Role Overview

We are looking for an experienced Business Analyst / Transformation Consultant with strong experience in Payments Operations / Financial Services to lead discovery across priority operations and service journeys.

The role will focus on understanding current-state processes, identifying pain points and control gaps, benchmarking against market practices, defining gold standards, and creating a prioritised improvement roadmap. The candidate should be comfortable working with Operations, Risk & Controls, Change and Technology stakeholders.

Key Responsibilities

- Lead discovery for priority Payments Operations / service journeys through interviews, workshops, shadowing and data/MI reviews.
- Conduct external market research to identify relevant industry trends, benchmarks and best practices.
- Assess current-state journeys and processes, including exceptions, handoffs, pain points, rework and control gaps.
- Facilitate workshops with process owners and stakeholders to identify improvement opportunities.
- Develop practical gold standards, SOPs, standard work and service standards for operations/service journeys.
- Align stakeholders and process owners on proposed standards and drive sign-off.
- Create a prioritised improvement backlog based on impact, effort, risk and business value.
- Define appropriate success metrics and measurement approaches to track improvements.
- Analyse MI, quality data and operational information to validate issues and measure outcomes.
- Translate market benchmarks and research findings into actionable recommendations and standards.
- Support adoption and implementation planning, including enablement materials and new ways of working.
- Work closely with Operations, Risk & Controls,



Change and Technology teams throughout the discovery and implementation lifecycle.

Essential Skills & Experience

- 8 to 15 years of experience in Business Analysis, Process Transformation, Operations Transformation or Consulting.
- Strong experience in Payments Operations / Payment Services / Transaction Banking; Financial Services experience preferred.
- Hands-on experience in discovery activities such as interviews, workshops, process walkthroughs and stakeholder discussions.
- Solid journey mapping and process mapping experience.
- Ability to identify process pain points, exceptions, rework, handoffs and control gaps.
- Experience developing SOPs, standard operating procedures, standard work or service standards.
- Strong facilitation and stakeholder management skills.
- Experience conducting market research, benchmarking and best-practice analysis.
- Ability to assess research/data quality and translate findings into actionable recommendations.
- Strong MI / KPI / operational data analysis capabilities.
- Evidence-led approach to identifying problems and measuring improvement outcomes.
- Experience working with Operations, Risk/Controls, Change and Technology stakeholders.
- Strong written and verbal communication skills.

Good to Have

- Experience in Payments Services / GPS Operations.
- Experience with Transaction Banking.
- Experience in customer/service journey transformation.
- Exposure to continuous improvement / operational excellence.
- Experience with Agile ways of working.
- Experience with JIRA / Confluence.
- Experience working in large international banks or complex financial-services environments.

Location: Delhi / Mumbai / Pune / Hyderabad / Bangalore

Notice Period: Immediate to 60 Days

📌 Payments Business Analyst (Mumbai)
🏢 Terra Technology Circle Consulting
📍 Mumbai