Senior Business Analyst

Get To Know The GXBank Team

GX Bank Berhad - the Grab-led Digital Bank - is the FIRST digital bank in Malaysia, approved by BNM to commence operations. We aim to leverage technology and innovation to serve the financial needs of the unserved and underserved individuals, and micro and small medium enterprises. We are driven by our shared purpose and passion to bring positive transformation to the banking industry, starting with solutions that address the financial struggles of Malaysians and businesses.

Get To Know The Role

• Collaborate with Product and Business Teams, as well as other key stakeholders, to establish and prioritize business requirements, and acceptance criteria testing within digital Operations (digiOps). Ensure the delivery of a consistently positive and frictionless customer experience while concurrently optimizing the operational efficiency of the digiOps Team.
• Work closely with Product, Engineering, and other teams to ensure the digiOps roadmap aligns with the broader bank-wide product strategy. Develop and maintain a prioritized backlog of digiOps processes and functionalities to effectively support the creation of seamless customer journeys within our Retail and MSME business segments.
• Leverage innovative technology to maximize digitalization and scalability for our Customer and Business Operations Portal to achieve customer journey automation targets, reduce unit processing time, and minimize manual involvement. Prioritize and develop features that empower customer self-service and enable automated processes, driving operational efficiencies while maintaining a customer-centric approach.
• Leverage advanced data analytics with our Data Science Team to investigate operational challenges and opportunities, extract actionable insights, and pinpoint areas for enhancing efficiency and mitigating risks. Establish a continuous feedback mechanism and translate findings into informed process improvement strategies.
• Build and maintain a system of regular cadences and rituals in the digiOps team to ensure engagement and alignment of key stakeholders, their readiness for adoption of new processes and features
  
  

The Must Haves

• Passionate about solving problems – possesses a relentless need for investigation and data exploration. Use your problem-solving skills to foresee obstacles and make strategic decisions
• 5 - 10 years of experience in Customer or Business Support across multiple domains of operations, journey mapping and process optimization
• Demonstrable success in process optimization, AI and automation with clear metrics and impact; ideally in a bank, fintech or startup environment
• Proven experience of processes digitalization, hands-on experience in operations system development or deployment in capacity of business owner, product owner, business architect or similar roles
• Healthy blend of strategic thinking capabilities with an innate "dream big, start small" mindset and an eagle eye for detail
• An owner’s mindset - you don’t shy away from the hard stuff
• Strong foundation in design thinking and human centric methodologies
• A thorough understanding of the latest process enhancement strategies and experience applying them
• A sharp eye for identifying weak points in processes and organizational structures.
• An analytical mindset as you will have to critically evaluate individual processes and iterations, then synthesize their insights
• An excellent communicator with top-notch presentation skills as you will often hold presentations, lead brainstorming sessions and trainings, and create reports
• Must be organized and committed to meeting deadlines as you will spearhead both the planning and implementation
• Comfort in dealing with ambiguity and operating in a fast-changing, unstructured environment