Arbuthnot Latham has been associated with banking since 1833. We combine private and commercial banking, wealth planning and investment management. We believe in traditional relationship and service-led banking powered by modern technology.
Job purpose
The Business Analyst (BA), Service Strategy and Optimisation will play a critical role in defining and enabling exceptional client service and operational excellence through business process and technology change.
The BA will identify, define, and enable change within our Banking Systems, processes, and Platforms. By collecting, analysing, and interpreting data from various sources, the BA will support the Digital Transformation Roadmap and project portfolio.
To succeed, the BA will need to build a deep understanding of Arbuthnot Latham’s operating model (People, Process, and Technology). They will work on agreed initiatives, document client-focused business requirements and capture changes to our client journey and experience.
The BA will be at the forefront of driving positive change, ensuring our Platform evolves to meet the needs of our clients and colleagues.
Where applicable, you will place the interests of customers at the centre of all activities, act in a way that is consistent with achieving good outcomes for consumers; and to comply with the FCA and PRA's Conduct Rules.
Job Description
Key Responsibilities:
The Business Analyst (BA), Service Strategy and Optimisation will work closely with colleagues across the business to understand the needs of each team and client persona in relation to specific business problems or potential changes/transformation. Specific responsibilities are:
- Crafting the Client Service Strategy: Aid the Head of SSO in creating and delivering a comprehensive Client Service Excellence Strategy. This strategy will drive a focused approach to end-to-end client service across key journeys for private, commercial, and wealth management clients, ensuring a seamless and operationally effective experience. This includes cross-functional processes.
- Client Journey Mapping: As we deliver enhancements to our client journeys, be responsible for maintaining and updating our existing client journey maps and service blueprints.
- Gathering, Identifying, and Documenting Business Requirements: This involves facilitating both virtual and face-to-face interviews, focus groups, and workshops with a range of business stakeholders. Other techniques, such as document analysis, can also be utilised.
- Providing Options and Impact Assessments: Evaluate a range of potential operating model design solutions and decisions (including change requests), fully documenting the benefits, limitations, and associated risks. Additionally, identify the processes, business areas, key stakeholders, and technology required to implement recommendations.
- Documentation and Analysis of Existing Business and Operational Processes: Identify gaps and improvements in client journeys and define an improved future state. BA contributions will contribute to the production of the ‘as-is’ and ‘to-be’/target operating model for the Banking Systems.
- Data Analysis and Visualization: Utilise relevant Management Information (MI), data analysis, and visualisation skills to empower key forums and decision-makers, enabling them to make informed choices.
- Input into the Development of the Bank’s Change Capability: Actively contribute to the Change Management Community practice area, aiding in the development of Arbuthnot Latham’s internal Business Analysis capabilities.
- Continuous Learning and Best Practices: Ensure that knowledge remains up-to-date and reflective of both internal and industry best practices. Stay informed about Change Management and Business Analysis methodologies, techniques, Banking Systems subject matter, supplier roadmaps, and banking system technology solutions.
- Collaboration: Work closely with internal teams and external partners, acting as a ‘translator’ to bridge business needs and technology capabilities.
Risk:
- Responsible for managing risks inherent to the role by diligently observing internal policies and procedures.
Key Interfaces:
- Programme/Project/Product Owners
- Business Analysts
- Programme Managers/Programme Leads
- Heads of Business Areas / Directors
- Business and Operational SMEs
- Client Insights Managers, Marketing
- Senior representatives of Private & Commercial Banking and Wealth Management
- Heads of Platform
- Business Architect/Technology Architect
- Project Managers and SMEs