Business Analyst

About UOB

United Overseas Bank Limited (UOB) is a leading bank in Asia with a global network of more than 500 branches and offices in 19 countries and territories in Asia Pacific, Europe and North America. In Asia, we operate through our head office in Singapore and banking subsidiaries in China, Indonesia, Malaysia and Thailand, as well as branches and offices. Our history spans more than 80 years. Over this time, we have been guided by our values – Honorable, Enterprising, United and Committed. This means we always strive to do what is right, build for the future, work as one team and pursue long-term success. It is how we work, consistently, be it towards the company, our colleagues or our customers.

About The Department

UOB Centre of Excellence (M) Sdn. Bhd. (UCoE) is a UOB-wholly owned subsidiary and a centre of excellence situated in Malaysia, providing a broad range of services to support the UOB Group. We are a regional shared service centre that supports UOB Group, providing multi-channel customer service, banking operations and processing services for UOB Singapore customers.

UOB's purpose is 'Building the future of ASEAN'. UCoE is expanding in line with the bank's purpose to be the leading Contact Centre, recognised for World Class Quality Service and Outstanding Talents.

Job Objectives

The Business Analyst will collaborate with various departments and stakeholders to gather, document, and analyze business requirements, processes, and workflows. They will translate these requirements into functional specifications and work closely with business stakeholders to ensure successful project delivery. The Business Analyst will also be involved in identifying areas for process improvement and recommending solutions to enhance operational efficiency and effectiveness.

Key Responsibilities

• Proactively solves problems and provides timely resolution to ensure minimal impact to customer and employee satisfaction.
• Help design, document and maintain system processes.
• Constantly be on the lookout for ways to improve monitoring, discover issues and deliver better value to the customer
• Identifies the most appropriate course of action for problem resolution and effectively communicates plan to those impacted.
• Create and maintain Management reports including end-of-month, quarterly, and annual reports used by various departments.
• To extract, create, and maintain strategic scorecards from database mining.
• Develop reports targeting efficiency and effectiveness of process / capacity planning.
• Analyse, Review and recommend improvement based on analysis.

Requirements:

• Bachelor's degree in Business Administration, Business Analysis, Information Technology, or a related field.
• 3 to 5 years’ experience as a Business Analyst for Contact Centre or in a related role.
• Strong analytical, problem-solving, and critical-thinking skills.
• Excellent communication and interpersonal abilities.
• Demonstrates expertise in Data analysis and Continuous Improvement Methodologies, such as Lean/Six Sigma, with knowledge and usage of statistical applications.
• Excellent oral and written communication skills with stakeholder management skill.
• Strategic vision and strong analytical skills

Location

The Intermark, Jalan Tun Razak

(Walking distance from Ampang Park LRT/ MRT station)

Be a part of UOB Family

UOB is an equal opportunity employer. UOB does not discriminate on the basis of a candidate's age, race, gender, color, religion, sexual orientation, physical or mental disability, or other non-merit factors. All employment decisions at UOB are based on business needs, job requirements and qualifications. If you require any assistance or accommodations to be made for the recruitment process, please inform us when you submit your online application.

• Apply now and make a difference.