CAPA - BUSINESS ANALYST

We are looking for a Senior Business Analyst to join our team, where you'll play a crucial role in supporting our business operations. Your responsibilities will include professionally handling calls, addressing queries and concerns, and efficiently managing disputed transactions. You will also contribute to maintaining high service standards, fostering strong relationships with colleagues and clients, and driving continuous improvement within the team.

Key Responsibilities:

• Provide exceptional customer service by addressing questions, concerns, and requests regarding accounts, products, and services in a timely and professional manner.
• Collaborate with teams across the bank to align, promote, and integrate customer care initiatives.
• Manage and maintain accurate customer records and documentation.
• Participate in training and development initiatives to enhance customer service skills and knowledge.
• Identify industry trends and developments to implement best practices in customer care.
• Handle escalation requests to the relevant team or senior management promptly.
• Execute customer service activities through various communication channels, including chat, email, and phone.

Requirements:

• Confidence in managing challenging conversations effectively.
• A solid understanding of payment processes.
• Meet the needs of stakeholders and customers through specialist advice and support.
• Perform prescribed activities in a timely manner and to a high standard, impacting both the role and surrounding roles.
• Likely to have responsibility for specific processes within a team.
• May lead and supervise a team, guiding and supporting professional development, allocating work requirements, and coordinating team resources.
• Demonstrate leadership behaviours to create an environment for colleagues to thrive and deliver consistently excellent results.
• For individual contributors, manage own workload, implement systems and processes within own work area, and participate in broader projects.
• Execute work requirements as identified in processes and procedures, collaborating with and impacting closely related teams.
• Check the work of colleagues within the team to meet internal and stakeholder requirements.
• Provide specialist advice and support pertaining to own work area.
• Take ownership of managing risk and strengthening controls in relation to the work you own or contribute to.
• Deliver work and areas of responsibility in line with relevant rules, regulations, and codes of conduct.
• Maintain and continually build an understanding of how all teams in the area contribute to the broader sub-function's objectives.
• Develop awareness of the underlying principles and concepts on which the work within the area of responsibility is based.
• Make judgements based on practice and previous experience.
• Assess the validity and applicability of previous or similar experiences and evaluate options under circumstances not covered by procedures.

About Capgemini:

Capgemini is a global leader in partnering with companies to transform and manage their business by harnessing the power of technology. The Group is guided every day by its purpose of unleashing human energy through technology for an inclusive and sustainable future. It is a responsible and diverse organization of over 360,000 team members in more than 50 countries. With its strong 55-year heritage and deep industry expertise, Capgemini is trusted by its clients to address the entire breadth of their business needs, from strategy and design to operations, fueled by the fast-evolving and innovative world of cloud, data, AI, connectivity, software, digital engineering, and platforms.

What We'll Offer You:

Professional development. Accelerated career progression. An environment that encourages entrepreneurial spirit. It’s all on offer at Capgemini. And although collaboration is at the core of the way we work, we also recognise everyone’s needs with a flexible benefits package you can tailor to suit you.

Why We're Different:

At Capgemini, we help organizations across the world become more agile, more considerate, and more successful. Smart, tailored, often-groundbreaking technical solutions to complex problems are the norm. But so, too, is a culture that’s as collaborative as it is forward-thinking. Working closely with each other, and with our clients, we get under the skin of businesses and to the heart of their goals.

Inclusion:

Capgemini positively encourages applications from suitably qualified and eligible candidates regardless of sex, race, disability, age, sexual orientation, gender reassignment, religion or belief, marital status, or pregnancy and maternity. We are committed to hiring, developing, and retaining the best people to deliver innovative, world-class solutions for our clients. We foster an inclusive culture that enables everyone to achieve their full potential and enjoy a fulfilling career with us. Our comprehensive flexible benefits package and lifestyle policies enable our employees to balance their family and work-life needs.