Process Analyst/Business Analyst | Retail banking | Contract
Birmingham, United Kingdom | Posted on 28/08/2026
Contract role: Process Analyst/Business Analyst (retail banking)
Contract location: Birmingham or London, onsite Monday to Friday, 08:30 – 18:30hrs
Contract Duration: 6 months initially, with the possibility of a permanent role after the initial contract
This is an exciting opportunity to joinDeloitte Operations for an engagement with one of our premiere retail banking clients
Overview
Deloitte are looking for an experienced Process Analyst or Business Analyst that has a passion for customer service tojoin our clients growing customer support team. If you have worked in a contactcentre environment and have strong understanding of operational processes withgood presentation and communication skills, we want to hear from you.
Our client division also provides criticaloperations and user experience design to ensure business flows smoothly whencustomers come to them. From day one, the customer service leaders will play avital role in upholding the three customer support principles of customerfocus, process innovation and risk management.
Responsibilities
This role will focus on working within theProcedures and Communications team focusing across the core operationalprocesses.
This rolewill focus on developing and improving operational processes and procedures, aswell as supporting the implementation of change initiatives across the customersupport function through knowledge management channels.
- Developing, updating and implementingclear procedures for the contact centre to enhance efficiency, quality, andcustomer experience
- Manage and create content acrossknowledge management platforms, ensuring agents have reliable, up-to-dateinformation and talking points
- Collaborating with cross-functionalteams to ensure smooth execution, adoption, and training on new or updatedprocesses
- Identify process gaps or inefficiencies and recommend improvements toenhance operational effectiveness and customer experience
- Translate processes into clear documentation, maintaining versioncontrol and ensuring changes are communicated effectively
- Support change initiatives andtraining, helping ensure teams understand and implement new processesconfidently
- Communicating findings,recommendations, and updates effectively to stakeholders at all levels
- Conduct periodic audits to ensureprocedures remain compliant with internal standards and policies
RequiredExperience
- Strong analytical, problem-solving,and communication skills
- Ability to work collaboratively anddrive positive change within a dynamic environment.
- Ability to translate process mapsinto written, instructional process documents.
- Excellent interpersonal,organisational and communication skills
- Experience of managing informationin a fast-moving environment where there is a requirement to identify problemsquickly and implement well considered resolutions.
- Exceptional stakeholdermanagement
- A desire to help others worktowards deadlines and develop their skills.
- Ability to manage and drive aculture of continuous improvement.
- Must be self-directed, detailoriented, positive attitude, driven, able to work independently in ateam-oriented and fast paced environment with a passion to deliver exceptionalservice to customers.
- Is adaptable, high-energy levelsand desire to help others.
- Ability to maintainconfidentiality and handle sensitive information
- Experience with documentmanagement systems and version control practices
Basic Qualifications
- Some previous experience working in a business analyst or processanalyst role (this may suit someone who is looking for their next career move)
- Understanding of Process Re-Engineering
- Proficient in Microsoft Excel, Word, PowerPoint to deliver high-qualitymaterials
Preferred Qualifications
- Experience in a retail banking environment
- Bachelor’sdegree in business, or a related field
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Process Analyst/Business Analyst | Retail banking | Contract in Birmingham employer: Deloitte - Recruitment
Join a leading financial services organisation in Basildon, where we prioritise compliance and regulatory assurance in a supportive hybrid work environment. Our culture fosters professional growth through continuous training and development opportunities, ensuring you can thrive in your role as a Remediation Compliance Specialist. With a commitment to employee well-being and a collaborative atmosphere, we offer a unique chance to make a meaningful impact while enjoying the flexibility of working from home.
