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.
Knowledge/Experience/Skills:
- Comprehensive Understanding of the Financial Services Industry: Wealth Management, Private Banking & Commercial Banking. While not essential, this knowledge is highly desirable.
- Familiarity with Financial Services Regulations: Including GDPR/Data Protection, Vulnerable Clients, and related compliance requirements.
- Experience with Fintech Systems: understanding or experience with Core Banking systems, client-facing banking platforms, investment platforms, and CRM systems. While not essential, this knowledge is highly desirable.
- Proficiency in Business Analysis Techniques: Adept at applying key Business Analysis tools and methodologies. This includes process mapping, requirements gathering/documentation, user story definition, functional specification definition, data modelling techniques, gap analysis, and financial appraisal techniques.
- Data Analysis Competence: Knowledge of data analytics and proficiency in using tools for data analysis and visualisation.
- Change and Transformation Exposure: Significant experience working within a change and transformation environment, with a fundamental understanding of change delivery frameworks and methodologies (Waterfall and Agile).
- Demonstrated Success in Similar BA Roles: Evidence of ability to undertake all core Business Analyst responsibilities.
- Self-Starter and Collaborative Team Player: The ability to work independently while also contributing effectively within a team.
- Strong Problem-Solving Skills: Ability to think on your feet and provide realistic solutions for complex business challenges.
- Attention to Detail and Deadline-Driven Approach: A detail-oriented mindset for tasks and a commitment to meeting deliverable deadlines.
- Capacity to Manage Multiple Projects Under Pressure: Capable of handling multiple projects simultaneously.
- Client Journeys Documentation: Experience in documenting end-to-end client journeys and service blueprints is desirable.
- Communication Skills: Strong verbal and written communication skills are essential for effective collaboration with stakeholders and developers. Capable of leading or contributing to project teams. The ability to articulate business requirements in a way that is easily understood by business stakeholders, IT teams, and external partners is essential.
- User Experience (UX): An awareness of user-centric design principles is crucial for enhancing customer experience. Understanding how users interact with systems and interfaces will inform decision-making.
- Problem-Solving and Critical Thinking: Ability to analyse complex problems, identify solutions, and make informed decisions is vital. A strategic mindset and critical thinking skills are valuable assets.
- Business Case Development: Experience in constructing compelling business cases for proposed changes is beneficial. Demonstrating the value and feasibility of initiatives is a key aspect of the role.
- Proficiency in Microsoft Office: Strong familiarity with Microsoft Office tools, particularly PowerPoint, is necessary for effective communication and documentation.
Qualifications:
- Relevant subject matter experience.
Life, Work and Benefits
Arbuthnot Latham is committed to equal-opportunities for all staff and candidates. We embrace inclusion & diversity and understand why they are critical for the success of our business and people.
- Agile working
- Competitive salary, pension & holiday allowance
- BUPA Health cover
- 4x Life Assurance
- Income Protection scheme
- Discretionary bonus
- Market leading maternity/paternity and menopause policies
- Flexible benefits
Data Privacy and Reasonable adjustments
We take keeping your data security seriously. For more detail on how we may keep your data please refer to our Privacy Notice
https://careers.arbuthnotlatham.co.uk/files/RecruitmentPrivacyNotice.pdf
Reasonable adjustments: Please let us know of any adjustments or arrangements that you may need to help you apply to this role or that will help you during the recruitment process. If you wish to discuss any particular requirements or concerns you have because of a disability or medical condition please contact us at [email protected]. Information you provide about any disability or medical condition will remain confidential unless it is necessary to disclose it to other members of staff or outside agencies to ensure the health and safety of yourself and others, or to implement the adjustments you require. In these circumstances we will first discuss with you how and to whom the information may be disclosed.
