ROLE PURPOSE

Reporting to the Customer Operations Director, the Business Analyst will focus on “right first time” delivery supported by appropriate processes, controls and governance. The Business Analyst will actively encourage continuous improvement in the delivery process across change and the business. The Business Analyst will be in charge of requirements elicitation and documentation of specifications in use cases, capturing both Business and technical requirement, managing multiple concurrent projects, covering project planning, reporting and updates on risks, issues, budget and progress etc.

JOB DESCRIPTION

The major deliverables will be to:

• Work with the business and other 3rd parties to gather requirements, create solution proposals and document user stories within the project process.
• Carry out competitor & business analysis to increase industry knowledge and aid recommendation process
• Develop KPI's and measure against team performance to assess progress.
• Define resourcing requirements as part of the annual planning cycle.
• Introduce, monitor and develop Business Analysis procedures and practices for the team
• Identify areas of opportunity within Customer Operations for enhancing overall Customer Operations effectiveness and quality, and to propose initiatives to address these.
• Assist the business in developing Customer Operation strategies to address business opportunities, within the framework provided by Customer Operation as a whole

Qualifications and experience:

The successful candidate must have demonstrable experience and tactical approach to the business requirements.

• A Bachelor’s degree in a relevant field
• French and English bilingual
• Have a solid understanding of how the business and it’s customers operate and how a project can be delivered to ensure there is no impact to the commercial targets of the businesses 
• Experience or skills in Project Management or UX would be beneficial 
• Experience in Project Management is preferential but not essential. 
• Technical understanding of development is preferential 
• Excellent written and verbal skills essential 
• Experience of working in or with Customer Care 
• Strong organizational skill with attention to detail essential 
• Someone who can thrive in an open, challenging and supportive environment 
• Team Player who is driven and determined to succeed
• Someone who is passionate about technology
• An interest in user testing and the product design sprint process
• Hard working and willing to go above and beyond learning new skills
• Love working as part of a team and collaborating with others
• An interest in troubleshooting and problem solving
• Someone who excels in a fast-paced, vibrant work place

• Fast learner, flexible, hardworking and dynamic.
• Excellent leader and communicator.
• Highly developed communication and interpersonal skills, able to interact with both managers and employees at all levels
• Ability to manage multiple projects and deadlines simultaneously while maintaining a strong client service orientation
• Keep abreast of changing Digital trends in order to understand potential innovative solutions to customer needs
• Good analytical and presentation skills
• Successful experience of: managing learning processes, training needs analysis, managing change in the learning environment.
• Highly motivated, self-directed & possess a driven personality capable of working within tight deadlines
• Excellent written & verbal communication skills in French & English

Only applications prepared in both English and French will be considered.

APPLICATION: hr.telcohiring@hotmail.com

CLOSING DATE: 05/03/2016