RBAC Operations Analyst

The Role Based Access Controls (RBAC) Operations team within the CIB Business Support Management department is responsible for enabling user onboarding and access provisioning processes, primarily leveraging the RBAC structure. The team ensures users receive appropriate access in alignment with risk, controls, access governance, and service level agreements (SLAs).

RBAC Operations manages end-to-end access onboarding submissions, ensuring timely and accurate provisioning while addressing all relevant governance and control requirements. The role involves queue-based casework, where strong business coverage, effective internal partnerships, and clear communication are essential to team success. The team also identifies thematic issues, escalates when needed, and supports continuous service delivery improvements in partnership with relevant stakeholders (including identity/access and technology control partners, as applicable).

Responsibilities

• End-to-end logical user access onboarding process for business applications, supporting LOBs with an SLA and target-based process approach.
• User onboarding leveraging the RBAC model as designed for the respective line of business.
• Manage queue-based casework ensuring accurate, timely, and controlled processing of access requests.
• Promptly address urgent requests, queries, and prioritizations; manage escalations and highlight potential risks and control gaps.
• Effectively multitask across multiple request management tools used within the firm for access onboarding submissions.
• Maintain strong time management and organizational skills to meet strict deadlines and SLA commitments.
• Keep product owners and stakeholders informed; communicate with global peers and partner teams to drive service delivery improvements.
• Develop and maintain strong rapport with LOBs; ensure communication is customer-focused and professional.
• Identify recurring/thematic issues and support remediation efforts in collaboration with internal partners.

Qualifications & Skills

• Strong customer service mindset, attention to detail, and high organizational rigor.
• Excellent interpersonal and communication skills; ability to interact effectively with stakeholders at all levels.
• High level of professionalism, self-motivation, and sense of urgency.
• Results-oriented mindset without compromising controls.
• Ability to work under pressure and to strict deadlines in an SLA-driven environment.
• Understanding of Technology Risk Management, Operations, or similar discipline preferred.
• Familiarity with risk management processes (methods for assessing and mitigating risk) and cybersecurity principles.
• Understanding of internal processes, procedures, and IT control policies; awareness of key controls and their operational impact.
• Strong productivity skills with common tools, including MS Office.
• Experience with ServiceNow, Jira, and Confluence is a plus.
• Bachelor’s degree in a computer-related field preferred; 1–5 years of relevant industry experience (cybersecurity and/or IAM background is a plus).