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This is an Exciting opportunity for a Senior Business Analyst to join our high-performing Everyday Banking Operations team, driving strategic business and customer outcomes.Are you driven to deliver excellence in a flexible and supportive environment?Do you want to work with a talented, personable and ambitious team?Do you want the opportunity to deliver transformational change and better outcomes for our community?About your team The Everyday Banking Operations (EBO) completes operational processes for our CBA Everyday Banking customers, including Card & Transaction Disputes, Estate Settlement Services, along with Home Loan activities such as Post settlements & Discharges.We are also the home of Group Customer Relations (GCR), a centre of excellence for complaint resolution, delivering fair and timely outcomes for our customers. We oversee complaint handling for the Group and manage escalated and complex complaints.Through the complaint process, we identify breakpoints in products, services and processes and influence change to deliver a better experience for our customers. We continually improve our complaint management systems, uplift capability and produce insightful reporting to help our people better identify, manage and prevent complaints.We are a passionate and driven team and emphasise open communication. We work at pace and always strive for excellence, but balance this with flexibility and a little bit of fun along the way.We are a part of the Chief Operations Office (COO) which is the engine room of the CBA Group. It is dedicated to running, improving and transforming the processes that deliver products and services to the CBA Groups customersAbout your role As a Senior Business Analyst you will support the project team in looking to transform the complaint handling process for CBA Group customers, to form a better understanding of the complex regulatory requirements, data and processes, to identify and solution uplifts for our business. You will work hand in hand with technical delivery teams, process re-engineers, organisational change managers, internal business, external community and regulatory stakeholders to strengthen the risk and control environment, ensuring fairness in customer outcomes, whilst exceeding our regulatory requirements and community expectations In this role you will:Lead requirements elicitation, including workshops to capture requirements. Constructively challenge stated requirementsEvaluate effectiveness of project management tools, processes and methodologies, and make recommendations for continuous improvementIdentifying, monitoring and implementing controls to mitigate key risks on the project.Identify relevant stakeholders, select appropriate techniques and processes to derive and manage requirementsAssess and document the current state of business functions and processes to identify and recommend improvements, including application of user and customer journeysArticulate requirements and communicate business and customer value to the project delivery / scrum team. Help establish a success criteria. See yourself in our team? Were interested in hearing from people who have:Experience in a business improvement or regulatory focused Business Analysis roleDemonstrated experience in banking or financial services.Strong process mapping, process improvement and documentation skills (experience with Microsoft Viso is desirable)Strong stakeholder management skills and interpersonal skillsStrong written and verbal communication skillsExceptional Microsoft Excel and PowerPoint skillsExperience with agile methodology and agile tools (e.g. JIRA, Confluence, etc.)Experience working/building relationships virtually and proficiency with virtual tools (e.g., Microsoft Teams, phone calls, etc) is essentialJoin a top-tier workplace that prioritizes your growth, offering career stability and development in a rapidly evolving world.Enjoy flexible work with hybrid working options, while contributing to meaningful, customer-focused innovation and delivery.If you''re already part of the Commonwealth Bank Group (including Bankwest, x15ventures), you''ll need to apply through Sidekick to submit a valid application. Were keen to support you with the next step in your career.We''re aware of some accessibility issues on this site, particularly for screen reader users. We want to make finding your dream job as easy as possible, so if you require additional support please contact HR Direct on 1800 989 696.Advertising End Date: 22/05/2025 #J-18808-Ljbffr