The consultant must demonstrate knowledge in:

• Minimum 3 years of experience in digitalisation/automation and process management; • Proven experience in the user support area;

• Good knowledge and understanding of financial products.

• The consultant must demonstrate competence in:

• Excellent communication/presentation skills (level B2 of English);

• Proficiency in MS PowerPoint. Objectives of the Assignment The overall objective of the assignment is to support the Operations directorate (OPS) in the coordination and collection of requirements for preparing business requirement documents, conducting User Acceptance testing and related support and maintenance for the Group Client Portal (GCP).

Tasks to be performed The successful achievement of the objectives of the Assignment involves the following tasks:

• Conduct business analysis and collect detailed requirements from all stakeholders and perform analysis;

• Participate in User Acceptance Testing (UAT) and document the results; • Facilitate communication and meetings with IT and other support teams;

• Organize presentations and maintain GCP documentation;

• Provide user support and manage the ticketing system;

• Daily follow-up of the mailbox, address the incoming requests, carry out investigations and liaises with business and IT where necessary;

o Maintain catalogue of outstanding Issues (description, priority, prospects for resolution) \o Participate to regular meetings to plan future improvements/projects on the related-application and identify solution to reduce the backlog;

o Communicate regularly with the business users to inform them about their issues and get the priorities, statistics.