Senior Business Analyst: Credit Process & Operations (Banking)

In brief

**Overview** This permanent, full-time Senior Business Analyst role is with a Banking Client, recruited through Talent Candey, and is based in Somerset West. The position operates within the Credit division, specifically in the first line of defence: Credit / Product & Operations, and reports to the Product Manager. This is an individual contributor role with functional authority and no direct reports. The primary purpose of the role is to build the processes and operational capability required to run a credit business, translating credit product strategy into clear, executable end-to-end operations. The successful candidate will act as a process expert, designing both ideal customer journeys and scenarios for when things go wrong, encompassing roles, responsibilities, hand-offs, operational queues, service-level agreements (SLAs), exceptions, controls, and escalation paths. **What you will do** * **End-to-End Process Design**: Translate credit strategy and product intent into executable future-state processes. Design processes across the full credit lifecycle (acquisition, onboarding, origination, fulfilment, servicing, account management, treatment, and collections) and relevant channels, ensuring seamless customer and work movement between them. * **Operating Model and Exception Design**: Define roles, responsibilities, hand-offs, queues, SLAs, escalation paths, and operational controls. Identify and design for exceptions, alternative journeys, and failure scenarios beyond the ideal customer journey. Define operational requirements for case management and manual intervention when automation is not possible. * **Cross-Functional Delivery**: Collaborate with Product, Operations, Technology, Risk, Compliance, Data, and other stakeholders to ensure end-to-end process functionality. Translate processes into detailed requirements, user stories, business rules, and acceptance criteria. Identify inefficiencies, duplication, manual work, and opportunities for straight-through processing. Support operational readiness, testing, implementation, and training. * **Continuous Improvement**: Analyse process failures and operational incidents to identify root causes and corrective requirements. Measure whether implemented processes perform as designed. Utilise AI to accelerate process discovery, modelling, scenario analysis, exception identification, and requirements quality. * **Regulatory and Governance Application**: Apply working knowledge of the National Credit Act (NCA) and National Credit Regulator requirements to ensure operational processes reflect responsible lending obligations. Apply understanding of credit lifecycle fundamentals and the Protection of Personal Information Act (POPIA) concerning customer data handling within processes. Ensure customer experience, commercial outcomes, risk, and compliance work together within the regulated credit environment. **Requirements (from the original advert)** * **Experience**: * Proven experience designing and implementing significant end-to-end processes from scratch. * Strong understanding of credit operations and the lending lifecycle. * Experience defining operating models, roles, responsibilities, SLAs, queues and exception handling. * Greenfield or major transformation experience. * Experience working across large, interconnected systems and organisational ecosystems. * Strong business analysis skills across process analysis, requirements, business rules, data and implementation. * Banking or financial services experience. * Experience working directly with Product, Operations and Technology teams. * Demonstrable evidence of processes or capabilities personally designed and implemented, rather than length of process analysis experience alone. * **Approach and Working Style**: * Thinks end-to-end, recognising one customer journey and an interconnected operating system across departmental processes. * Comfortable starting with a blank page and systematically determining what needs to happen, who is responsible, which systems are involved and what happens when a process fails. * Uses process analysis to make the business work in practice. * Pays particular attention to exceptions and understands that the quality of an operating model is often revealed when the ideal customer journey fails. * **Key Competencies**: * Builder mentality: Proven experience creating capabilities, platforms or processes from scratch, beyond maintaining or incrementally enhancing established systems. * Credit depth: An established understanding of lending fundamentals. * Banking understanding: Understands the broader ecosystem in which credit operates. * Systems thinking: Considers the impact of requirements on customers, channels, processes, data, systems, integrations and controls. * Deep curiosity: Questions initial explanations and investigates until the underlying problem is understood. * Structured problem-solving: Works effectively with ambiguity and breaks complex problems into executable components. * Constructive challenge: Confidently questions Product, Technology and other stakeholders where evidence supports a better solution. * Technical fluency: Comfortable discussing APIs, integrations, data and system behaviour with engineers and architects, without needing to be a developer. * Commercial awareness: Understands that technical correctness must be considered alongside business value. * Accountability: Takes ownership through implementation and issue resolution, extending beyond handing over documentation. * Strong communication: Communicates effectively with executives, subject-matter experts and developers. * AI-enabled working: Actively uses modern AI tools to accelerate discovery, analysis, documentation and quality assurance while applying human judgement and remaining accountable for the output. * **Regulatory and Governance Knowledge**: * Working knowledge of The National Credit Act (NCA) and National Credit Regulator requirements. * Working knowledge of Credit lifecycle fundamentals across acquisition, onboarding, assessment, decisioning, servicing, arrears management and collections. * Working knowledge of The Protection of Personal Information Act (POPIA), as it applies to customer data handling within operational processes. * Working knowledge of the regulated credit environment, ensuring customer experience, commercial outcomes, risk and compliance work together. **Who should apply** This role is ideal for an experienced Senior Business Analyst with a strong background in credit process and operations, particularly within the banking or financial services sector. The ideal candidate should possess a "builder mentality" and demonstrably create capabilities, platforms, or processes from scratch, rather than merely maintaining existing systems. They must be comfortable starting with a blank page, systematically defining processes, roles, and responsibilities, and designing for both ideal and failure scenarios in customer journeys. Candidates should be proficient in end-to-end systems thinking, with deep curiosity, structured problem-solving abilities, and the confidence to constructively challenge stakeholders. Technical fluency, commercial awareness, accountability through to implementation, and strong communication skills are essential. Furthermore, the candidate should actively leverage modern AI tools for analysis and documentation while maintaining human judgement and accountability. A strong understanding of relevant regulatory frameworks such as the National Credit Act (NCA) and POPIA is also required. **Deadline** Not specified **Reference** Original posting: https://www.jobmail.co.za/jobs/finance-accounting/finance-accounting-management/somerset-west/senior-business-analyst-credit-process-operations-banking-id-7599840 Source: jobmail

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