Business Analyst — Global Payments Solutions (GPS)

Role:  Business Analyst — Wholesale / Client Services

Rate:  1,100 – 1,250 PLN per day (B2B)

Location:  Warsaw, Poland (Hybrid)

Contract type:  B2B Contract

Start:  ASAP

Language:  English (working proficiency required)

About the Role

We are recruiting on behalf of a leading international financial institution for a Business Analyst to support their Ellipse initiative within the Global Payments Solutions (GPS) — Client Services division. Ellipse is part of the bank's technology stabilisation and streamlining agenda, supporting the move towards global platforms and improved operational resilience, with an initial focus on Germany.

The Business Analyst is accountable for analysing current-state processes and data, shaping the target onboarding and maintenance model, and translating needs into clear requirements and deliverables for implementation. The role enables consistent, validated client contact data across platforms (e.g. DQM, CME), reducing manual verification effort and improving the bank's ability to communicate effectively with clients.

Purpose of the Department

Client Services (Wholesale) exists to deliver consistent, high-quality service to wholesale clients while protecting the bank through effective operational execution and risk management. The department helps clients use GPS products efficiently, supports timely resolution of enquiries and data changes, and partners with internal teams to improve processes, reduce manual effort, and strengthen operational resilience — so clients experience reliable service and clear communication across their lifecycle.

The SVS Client Servicing team receives and responds to client enquiries, provides first-level support for electronic banking systems, acts as a key interface between clients and internal business units, proactively contacts clients when there are requests or updates from the business side, and provides dedicated support for key accounts through a Client Service Account Manager model.

Principal Accountabilities

Key Activities & Decision Areas

Typical Targets & Measures

Impact on Business

•      Define current and future state Operating Models for client contact data capture and governance

•      Produce clear, testable requirements (user stories / BRDs) for cross-platform data availability and remediation to address Operating Model optimisation

•      Support delivery of the data remediation approach: rules, prioritisation, validation steps, and exception handling

•      Track benefits and outcomes; report progress through agreed governance forums

•      Standardise requirements cross-product / line of business and across regional hubs to align with the overarching wholesale strategic approach and avoid duplication

•      Other supporting activities within the programme as required

•      Effective prioritisation and scheduling with appropriate contingency

•      Documented and communicated business benefits

•      Stakeholder satisfaction ratings

•      Commercially viable and sustainable solutions backed by analysis

•      Clearly documented and aligned artefacts

Customers & Stakeholders

•      Use relationship management skills to responsibly influence decisions and build stakeholder advocacy

•      Effectively engage customers, colleagues, and stakeholders to build a trust-based relationship and deliver an organised, effective BA service

•      Ensure process requirements are met and completed in accordance with established procedures

•      Support identification of stakeholder goals and effectively manage their expectations, addressing any misalignment

•      Manage expectations and dependencies across teams (e.g. onboarding form changes, downstream system impacts)

•      Produce clear communications and artefacts for change adoption (e.g. guidance for BAU contact updates)

•      Clear and timely updates to all relevant areas

•      Original and innovative solutions to user requirements

•      Volume of changes delivered with evidenced risk controls

•      Frequent stakeholder meetings with constructive feedback

•      Proactive identification of issues

Leadership & Teamwork

•      Manage resources effectively; where applicable lead individual contributors

•      Attend and actively participate in all meetings

•      Communicate effectively with business areas, PCM, IT, and other team members

•      Provide support and guidance to colleagues

•      Co-operate and work well with others to achieve business aims

•      Enable and support team spirit; encourage open communication and sharing of best practice

•      Teamwork evidenced through delivery outcomes

•      Positive stakeholder and colleague feedback

•      Demonstration of ethical behaviour

•      Stakeholder engagement maximising contribution and commitment

Operational Effectiveness & Control

•      Continually reassess operational risks associated with the role, taking account of changing economic/market conditions, legal and regulatory requirements, operating procedures, management restructurings, and new technology

•      Comply with all Global Standards, Compliance, Risk, and Audit policies; exhibit core values and standards

•      Demonstrate adherence to internal controls and strong risk awareness

•      All actions take account of operational risk likelihood

•      Areas of concern addressed with line management or appropriate department

•      Adherence to all relevant Group policies and FIMs

Major Challenges

The primary challenge is keeping abreast of new developments impacting the area. Due to the complexity of the role, a balance must be maintained between day-to-day reactive management, long-term planning, and proactive input to change management activities.

