About This Role

Summary of the role

A Business Support Analyst is someone who can confidently support our front and back office operational areas by updating and maintaining Frameworks, 4-sight, SMS widget template ownership and other knowledge management tools in line with regulatory requirements and agreed internal standards. The Business Support Analyst will work in partnership with the Team Manager to continuously improve quality and processes. There will be involvement and oversight of project work from planning to implementation following the correct procedures and requirements, working closely with our change and transformation teams delivering key initiatives. This will incorporate PCO and estimate requests, and the tracking of such requests. This role will also be aligned to audit and compliance activity in terms of controlling and centralising all requests, facilitating updates and evidence gathering.

What you'll be doing

• Overall responsibility for content of 4-sight/Frameworks and other knowledge management tools. This includes ensuring that all information is up to date and that regular audits on the information held are carried out
• Responsibility for collating, co-ordinating, tracking and reporting on all change and
  transformation request activity and working with Department Leads from a planning perspective and to engage the correct support network
• Responsibility for collating, co-ordinating, tracking and reporting all audit activity ensuring actions and solutions documented accordingly. Notifiable Event actions will also fall under this remit
• Implement and maintain a local risk register, ensuring appropriate controls in place and documented. Ensure that you understand and adhere to our Code of Conduct policy and, where appropriate, comply with all relevant regulatory policies. This includes completion of any mandatory training requirements
• Analyse business issues using appropriate methodologies and techniques, getting to the root cause of the issue and defining appropriate solutions
• Responsibility to deal with all queries that come into the Business Support Team via various methods and ensuring they are answered in a timely manner with the information requested. Ensure Vulnerable Customer guidelines and Consumer Duty regulation considered in all activities
• Ability to create/provide regular and ad hoc MI on any of the team tasks listed within the Job Description, including costs/FTE impacts (where applicable)
• Robustly challenge the status quo and go beneath any requirements as articulated.
• Identify opportunities for change and write business case reports where necessary, this may include presenting recommended courses of action. Use gathered data to provide input to or write business specifications and / or requirements clearly and unambiguously
• Keep up to date with project and programme delivery across the Operational areas. Act as the lead business representative on a work stream/project when required. Work closely with all other relevant business areas to complete tasks ensuring key stakeholders engaged throughout

What we're looking for

• At least 2 years' service in a similar role
• Good system knowledge, or ability to learn these quickly
• Knowledge of current legislation, i.e. Data Protection Act, Compliance and FCA rules
• General organisational business and financial awareness
• Time Management and Organisation skills
• Inter-personal skills
• Excellent Communication skills - verbal/written
• Can deliver and receive feedback in constructive manner
• Supporting customers internally and externally
• Knowledge of project management lifecycle methodology
• Ability to understand and solve business issues, and understand the impact on the business of proposed solutions
• Ability to present problems and solutions clearly and concisely both in writing and verbally
• Capable of blue sky thinking - imagining different & creative solutions and options
• Ability to use appropriate techniques for evaluating possible options
• Ability to demonstrate excellent listening and comprehension skills to formulate appropriate options
• Ability to demonstrate a robust analytical approach to more complex requirements
• Targeted questioning skills
• Ability to mentor less experienced staff
• Demonstrate a good knowledge and understanding of Vulnerable Customers guidelines and Consumer Duty regulation and how they relate to all aspects of Customer Service

The hiring manager to contact is: Ginanne Lyon Email: ginanne.lyon@diligenta.co.uk

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