Description

Job Description

About ENBD

Emirates NBD is a market leader across the MENAT (Middle East, North Africa and Türkiye) region with a presence in 13 countries, serving over 9 million customers. Emirates NBD is the leading financial services brand in the UAE with a Brand value of approximately USD 4 billion. We serve our customers and help them realise their financial objectives through a range of banking products and services including retail banking, corporate & institutional banking, Islamic banking, investment banking, private banking, asset management, global markets and treasury, and brokerage operations. We are a key participant in the global digital banking industry, with 97% of all financial transactions and requests conducted outside of our branches. We also operate Liv, the lifestyle digital bank by Emirates NBD. With over half a million users, it continues to be the fastest-growing digital bank in the region.

For UAEN Hiring Only:

"In line with the UAE Government's strategy in empowering and developing nationals, Emirates NBD is committed to welcoming the young generation into an innovative, modern and supportive work environment to contribute to the nation's success. We are looking to find the best UAEN talent to join our ENBD family"

Job Overview:

As a Business Analyst at Emirates NBD, your role is to drive seamless integration and optimization of our digital banking channels. This role is critical in shaping how millions of customers interact with Emirates NBD across WhatsApp Banking, IVR systems, mobile applications, web platforms, and sales management systems. You will be instrumental in leveraging cutting-edge technologies including GenAI to enhance customer experiences and operational efficiency.

Key Responsibilities:

WhatsApp Operations Analysis

• Business analysis for WhatsApp banking operations spanning IVR systems, WAPX (WhatsApp Banking), Mobile platforms, in-app features, sales leads management systems, and website analytics.
• Analyze customer feedback, surveys, and complaints to extract meaningful insights across WhatsApp banking touchpoints
• Identify emerging trends, common issues, and customer sentiment to drive service enhancements and customer-centric decision-making

Process Improvement:

• Monitoring and evaluating service interactions on WhatsApp Banking and InApp chats to identify customer pain paints.

Data Analysis and Reporting:

• Gather, analyze, and interpret data related to customer service operations
• Generate regular reports and dashboards to provide insights to management and stakeholders, highlighting areas of success, improvement opportunities, and performance trends
• Identify customer segments and run awareness campaigns across channels on the existing and newly introduced services by the bank

Stakeholder Management:

• Collaborate with the GPO, Product Owners, and business stakeholders to gather, analyze, and document detailed business requirements for initiatives across WhatsApp platforms (IVR, WhatsApp (WAPX), mobile app, web portal, and lead management systems).
• Collaborating with internal stakeholders, such as product managers, IT teams, GCE and operations teams, to align service initiatives with business goals and ensure a seamless customer experience across channels.

Skills and Experience:

• Bachelor's degree in business administration, Information Technology, Computer Science, Finance, or related field
• 5-8 years of progressive business analysis experience in banking or financial services
• Proven track record in WhatsApp banking projects with demonstrable impact on customer experience metrics
• Experience with core banking systems integration and digital transformation initiatives
• Hands-on experience with agile methodologies in banking environments
• Background in analyzing contact center operations and customer service workflows
• Demonstrated experience in data analysis, performance measurement, and reporting is crucial.
• Experience with digital channels, customer relationship management (CRM) systems, automation tools, and emerging technologies such as artificial intelligence (AI) and chatbots is highly recommended.

There's never been a better time to join Emirates NBD.

We're one of the region's most recognisable brands. We're banking innovation leaders. We're growing across both the UAE and our global offices. We offer a huge range of professional development opportunities to accelerate your career. It also goes without saying that we provide extremely competitive rewards, benefits and perks too, like our flexible work policy so you can work from home whenever it suits.

At ENBD, we encourage interested candidates to review the key responsibilities and qualifications for each role and apply for positions that match their skills and capabilities.

#LI-LA1