$800 to $**** per day.
Long term contract - hybrid Sydney About the Role We are looking for an experienced Business Analyst to help design and implement end-to-end processes for managing customer complaints and scam-related cases.
Working as part of a major regulatory transformation program, you will partner with business, risk, compliance and technology teams to define how cases are captured, assessed, assigned, investigated, escalated and resolved.
Key Responsibilities Document current and future state business processes.
Facilitate workshops to gather and define business requirements.
Define business rules, workflows, decision points and escalation paths.
Design processes covering intake, triage, case management, investigation and resolution.
Translate business requirements into transparent specifications for technology delivery teams.
Define reporting, audit and compliance requirements.
Support solution design, testing and implementation activities.
Work closely with operational, risk,



compliance and technology stakeholders.
What We're Looking For Proven experience as a Business Analyst on process improvement, transformation or regulatory projects.
Strong process mapping and requirements gathering skills.
Experience designing workflows, operational processes or case management solutions.
Ability to work with both business and technology stakeholders.
Strong communication and stakeholder management skills.
Highly Regarded Experience with complaints handling, dispute resolution, customer remediation, fraud, investigations or case management.
Experience in telecommunications, banking, insurance, financial services or other regulated industries.
Exposure to regulatory, risk or compliance-driven programs.
Experience with PEGA or similar workflow/case management platforms.

📌 Business Analyst (New South Wales)
🏢 Talenza
📍 New South Wales