Business Analyst | Retail Client Services | Client Service Solutions
- Cape Town, Western Cape
- Permanent
- Full-time
Allan Gray has multiple channels for servicing clients (both investors and independent financial advisers) and executing their transactions. The Allan Gray Retail Client Services team is the primary touch point for clients interacting with the company and is thus at the forefront of the way in which a client, and prospective client, experiences Allan Gray. The Client Experience team owns the client experience strategy and defines and executes the solutions to deliver on this strategy.Business Analyst - CX Data Analytics SpecialisationThe Client Experience (CX) team is made up of several Business Analysts, Specialists and Product Owners. The main purpose of the business analyst (BA) role is to provide in-depth analysis and project support within the Allan Gray Client Experience team.The candidate applying for this role should have a strong interest in data analytics and using data to solve client service-related business problems. This is a high performance, fast paced environment which prioritises data-driven decision making and measurement and tracking of business value.Strategic fit with Allan Gray's CX strategy:
- Provide business intelligence to enable, support and enhance the broader client experience and retail business strategy
- Be the data competence centre for CX related data and insights for the Retail business, with a deep understanding of client interaction data across all our Retail servicing channels
- Focus on our business-critical questions and provide insightful analysis and reporting that improves decision making and identifies opportunities for incremental or transformational improvements in CX outcomes
- In-depth client behavioural analysis - this involves in-depth and holistic understanding of client behaviour. Achieved by combining interaction data points collected from all channel touchpoints and overlaying this data with salient features of the client's profile.
- Data governance - this involves processes and projects to improve data accuracy, usability, storage and documentation to support analytics and regulatory compliance.
- Develop the predictive arm of our analytics capability - develop our ability to use historical data combined with other analytical tools such as statistical modelling to predict future outcomes and their probability.
- Increase efficiencies - deep understanding of the factors that drive inefficiencies in client interactions. Specific efforts to shift interactions to the correct channels to achieve scalability and find innovative methods to increase efficiencies where interactions canno be self-serviced.
- Blend offline and online analytics - advance the efforts on developing online analytics to get us to a position where offline and online client behaviour can be blended to provide richer data on client behaviour.
- Enable the business to be more self-sufficient with basic data analytics by providing tools and training
- Perform the basics better - continuously learn, improve, and enhance the BAU areas.
- Relevant qualification/degree in an analytical or quantitative field such as computer science, engineering, business science, statistics, data science, commerce, or similar
- 1.5 or more years' experience in a relevant field
- Highly competent in Microsoft Office, with a focus on Excel and Power BI
- Ability to write, interpret, and optimise SQL code
- Ability to understand core AI concepts and effectively leverage AI tools to enhance productivity, decision-making and innovation
- Python for enhanced analytics and dashboarding would be advantageous
- Prior experience with Snowflake as a Data Analytics platform would be advantageous
- Strong conceptual, numeric and analytical thinking skills
- Strong verbal, written, facilitation, and interpersonal communication skills
- Disciplined, detail-oriented and methodical approach to problem-solving
- Ability to get things done, be accountable and self-manage
- Planning, organizational and time management skills
- Ability to work independently when required
- Ability to work in a team and collaborate effectively across teams with a positive, friendly, and respectful attitude
- Ability to engage confidently with stakeholders at any level.
- Ability to easily research, collate and synthesise data in a meaningful manner
- Data gathering, cleaning and analysis
- Using data to generate meaningful and relevant reports and insights
- Fulfilling both BAU and ad-hoc data requests
- Creation and maintenance of various dashboards for operational and management decision making
- Assisting with business case development, attribution analysis and change management for projects
- Working knowledge and understanding of data analysis tools like SQL, Snowflake, Power BI and Python
- Ability to understand core AI concepts and effectively leverage AI tools to enhance productivity, decision-making and innovation
- Application of statistical methods to data analysis
- Exposure to machine learning techniques
- Data visualisation and experience with business intelligence applications such as Power BI
- Opportunity to build and cultivate a network of relationships across the business, particularly with IT and other key stakeholders interacting with Retail Client Services and relating to the client experience
- Opportunity to serve as primary point of contact for client interaction data
- Ability to perform detailed data analysis for projects related to the client experience
- Requirements gathering for identified problems
- Ability to accurately interpret data, clearly communicate insights, and recommend solutions
- Opportunity to share information regarding operational or strategic changes
- Ability to identify and track business value
- Problem and process documentation
- Ability to develop and/or support project plans for ad-hoc projects
- Engaging relevant stakeholders and achieving their buy-in and alignment
- Opportunity to manage risks, review project impact and course correct as necessary