, including Delhi NCR, Mumbai, Pune,

Qualifications

• Lead/guide a team of BAs on Conversation Banking transformation initiatives.
• Own end-to-end requirements gathering, documentation, and validation for Contact Center workstreams.
• Act as primary BA contact within a broader transformation programme/project.
• Collaborate with technology, operations and business stakeholders to translate needs into actionable requirements.

Responsibilities

• Lead and guide a team of BAs across Conversation Banking transformation initiatives
• Own end-to-end requirements gathering, documentation, and validation for Contact Center-related workstreams
• Act as the primary BA point of contact within a broader transformation programme/project structure
• Collaborate with technology, operations, and business stakeholders to translate needs into actionable requirements
• Support planning, prioritization, and delivery tracking across the BA team's outputs

Skills

Lead BA

Transformation BA

Banking domain experience

Contact Center domain understanding

Job description

Lead Business Analyst - Conversation Banking - (BFSI) - India (IK)

Number of Openings: 2
Total Experience Required: 12–14 years of overall relevant experience.
BFSI Experience (Mandatory): Minimum 8–10 years of BFSI (Banking, Financial Services & Insurance) experience, within the most recent years of their career, is mandatory.
Location: Open — candidate can be based at any of our India delivery locations, with a preference for Delhi NCR, Mumbai, Pune, Hyderabad, Bengaluru, or Chennai.
Engagement Duration: 1 year+ (this is expected to be a multi-year engagement).
Notice Period: Immediate joiners strongly preferred. Candidates with a notice period of up to 30 days maximum will be considered — this is a firm requirement with no exceptions.

Key Responsibilities

• Lead and guide a team of Business Analysts across Conversation Banking transformation initiatives
• Own end-to-end requirements gathering, documentation, and validation for Contact Center-related workstreams
• Act as the primary BA point of contact within a broader transformation programme/project structure
• Collaborate with technology, operations, and business stakeholders to translate needs into actionable requirements
• Support planning, prioritization, and delivery tracking across the BA team's outputs

Required / Must-Have Skills

• At least 4–5 years of experience operating as a Lead Business Analyst
• Experience working in a Transformation BA capacity, leading/guiding a team of BAs within a programme/project construct
• Experience working in a large global organization (preferably banking)
• Understanding of the Contact Center domain, OR experience in a banking domain that interfaces with Contact Center

Preferred / Good-to-Have Skills

• Chatbot & Voicebot exposure
• Natural Language Understanding (NLU)
• LLM / GenAI exposure
• RM Chat (WhatsApp) experience
• Genesys Cloud exposure
• Technical Analysis background