Business Analyst (Contact Center Transformation) | Banking Domain

Manager Business Analyst (Contact Center Transformation) | Banking Domain Location: PAN India Experience: 14+ Years (Minimum 45 years as Lead BA / BA Manager) Industry: Banking / Financial Services Joining Preference: Immediate Joiners / Candidates serving up to 60 days' notice Job Summary We are hiring an experienced Manager Business Analyst to lead large-scale Contact Center Transformation initiatives for a leading global Banking & Financial Services organization. This is an excellent opportunity for seasoned Business Analysis professionals who have successfully led transformation programs, managed Business Analyst teams, and delivered customer engagement and contact center modernization initiatives. The role requires close collaboration with business stakeholders, product owners, architects, operations teams, and technology partners to define and implement scalable digital customer service solutions. Key Responsibilities Lead and mentor a team of Business Analysts across enterprise transformation initiatives. Partner with business and technology stakeholders to gather, analyze, and document business requirements. Drive business process transformation and customer experience improvement programs. Develop business cases, process maps, capability assessments, and transformation roadmaps. Translate business requirements into scalable functional solutions aligned with strategic objectives. Support Agile, Waterfall, and Hybrid project delivery methodologies. Collaborate with cross-functional teams to ensure successful program execution and business readiness. Required Skills Business Analysis 14+ years of overall Business Analysis experience. Minimum 4 - 5 years of experience leading Business Analysis teams. Strong expertise in stakeholder management, requirement elicitation, process analysis, and solution design. Experience working in Agile, Waterfall, and Hybrid delivery environments. Banking Domain Strong experience within Banking or Financial Services organizations. Good understanding of Banking Operations, Customer Servicing, and Contact Center ecosystems. Experience working with business users, operations teams, and technology stakeholders. Contact Center Transformation Hands-on experience in one or more of the following: Contact Center Transformation Customer Journey Mapping Omnichannel Customer Service IVR Platforms Contact Center Operations Customer Experience (CX) Optimization Digital Service Channels Good to Have Conversational AI & Digital Channels Chatbot implementation Voicebot implementation Conversational AI platforms Natural Language Understanding (NLU) Customer Self-Service Automation Generative AI Exposure to Generative AI (GenAI) Large Language Models (LLMs) Retrieval-Augmented Generation (RAG) Prompt Engineering AI-powered Customer Support Solutions Preferred Candidate Profile Proven experience leading enterprise transformation programs. Strong analytical and problem-solving skills. Excellent communication, presentation, and stakeholder management abilities. Experience managing multiple workstreams and mentoring Business Analysis teams. Ability to work effectively with global stakeholders in a fast-paced environment. Interested Candidates Please share your updated resume along with the following details: Current CTC Expected CTC Notice Period Current Location Total Experience Relevant Business Analysis Experience Experience as Lead BA / BA Manager Experience in Contact Center Transformation Banking / Financial Services Experience Exposure to Chatbots, Voicebots, GenAI, LLMs, or RAG (if applicable) .