Cantonese and Mandarin speaking Business Analyst - London - iw

The Skills You'll Need:

• Fluent in Cantonese and Mandarin
• Experience in business analysis
• Familiar with digital banking tools

Your New Salary: up to £45k, depending on experience

Working Arrangement: Hybrid, 1 day WFH, 4 days in office

Contract: 12 months Fixed Term Contract

Start: ASAP

Position Summary:

We are seeking a versatile Business Analyst with Operational Support responsibilities to contribute both strategic project initiatives and daily business operations. This dual role position requires a candidate who can evaluate and improve business processes while also ensuring smooth day-to-day support for internal teams and external stakeholders.

Business Analysis and Projects

• Gather, analyze, and document business requirements
• Review and improve workflows to enhance efficiency and customer experience
• Assist in project coordination and implementation
• Prepare user guide, process documentation, and training materials
• Develop test cases and perform UAT for system/process changes
• Collaborate with team to implement improvements

Operational Support

• Handle hotline calls and respond to internal/external inquiries
• Provide daily operational and administrative support
• Ensure adherence to internal policies and procedures

Process

• Maintain a clean and organized workspace in adherence to the Clear Desk Policy to ensure confidentiality and compliance
• Exercise due diligence and care in handling all transactions to minimize risk and ensure accuracy
• Follow established operational procedures, internal controls, and compliance requirements consistently
• Identify opportunities for process improvement and contribute to workflow efficiency

People

• Ask for help and support where necessary
• Maintain good teamwork and work relationship with colleagues and other departments

Customer

• Demonstrate a comprehensive understanding of the bank’s products and services before engaging in any customer‑facing sales or advisory activities
• Deliver prompt and effective resolution to customer queries, concerns, and complaints, ensuring a positive experience
• Provide accurate and relevant product information and support customers’ needs
• Build and maintain customer trust by offering reliable, compliant, and transparent service at all touchpoints

Compliance & Risk Management

• Comply with all applicable regulations, rules, codes, guidelines and standards set by regulators and the Bank; carry out duties with high integrity
• Adhere to all established risk control guidelines, procedures and measures to identify, assess, report, mitigate and monitor the risks involved in the day‑to‑day work

Business Analyst – The Skills You'll Need to Succeed

• Experience in retail banking and/or business analysis (customer service, online banking, card industry experience is a plus)
• Familiarity with digital banking tools (e.g. Mobile apps, digital wallets)
• Strong understanding of core banking processes (e.g. payment, compliance)
• Analytical mindset with problem‑solving skills
• Hands‑on experience translating complex business requirements into Epics, User Stories and clear acceptance criteria
• Familiarity with JIRA is preferred
• Comfortable working with data analysis, proficient in Excel, knowledge of basic SQL or PowerBI is an advantage
• Excellent communication skills, both verbal and written, for engaging with customers and collaborating with stakeholders
• Fluent in English, Cantonese and Mandarin

Please note that we can only consider candidates who are eligible to work in the UK and are able to provide relevant supporting documentation. People First is committed to increasing diversity, and maintaining an inclusive workplace culture. We welcome applications from all qualified candidates regardless of their ethnicity, race, gender, religious beliefs, sexual orientation, age, marital status or whether or not they have a disability.