The jobholder performs a role that is unique in nature, serving the organisation through activities that are diverse and complex — high risk, high value, and high volume — across a multitude of interrelated systems, while simultaneously supporting various change initiatives and controlling all associated risks.

Role Context

The role sits within Client Services (Wholesale), aligned to the SVS Client Servicing team, and supports delivery under the Ellipse initiative, governed centrally by HBEU & HBCE DBS leadership. Day-to-day, the Business Analyst works alongside the Client Service Manager for Data Remediation, Frontline, the Ellipse Central Team, and Client Engagement (for client outreach readiness).

The role operates with a high degree of autonomy in analysis, workshop facilitation, documentation, and shaping options and recommendations. The BA can decide how to structure analysis, requirements, and artefacts, and can propose process and governance options. Scope changes, policy/control decisions, material client impact, and cross-platform design choices must be escalated through agreed governance forums and change control.

Delivery methodology (Agile / Waterfall or hybrid) follows the programme's agreed ways of working; the BA is expected to maintain transparent progress reporting and keep decisions and actions clearly documented.

Additional expectations include:

•      Drive consistency of project execution approach across multiple business areas, remaining cognisant of regional nuances and adopting best practice

•      Ensure regular and meaningful internal and external communications

•      Continue to build a central team and network of motivated, skilled change managers with the purpose and ability to deliver effective change

•      Relentless focus on delivery of business outcomes

Management of Risk

The BA will ensure fair treatment of clients is at the heart of everything they do. They will continually reassess operational risks associated with the role and inherent in the business, taking account of changing economic or market conditions, legal and regulatory requirements, operating procedures and practices, management restructurings, and the impact of new technology.

This will be achieved by ensuring all actions account for the likelihood of operational risk occurring, and by addressing areas of concern in conjunction with line management and/or the appropriate department.

Observation of Internal Controls

The jobholder will demonstrate adherence to internal controls through adherence to all relevant procedures, maintaining appropriate records, and timely implementation of internal and external audit points, including issues raised by external regulators.

The jobholder will comply with Global Standards, Compliance, Risk, Audit, and Legal policies and guidelines — embracing all relevant financial services laws, rules, and codes. Where applicable, they will ensure adequate resources are in place, training is provided, a compliance culture is fostered, and relations with regulators are optimised.

What We're Looking For

Essential

•      Proven Business Analysis experience in a financial services or regulated environment

•      Strong experience in data governance, data remediation, or client data management programmes

•      Ability to produce high-quality requirements artefacts: user stories, BRDs, process maps, RAID logs

•      Experience working across multiple platforms and stakeholder groups simultaneously

•      Workshop facilitation and requirements elicitation skills

•      Strong relationship management skills — able to influence decisions and build stakeholder advocacy

•      Comfortable operating with a high degree of autonomy and ambiguity

•      Ability to balance reactive day-to-day management with long-term planning and proactive change input

•      Excellent written and verbal communication in English

Desirable

•      Experience on a technology stabilisation, platform migration, or CRM / data platform programme

•      Familiarity with Agile and Waterfall delivery methodologies

•      Background in wholesale banking, transaction banking, or Global Payments Solutions (GPS)

•      Knowledge of client onboarding, KYC, or contact data governance processes

•      Experience with cross-platform data environments (e.g. DQM, CME or similar)

•      Experience working in a pan-European or globally distributed programme team

•      Leadership or line management experience