Business Analyst

PRELIMINARY

Role Mission

• Elicit, analyze and document business requirements for the portfolio management squad across customer segments, covering:

  • The active portfolio from early delinquency to failed cure
  • The closed portfolio from early exit to post-maturity leaver and collateral default

• Translate the Product Owner's vision into actionable user stories and acceptance criteria.

• Own current-to-future-state process design, business rules and controls, and drive refinement, UAT and release readiness so every sprint delivers usable capability the squad can pilot. 

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Responsibilities & Way of Working

Key Profiles

Knowledge & Skills

• Proficient in product knowledge: Understanding of portfolio segmentation logic, risk tiering from salvageable to loss, and remediation options, including root causes of non-payment such as income shock, affordability stress and over-leverage; mortgage specifics are trainable.

• Advanced beginner in data-driven decision-making: Use portfolio performance data findings to validate business needs, size impact and define KPI and monitoring requirements.

• Advanced beginner in agile execution: Understanding of agile concept, ability in requirement gathering, user stories, process mapping, traceability and UAT. 

• Proficient in problem-solving: Ability to break process gaps and exceptions into clear business rules, user stories and acceptance criteria the squad can deliver.

• Advanced beginner in risk & control management: Understanding of SOP design, decision rights, policy approval, audit trail and exceptions. 

• Advanced beginner in strategic mindset: Balance business needs, customer outcomes, and data insight to support better prioritization and performance tracking.

• Proficient in customer focus: Understand customer and operational pain points through data to identify friction points and improvement opportunities. 

• Advanced beginner in stakeholder balance: Build trusted relationship with Finance, Treasury, Risk, Legal and Compliance, Technology, Operations and Data to align decisions and resolve trade-offs.

• Advanced beginner in result-driven: Translate priorities into OKRs, timely delivery, commercial impact, and stronger controls. 

• Advanced beginner in collaboration: Collaborate across functions to convert requirements, data, and insights into actionable squad decisions. 

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Responsibilities

• Analyze portfolio performance and customer segments to identify root cause of customers default, experience distress, or leave after mortgage payoff. 

• Translate findings into operational hypotheses and interventions to prevent adverse outcomes and improve customer retention. 

• Partner with the Product Owner and business stakeholders (e.g., Finance, Treasury, Risk, Legal, Compliance, Operations, Retail Banking Strategy & Distribution Network) to elicit, document, and validate business requirements, business rules, tier definitions, and control requirements.

• Translate portfolio insights into solution requirements by documenting user stories, acceptance criteria, process flows, data requirements, KPIs, and monitoring/Early Warning System (EWS) requirements, ensuring end-to-end traceability. 

• Analyze and optimize business processes for portfolio monitoring, segment migration, remediation, collateral management, and operational execution, identifying improvement opportunities and cross-functional dependencies. 

• Support solution delivery by facilitating backlog refinement, sprint planning, UAT, defect management, release readiness, and business sign-off, while maintaining SOPs and process documentation. 

• Drive continuous feedback and improvement by consolidating user feedback, portfolio insights, and Data Analyst findings into actionable requirements, ensuring business, Risk, Marketing, Underwriting, and Technology teams remain aligned.

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Experience

• 3+ years in business analysis or process design in retail lending, credit, or another regulated high-volume process. 

• Exposure to portfolio management, collections or remediation preferred. 

• Experience in writing requirements, user stories, process mapping, traceability and UAT preferred. 

• Nice to have, trainable on-the-job.

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Accountability (Example of KPIs)

Portfolio Quality

• NPL ratio
• Roll rate
• Risk-tier migration
• Cure rate
• Redefault rate
• Recovery and remediation success rate. 

Customer Experience & Retention

• NPS
• Early exit rate
• Post-closure relationship retention
• Cross-holding retention.

Requirement & Story Quality

• Squad's backlog readiness
• Acceptance criteria clarity
• UAT pass rate
• Defect leakage

 

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Manpower is committed to a safe, secure, and transparent hiring process. We will never request any form of payment, banking details, or sensitive personal information at any stage of recruitment.

If you receive any suspicious communication claiming to be from Manpower, please report it immediately to: [email protected]

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