• Oversees all activities related to Business requirement gathering and analysis for all Customer Care Platforms and Technologies from all customer care teams ( collection , outsource partner, Tele-Sales, Service assurance, Service recovery, external customers, ect)
• Lead, plan, organize and manage end to end business analysis project lifecycle from stakeholder management to requirements analysis to requirements delivery.
• Prepare Business Case for projects based on the requirements and their value to the organization
• Reviews all documents for completeness, identifies exceptions and missing or problematic business rules. Ensure business requirement alignment with corporate strategy.
• Understand and incorporate improvements, new business initiatives and new customer care technologies.
• Drive the business requirements Analyze and Conduct feasibility to understand Customer Care operation and assess the viability of implementing the stated business projects
• Conduct Process Modelling, Business process re-engineering (BPR), Devising as-is and to-be business processes, Conduct Gap analysis
• Validate and approved business requirement documents , RFI, RFQ and RFP documents
• Implement best practices and methodology on business requirement gathering.
• Monitor and measure the impact of business requirement implementation.
• Oversee the adoption of RM best practices and methodology.
• Keep management informed on all critical issues, escalate unresolved items and make recommendations for resolution.
• Provide training, coaching, and mentoring to RM teams regarding best practices for processes and tools relate to RM activities
• Provide Executive level reporting for Business Requirement Management
• Ability to manage multiple projects, adapt to changing priorities and demonstrate effective time-management skills to comply with project deadlines
• Provides leadership to the team by setting priorities and providing a strategic and tactical vision for the team.
• Ensures compliance with the prescribed operations and maintenance standards and procedures