Payments Business Analyst

Role Overview

We are looking for an experienced Business Analyst / Transformation Consultant with strong experience in Payments Operations / Financial Services to lead discovery across priority operations and service journeys.

The role will focus on understanding current-state processes, identifying pain points and control gaps, benchmarking against market practices, defining gold standards, and creating a prioritised improvement roadmap. The candidate should be comfortable working with Operations, Risk & Controls, Change and Technology stakeholders.

Key Responsibilities

• Lead discovery for priority Payments Operations / service journeys through interviews, workshops, shadowing and data/MI reviews.
• Conduct external market research to identify relevant industry trends, benchmarks and best practices.
• Assess current-state journeys and processes, including exceptions, handoffs, pain points, rework and control gaps.
• Facilitate workshops with process owners and stakeholders to identify improvement opportunities.
• Develop practical gold standards, SOPs, standard work and service standards for operations/service journeys.
• Align stakeholders and process owners on proposed standards and drive sign-off.
• Create a prioritised improvement backlog based on impact, effort, risk and business value.
• Define appropriate success metrics and measurement approaches to track improvements.
• Analyse MI, quality data and operational information to validate issues and measure outcomes.
• Translate market benchmarks and research findings into actionable recommendations and standards.
• Support adoption and implementation planning, including enablement materials and new ways of working.
• Work closely with Operations, Risk & Controls, Change and Technology teams throughout the discovery and implementation lifecycle.

Essential Skills & Experience

• 8 to 15 years of experience in Business Analysis, Process Transformation, Operations Transformation or Consulting.
• Strong experience in Payments Operations / Payment Services / Transaction Banking; Financial Services experience preferred.
• Hands-on experience in discovery activities such as interviews, workshops, process walkthroughs and stakeholder discussions.
• Strong journey mapping and process mapping experience.
• Ability to identify process pain points, exceptions, rework, handoffs and control gaps.
• Experience developing SOPs, standard operating procedures, standard work or service standards.
• Strong facilitation and stakeholder management skills.
• Experience conducting market research, benchmarking and best-practice analysis.
• Ability to assess research/data quality and translate findings into actionable recommendations.
• Strong MI / KPI / operational data analysis capabilities.
• Evidence-led approach to identifying problems and measuring improvement outcomes.
• Experience working with Operations, Risk/Controls, Change and Technology stakeholders.
• Strong written and verbal communication skills.

Good to Have

• Experience in Payments Services / GPS Operations.
• Experience with Transaction Banking.
• Experience in customer/service journey transformation.
• Exposure to continuous improvement / operational excellence.
• Experience with Agile ways of working.
• Experience with JIRA / Confluence.
• Experience working in large international banks or complex financial-services environments.

Location: Delhi / Mumbai / Pune / Hyderabad / Bangalore

Notice Period: Immediate to 60 Days