Job Description

$800 to $1000 per day. Long term contract - hybrid Sydney

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About the Role

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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.

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Key Responsibilities

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Document current and future state business processes.
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Facilitate workshops to gather and define business requirements.
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Define business rules, workflows, decision points and escalation paths.
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Design processes covering intake, triage, case management, investigation and resolution.
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Translate business requirements into transparent specifications for technology delivery teams.
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Define reporting, audit and compliance requirements.
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Support solution design, testing and implementation activities.
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Work closely with operational, risk,



compliance and technology stakeholders.
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What We're Looking For

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Proven experience as a Business Analyst on process improvement, transformation or regulatory projects.
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Solid process mapping and requirements gathering skills.
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Experience designing workflows, operational processes or case management solutions.
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Ability to work with both business and technology stakeholders.
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Solid communication and stakeholder management skills.
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Highly Regarded

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Experience with complaints handling, dispute resolution, customer remediation, fraud, investigations or case management.
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Experience in telecommunications, banking, insurance, financial services or other regulated industries.
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Exposure to regulatory, risk or compliance-driven programs.
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Experience with PEGA or similar workflow/case management platforms.
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J-18808-Ljbffr

📌 Business Analyst North Shore (Australia)
🏢 Talenza
📍 Australia