Business Analyst (Operations & Process Optimisation) – Brokerage & Payments

Role summary

We are seeking a Business Analyst to support the documentation, evaluation and optimisation of operational processes across our brokerage and payments products. The role will focus on capturing the current (“as-is”) client and transaction journeys, much of which is presently manual, and producing clear process documentation, procedures and control descriptions. You will then translate these findings into structured, product-ready requirements for the Product and Technology teams, supporting the prioritisation and implementation of improvements.

This is a cross-functional role requiring strong stakeholder management, attention to detail, and the ability to critically assess existing workflows to remove unnecessary steps, reduce operational risk, and improve efficiency and client experience.

Key responsibilities

1) Process discovery and “as-is” documentation

• Conduct structured interviews and workshops with internal teams to capture end-to-end processes and operating practices across:

  • Client journey and lifecycle (lead → onboarding → activation → ongoing servicing)

  • Client onboarding / KYC / KYB (data collection, verification, approvals, exceptions)

  • Payments and transaction processing (initiation, screening, approvals, settlement, reconciliations)

  • Brokerage / trading operations (order lifecycle, execution, confirmations, allocations, post-trade workflows)

  • Client servicing and communications (support processes, SLAs, escalation paths, templates)

  • Reporting (client reporting, operational reporting, management information)

  • Document and file-sharing processes (storage, access controls, versioning, auditability)

• Document processes using agreed standards (e.g., swimlane diagrams/flowcharts/BPMN) and maintain a central process repository.

• Define roles and responsibilities for each process, including RACI matrices and hand-off points between teams.

• Capture exceptions, manual workarounds, bottlenecks, and key operational dependencies.

2) Procedures, controls and operational governance

• Draft clear, practical Standard Operating Procedures (SOPs) and work instructions aligned to operational and compliance requirements.

• Document control points, approvals, audit trail expectations, and exception handling to support operational risk management.

• Support process owners in establishing sign-off, version control, and periodic review cycles for procedures and documentation.

3) Critical evaluation and process optimisation (“to-be”)

• Critically evaluate the current set-up to identify inefficiencies, duplicated effort, unnecessary steps, and operational risks.

• Propose and support agreed improvements, including streamlining workflows, clarifying ownership, and improving turnaround times.

• Assist in developing future-state (“to-be”) processes in collaboration with Operations, Compliance and other stakeholders.

4) Requirements definition and productisation support

• Translate operational needs into structured requirements for Product and Technology teams, including:

  • epics/user stories with acceptance criteria

  • business rules, approvals and exception logic

  • data requirements (fields, sources, ownership, retention)

  • reporting requirements and operational metrics

  • integration and hand-off requirements between systems and teams

• Support backlog preparation and prioritisation by ensuring requirements are clear, complete and implementable.

• Participate in UAT preparation and execution (test scenarios/cases, validation of delivered functionality, defect triage) as required.

Required experience and qualifications

• 3–6 years’ experience in Business Analysis, Operations Excellence, or Process Improvement within financial services, preferably covering brokerage/trading operations and/or payments.

• Proven track record of mapping and documenting manual processes and translating them into implementable requirements.

• Strong ability to work with multiple stakeholders to obtain accurate information and align on a single source of truth.

• Excellent written communication skills with demonstrated experience producing SOPs and formal documentation.

• Good understanding of operational controls, approvals, and audit trail requirements in a regulated environment.