Business Analyst Contact Management Team

Context

Keytrade Bank is a leading Belgian direct bank that caters for the financially autonomous. Via an established platform and a modern App its clientele enjoys a large offer of financial services. Being an online bank, the customer relation through our different communication channels (calls, e-mails, messages…) is a key success factor for the company. 

Keytrade is managing the development and maintenance of its Sites, Apps and Operational Tools internally. We are looking for a Business Analyst to join the Scrum Team that Develops and Maintains all the applications used by Keytrade Agents to communicate with external parties and organize the work between the different operational teams. 

The communication channels managed by the Contact Management team are: telephony, e-mail, webforms, secure messages, chat bot, social media messages, sms, push notifications. 

The organization of the work between the different operational teams is partially structured, but some structuring and industrialisation is still needed for some processes. For this reason, Keytrade decided to start using low-code to, amongst other,  developing a workflow tool. 

We work with the following technologies and solutions: Altitude, CRM Microsoft Dynamics, Mendix and home build solutions in Node JS, React, .Net.

We are looking for a Business Analyst to help the team to 1/ deliver projects focussed around efficiency using low-code development platforms like Mendix and Artificial Intelligence and 2/ to increase the adoption and spreading of low-code at Keytrade. 

Responsibilities

• Help the Product Owner translate the vision in actual work items. 
• Conduct Workshops with stakeholders to refine business needs.
• Work with the rest of the Scrum Team to create and test the solution. 
• Build and drive the low-code community at Keytrade. 

Soft Skills

• Proficient English is a must. 
• Proficiency in French or Dutch, ideally both is very valuable. 
• Very good in written and verbal communication. 
• Strong Analytical skills.
• Comfortable with technology. 
• Quick and eager learner.
• Community management. 
• Leadership. 

Technical Skills

Following technical knowledge are very strong plus points: 

• Previous experience as a Business Analyst
• Experience in working with/for a Contact Centre and/or Administrative Team
• Experience in modelling and designing operational processes.
• Working experience/certification with Mendix
• Working experience/certification with Altitude Xperience
• Working experience/certification with BPMN
• Experience in banking/finance environment is an asset
• Experience with Scrum is a plus

Our offer

• Keytrade Bank is a young and dynamic organization with a lean structure, that evolves in an Agile ecosystem. The tempo and the atmosphere are upbeat and no day goes by without an element of fun!
• The company works in an agile setup with a lot of flexibility regarding remote work. This means that you will be guaranteed at least 50% homework with a high degree of flexibility.
• Offices are located in Watermael-Boitsfort in a peaceful, green surrounding.
• A competitive salary with extra-legal advantages such as meal vouchers, group insurance, health insurance and many others
• Continued education and access to trainings
• Stepping stone for a continued career within Keytrade Bank
• Open, inclusive culture and dynamic working environment