Channel Analyst - Retail Banking - Online - Reporting - Impact Assessm

ROLE - Channel Analyst

DURATION - 6 months

LOCATION - Edinburgh

PURPOSE OF THE PROGRAMME

Transaction Banking, Global Channels, Online service team provide channel expertise and management for Commercial Bankings online banking services which includes the strategic online channel.

The Channel Analyst will provide expertise in relation to eCommerce, online banking and will undertake research and analysis and be a key contribute to the development and management of the online services.

PURPOSE OF THE ROLE

The job holder will join the small team managing online banking channels. The key accountabilities and deliverables will be to: 

- Analyse channel performance, make recommendations and deliver actions to improve service performance and usage.
- Manage daily process for monitoring online security contributing to malware defensive actions and recommending solutions
- Collation of channel reporting - extraction and analysis of data and compilation of MI, including trend and exception reporting.
- Liaise and make recommendations to stakeholders to improve channel knowledge and help operations teams support the service.
- Be responsible for impact assessments of issues and incidents and changes impacting on channels identifying solutions and ensuring service continuity.
- Manage online servicing platform operations with quick analysis of issues, identification of solutions and management of changes.
- Define and manage service testing, including out of hours support, for small projects and changes impacting on channels.
- Assist in building project plans and budgets and delivering assigned tasks within projects.
- Act as escalation for service issues and complaints, responding within required deadlines.
- Liaise with Operational teams (including Group IT, Commercial Operations, Global Payments) as required to manage services.
- Support service implementations and incidents to resolve issues
- Develop and maintain the development of online service processes relevant to areas of responsibility.
- Monitor compliance with Bank and regulatory policy recommending action where necessary in order to minimise risk
- Support the senior team management in delivery of team's objectives, deputising for manager as appropriate
- Ensure products are managed to comply with relevant policies and governance processes, including external governance where required.
- Assess business requirements against design
- Input to test collateral and test collateral sign off and co-ordinate core channel implementation plan
- Agree implementation of projects into live including sign off to Exit Criteria, completion of UAT and completion of business proving
- Manage sign off and process required for planned and unplanned outages
- Manage service forecasting with monthly review to ensure adequate platform capacity
- Identify innovative service opportunities which meet customer and business requirements
- Input to issue resolution leading up to and after channel migrations

CORE SKILLS

- Recent and proven analysis experience with a proven ability to deliver concise and effective reporting.
- Excellent communication skills.
- Excellent stakeholder management skills.
- Ability to work effectively under pressure, delivering to tight delaines. 
- Experience in working within project structures to deliver outputs to timescales and quality.
- Flexible self starter with the motivation to succeed.
- Working with and preferably managing supplier relationships
- Product specialist knowledge

DESIRABLE SKILLS

- Knowledge and experience of online banking services
- Effective planning and organisation abilities with the ability to manage diverse workload.
- Previous experience in service/product management would be advantageous.
- The ability to effectively prioritise own workload
- Ability to manage multiple streams of work and activity and deliver to commitments

ADDITIONAL INFORMATION

- Occasional weekend/out of hours working to support implementation will be required. Some travel (London) will be required.

Please note that, due to the high level of applications we receive, we are not able to provide individual responses. If you have not heard from us within 2 working days, please assume that you have not been successful on this occasion.

Campion Willcocks is an equal opportunities employer. Services advertised by Campion Willcocks are those of an employment business.