Senior Process Analyst

Job Title: Sr. Analyst, Global Analytics

Location: Bangalore (Hybrid)

The Senior Analyst plays a crucial role in providing strategic business analysis services for our partners. This position emphasizes understanding the context, strategy, and processes of our and our clients’ organizations. The Senior Analyst partners closely with business units to gain in-depth insights into customer needs, services, and the overall business roadmap. This role is one where resourcefulness, flexibility with data approaches and methodologies, tenacity, and collaboration across various organizational functions are critical requirements for success. One should be capable of processing/transforming raw information into manageable and digestible data or generating data by listening to calls, reading chat logs, etc., when needed. The Senior Analyst is also expected to proactively assess the program to identify projects that enhance operations and finances. They are expected to focus on driving results across multiple areas (e.g. apply process improvement principles to streamline workflows, create/apply solutions for identified revenue opportunities, etc.).

Responsibilities:

Strategic Insight:

· Work in partnership with internal and client units to gain a comprehensive understanding of their business strategies, processes, and services.

· Comprehend the broader business environment in which the company operates, including industry trends, competitive landscape, and internal dynamics.

· Identify opportunities that are crucial in overcoming business challenges based on impact and value.

· Leverage collected insights, business environment intelligence, and data measurement for solution feasibility.

Process Review and Improvement:

· Understand, map and review assigned business processes from end-to-end.

· Identify operational, financial, and technological risks, and provide quantified mitigation strategies.

· Foster a culture of continuous improvement, encouraging the identification and exploration of innovative solutions.

Analytical Project Management/Participation:

· Scope and manage analytical projects, including timeline creation and documentation.

· Work together with operations and/or clients to understand business problems and processes.

· Conduct data analysis and present actionable and quantifiable recommendations.

· Implement and track the impact of recommendations to ensure value realization.

· Assist other project managers on larger, complex projects.

· Collaborate with cross-functional teams to drive results.

Communication and Relationship Management:

· Keep stakeholders informed through effective communication – manage clients’ previous and current needs, align tasks to appropriate departments, showcase project gains and victories, and advise of progress and potential showstoppers.

· Present analysis, findings, and other media to all levels of the organization including executives.

· Manage customer relationships and expectations.

· Stay current with customer needs and strategies.

Data-Driven Decision Making:

· Utilize expertise in Information Systems to develop, set up, and manage coherent reports that contribute to the execution of action plans.

· Ensure data reliability and validity.

· Leverage data reporting to gain business insight and operationalize opportunities identified, with the possibility of employing statistical analysis for trend/insight validity.

Teamwork and Accountability:

· Ensuring clients win by initiating improvements and owning the business.

· Coordinate and contribute with team members and peers to implement solutions.

· Holds self-accountable by following through on proposed initiatives, implementation, and outcomes.

· Articulate ideas to senior management.

Call-Related Tasks:

· Generate and/or gather data to spot quantifiable improvement opportunities and pick up business insights.

· Assess customer emotions and satisfaction levels through sentiment analysis.

· Identify hindrances to issue resolution and ensure process compliance is consistent on customer interactions.

Qualifications:

· Bachelor’s degree in related field from a four-year college or university with two to four years related experience preferred.

· Strong analytical skills and ability to translate data into actionable insights.

· Ability to work in an environment where activities and deliverables are dependent on a diverse group of technical and business functional experts.

· Exposure to Six Sigma or similar process improvement methodologies.

· Excellent communication and collaboration skills.

· Proficiency in the use of Microsoft Office applications.

· Familiarity with machine learning concepts and technologies.

· Expertise with Speech technologies including auditing, setting up, and utilizing categories and taxonomy for insights to align with intended output.

· Exposure to Python, SQL, Databricks and similar applications preferred.

Primary Location: Bangalore, India, Hybrid.