We are seeking a Solutions Analyst with Salesforce experience who will be responsible for analysing financial-services business requirements and designing Salesforce solutions that support banking operations, compliance, customer onboarding, servicing, and digital transformation. The role ensures Salesforce configurations and enhancements align with banking regulations, risk policies, and customer-centric processes.

Requirements Gathering & Analysis

• Engage business stakeholders across Retail Banking, Business Banking, Risk, Compliance, and Customer Servicing.
• Analyse banking processes such as onboarding, KYC, AML, lending workflows, customer servicing, and case management.
• Document business, functional, and regulatory requirements aligned to Salesforce capabilities.

Salesforce Solution Design 

• Translate financial services requirements into Salesforce workflows, automations, and data structures.
• Design end-to-end customer journeys (lead → onboarding → servicing → retention).
• Recommend Salesforce solutions such as Sales Cloud, Service Cloud, Financial Services Cloud (FSC).
• Support integration design between Salesforce and core banking systems, KYC platforms, credit scoring tools, and document repositories.

Regulatory & Compliance Considerations

• Ensure Salesforce processes align with banking regulations (KYC, AML, FATCA/CRS, POPIA, records retention).
• Work with Risk & Compliance to validate process requirements.
• Support audits, data lineage, and control testing where Salesforce is involved.

Implementation & Testing Support

• Configure Salesforce flows, validation rules, page layouts, permissions, and automations.
• Support integrations (APIs, middleware, ESB) between Salesforce and bank systems.
• Assist with UAT planning, test case design, and defect resolution.
• Validate data accuracy, authorisation levels, and security compliance.

Stakeholder Management

• Liaise with Banking Operations, Compliance, Credit, Sales, Call Centre, and IT teams.
• Provide clear communication on solution impacts, timelines, and dependencies.
• Facilitate change management and user adoption of Salesforce enhancements.

Documentation

• Prepare Business Requirements, Functional Specifications, Process Maps, and User Stories.
• Document banking-specific AS-IS and TO-BE processes.
• Create training materials and release notes tailored to financial services teams.

Continuous Improvement

• Identify opportunities to automate manual banking tasks using Salesforce tools.
• Improve customer experience across branches, call centres, and digital channels.
• Enhance CRM analytics and reporting for compliance, sales performance, and customer insights.
• Support Salesforce governance, data quality, and risk controls.

Technical Skills

• Salesforce administration and configuration (Flows, Reports, Dashboards, Validation Rules).
• Understanding of Salesforce data model, APIs, and security model.
• Knowledge of Financial Services Cloud (advantageous).
• Experience with integrations into banking or financial systems (API, ESB, middleware).
• Familiarity with Agile delivery.

Financial Services Industry Knowledge

• Customer onboarding and KYC workflows.
• AML and risk controls.
• Lending processes (applications, approvals, documentation).
• Customer servicing, case management, dispute handling.
• Data protection regulations (POPIA).

Soft Skills

• Strong stakeholder engagement with business and technical teams.
• Analytical thinking and process optimisation.
• Clear communication with non-technical stakeholders.
• Ability to handle regulatory and compliance-driven environments.

Minimum Requirements

• Degree or Diploma in Information Systems, Computer Science, Business Analysis, or related field.
• 6-8 years experience as a Solutions Analyst in Financial Services sector
• Hands-on Salesforce experience (Admin, Support, Enhancements, or Implementations).
• Experience gathering requirements for regulated environments.

Advantageous

• Salesforce Administrator Certification (ADM-201).
• Salesforce Financial Services Cloud experience.
• Exposure to banking systems (Core Banking, KYC tools, Credit systems).
• Knowledge of AML, FATCA/CRS, and compliance processes.
• Agile certifications (Scrum Master, Product Owner).

Key Performance Indicators

• Accuracy and completeness of Salesforce solution designs.
• Compliance alignment for KYC/AML workflows.
• User adoption and business satisfaction.
• Reduction of manual work via Salesforce automation.
• Successful delivery of enhancements within agreed timelines.
• Improvements in data quality and customer-servicing efficiency.

Contact information

Ayesha Mohamed