Business Analyst - BFSI

Pride Global; Kuala Lumpur; On-site; MYR 120,000 - 180,000; Full time

Job summary

Pride Global is seeking a seasoned Business Analyst to bridge business and technology across APAC Consumer Servicing Technology. You will translate complex needs into actionable requirements and deliver improvements to consumer-facing servicing platforms across the region.

The role requires excellent communication, strong analytical capabilities, and the ability to navigate a fast-paced, complex environment with senior stakeholders and cross-functional teams.

Qualifications

• 10+ years of Business Analyst experience in technology or large-scale change initiatives.
• Excellent verbal and written communication with senior stakeholders.
• Proven experience managing senior stakeholders in complex environments.
• Hands-on experience with client-facing or consumer servicing systems (CRM, digital portals, contact centers).
• Strong analytical and problem-solving skills; ability to translate requirements into specs.
• Proficient in BA artefacts: user stories, BRDs, use cases, acceptance criteria.
• Knowledge of Agile and Scrum methodologies.
• Proficient in Jira, Confluence, MS Visio, and MS Office.

Responsibilities

• Elicit, document, analyse, and validate business requirements via workshops and interviews.
• Develop BA artefacts: BRDs, user stories, process maps, use cases, acceptance criteria.
• Assess servicing systems to identify gaps and improvement opportunities.
• Translate requirements into clear specs for development and QA teams.
• Lead requirements workshops and manage UAT with business testers.
• Support sprint planning, backlog refinement, and iteration reviews.
• Maintain traceability and governance across the delivery lifecycle.
• Support change management and post-implementation reviews.

Skills

Stakeholder management

Analytical thinking

Communication

Agile & Scrum

Business analysis

Education

CBAP

PMI-PBA

IIBA

Tools

Jira

Confluence

MS Visio

MS Office

Job description

We are looking for a talented and articulate Business Analyst to join our APAC Consumer Servicing Technology team.

In this role, you will act as a key bridge between business stakeholders and technology delivery teams, translating complex business needs into clear, actionable requirements that drive meaningful improvements to consumer-facing servicing platforms across the Asia Pacific region.

You will work closely with senior stakeholders across business and technology functions, facilitating workshops, defining requirements, supporting solution delivery, and ensuring that delivered solutions align with both business objectives and customer needs.

This is a highly visible role suited to someone with excellent communication skills, strong analytical capabilities, and the ability to operate effectively in a fast-paced and complex environment.

Key Responsibilities

Requirements & Business Analysis

• Elicit, document, analyse, and validate business and functional requirements through workshops, interviews, and process reviews.
• Develop high-quality Business Analysis artefacts, including BRDs, user stories, process flows, use cases, and acceptance criteria.
• Assess existing consumer servicing systems and processes to identify gaps, inefficiencies, and opportunities for improvement.
• Conduct impact assessments for proposed changes and new initiatives across servicing platforms.
• Translate business requirements into clear and actionable specifications for development and QA teams.

Stakeholder Engagement

• Build and maintain strong relationships with senior business stakeholders, Product Owners, and technology leaders across APAC.
• Serve as the primary liaison between business and technology teams throughout the project lifecycle.
• Lead and facilitate requirements workshops, stakeholder reviews, and UAT sessions.
• Communicate complex business and technical concepts clearly and effectively to both technical and non-technical audiences.
• Manage competing priorities and navigate ambiguity while maintaining strong stakeholder relationships and professionalism.

Delivery Support

• Collaborate with Project Managers and delivery teams to support sprint planning, backlog refinement, and iteration reviews.
• Support User Acceptance Testing (UAT), including defining test scenarios, coordinating business testers, and tracking defect resolution.
• Validate that delivered solutions meet agreed acceptance criteria and intended business outcomes.
• Support change management activities, including stakeholder communications, training materials, and go-live readiness.
• Participate in post-implementation reviews and continuous improvement initiatives.

Documentation & Governance

• Maintain accurate and up-to-date project and requirements documentation throughout the delivery lifecycle.
• Ensure full traceability from business requirements through solution design, development, testing, and implementation.
• Support compliance and audit requirements by maintaining clear documentation of business decisions, approvals, and sign-offs.

Requirements

Must Have

• Minimum 10 years of Business Analyst experience, with strong exposure to technology, digital transformation, or large-scale change initiatives.
• Excellent verbal and written communication skills, with the ability to engage and influence stakeholders at all levels, including senior leadership.
• Proven experience managing senior stakeholders and navigating complex organisational environments.
• Hands-on experience with client-facing or consumer servicing systems, such as digital portals, CRM platforms, or contact centre solutions.
• Demonstrated ability to work effectively in fast-paced, complex environments with multiple concurrent initiatives.
• Strong analytical and problem-solving skills, with the ability to structure ambiguous business problems into clear and actionable requirements.
• Strong experience producing BA artefacts, including user stories, process maps, BRDs, use cases, and acceptance criteria.
• Good understanding of Agile and Scrum methodologies.
• Proficiency in tools such as Jira, Confluence, MS Visio, and Microsoft Office.

Preferred

• Experience within the financial services industry, particularly banking or insurance.
• Experience working with consumer-facing platforms such as digital self-service portals, policy/account management systems, or omnichannel servicing solutions.
• Exposure to CRM platforms such as Salesforce or Microsoft Dynamics, or contact centre platforms such as NICE CXone or Genesys.
• Experience working in regulated environments with compliance, data privacy, and audit requirements.
• Knowledge of process improvement, Business Process Management (BPMN), or Lean methodologies.
• Relevant professional certification such as CBAP, PMI-PBA, IIBA, or equivalent.
• Communication Excellence - Communicates ideas clearly and adapts messaging effectively for diverse audiences, including senior leadership.
• Stakeholder Influence - Builds credibility, establishes trust, and manages relationships effectively across all levels of the organisation.
• Analytical Thinking - Breaks down complex problems into structured, actionable insights and requirements.
• Adaptability - Remains composed and effective in fast-paced, ambiguous, and changing environments.
• Attention to Detail - Produces accurate, thorough, and high-quality documentation.
• Collaboration - Works effectively across business, technology, and cross-market teams.
• Customer Focus - Keeps the end-consumer experience at the centre of business and solution decisions.