Business Analyst

The Business Analyst acts as a vital role in supporting data-driven decision-making within the organization. This role is responsible for gathering and analyzing data, identifying business needs and problems, leading process optimization initiatives, managing complex reporting frameworks (including attrition, sales performance, customer experience metrics and business dashboard).

1. Process Optimization

• Drive continuous improvement using Lean Six Sigma frameworks (DMAIC, Kaizen, Value Stream Mapping) to eliminate non-value-added steps and improve cycle times.

• Establish standard operating procedures (SOPs) to ensure sustainable workflow efficiency.

2. Priorities Management & Governance

• Align improvement initiatives with business goals, manage cross-functional stakeholder expectations.

• Track project milestones to ensure the successful delivery of improvement initiatives.

3. Sales Performance Reporting

• Design and automate Excel-based attrition models to identify churn root causes and support proactive retention strategies.

• Deliver monthly performance packs including funnel health, gains, attrition, business at risk, realization, conversion rates, revenue targets and trend analysis for sales leadership.

• Providing data-backed recommendations to leadership optimize revenue and workflows.

4. Management Dashboard Performance & Data Visualization

• Oversee complaint tracking frameworks, drive CAPA for recurring issues, and operational teams to reduce defect rates, improve First Contact Resolution (FCR), and boost overall customer satisfaction scores.
• Design, Build and Optimize Management performance dashboards (Excel/Power BI/Tableau), to give real-time visibility of KPIs.
• Lead weekly/monthly operational performance reviews with senior stakeholders using visual management techniques and ensure data integrity and timely update.

5. Other duties/projects as assigned.

• Bachelor’s degree in business administration, Data Analytics, Finance or a related field.

• Strong working knowledge of Lean Six Sigma frameworks (DMAIC, Kaizen, Value Stream Mapping).
• Proficiency in dashboard creation and data visualization tools (Power BI, Tableau, or advanced Excel).
• Ability to perform root cause analysis, predictive modeling, and trend analysis.
• Advanced proficiency in Microsoft Excel (modeling, automation) and PowerPoint.
• Ability to translate complex data into actionable strategic recommendations for senior leadership.

• 3+ years of experience in Business Analysis, Process Improvement, or a similar role.
• Experience in managing cross-functional projects and stakeholder governance.
• Proven track record in sales reporting and business data analysis.