Business Process Analyst

The Job

• Leadbusiness process reengineeringinitiatives to simplify, automate, and optimize call center operational and analytic processes.
• Conductprocess mapping, gap analysis, and value stream analysisto identify AI/automation opportunities.
• Collaborate withcross-functional teams(IT, Business Units, Training & QA, etc.) to define requirements, manage change, and ensure alignment with business goals.
• Support thedefinition and delivery of AI/automation use cases
• Act as aBusiness Analyst for transformation initiatives, including scoping, planning, execution, testing and delivery.
• Providedata-driven insightsand recommendations to stakeholders based on process performance and AI integration outcomes.
• Participate invendor selection, solution design, and implementationof AI/automation tools.
• Supportchange managementandtraining during transformation.
• Document and communicate transformation outcomes and KPIs to leadership.
• Apply AI tools and prompt engineeringto enhance analysis, reporting, and decision-making.
• Leverage low/no-code AI toolsto build and deploy AI-driven solutions for finance and other functional units.

The Person

• University graduate in Business Administration, Information Systems, or related field.
• Minimum 3+ yearsof related experience, preferably in Business Process Planning, Project Management, IT, Telecommunications
• Proven experienceinAI/automation Call Center Operations is a definite advantage
• Excellent analytical and problem-solving skillswith a focus ondata-driven decision-making.
• Strong communication and stakeholder management skills, with the ability to translate business needs into technical requirements.
• Proficiency in AI tools and prompt engineering(e.g., using AI platforms like ChatGPT, Google Gemini, or others for data analysis, report generation, and process automation).
• Experience with low/no-code AI tools(e.g., Microsoft Power Platform, Google AutoML, etc.) or willingness to learn quickly.
• Good command of written and spoken English and Mandarin