$800 to $1000 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 clear 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.