Business Analyst (Bill to Pay) Margin Recovery

Accountabilities • BTP Analysis & Gap Detection: Build Bill-to-Pay baselines for assigned accounts using financial performance and workforce management data, then compare optimal scenarios with actual and invoiced results.

• Root-Cause Analysis: Identify and size performance gaps related to absenteeism, non-productive time, scheduling adherence, unbillable-hour limits, shrinkage, and other operational drivers.

• Margin Opportunity Analysis: Quantify the gross-margin opportunity associated with individual gap drivers and aggregate opportunities across the assigned portfolio.

• Portfolio Delivery: Maintain an analytical throughput of approximately 10 account analyses per Business Analyst every two weeks in line with the EMEA scaling roadmap.

• Findings & Recommendations: Convert analytical results into structured outputs covering findings, root causes, recommended actions, and estimated gross-margin impact.

• Stakeholder Communication: Present conclusions clearly to Operations and Account Management stakeholders, explaining what needs to change, who owns the action, and the expected financial benefit.

• Operational Handoff: Collaborate with operational teams to validate findings and confirm that proposed recommendations are practical and actionable before sign-off.

• Monthly Monitoring: Track account performance against established baselines, assess month-over-month progress, and determine whether corrective actions are improving, stagnating, or worsening identified gaps.

• Escalation & Documentation: Escalate unresolved or recurring issues with supporting evidence and maintain accurate records of gap status, ownership, and realized margin impact.

• Process Consistency: Apply standardized BTP methodologies consistently across accounts and countries while identifying data-quality limitations and contributing to improvements in automation and analytical processes.

Requirements

• Experience: 2–4 years of experience in business analysis, workforce management analytics, financial operations analysis, or a related analytical discipline; experience in BPO, contact center, or outsourced services environments is preferred.

• Education: Bachelor's degree in Business Administration, Industrial Engineering, Economics, Statistics, or a related field, or equivalent practical experience.

• Financial Analysis: Demonstrated experience working with P&L, margin, labor-cost, and operational performance data to generate actionable business insights.

• Advanced Excel: Strong Excel capabilities, including structured analysis, financial modeling, pivot tables, formulas, and data reconciliation.

• Workforce Management: Solid understanding of concepts such as internal and external shrinkage, AUX/activity codes, scheduling adherence, login compliance, and billable versus paid hours.

• Data Analysis: Experience working with WFM platform exports, such as IEX, and account-level financial reports to construct and validate performance scenarios.

• Data Judgment: Comfortable working with incomplete, inconsistent, or manually compiled datasets and able to reconcile discrepancies, apply structured judgment, and document assumptions.

• Analytical Thinking: Strong root-cause analysis skills with the ability to transform raw datasets into clear, prioritized explanations of where margin is being lost and why.

• Communication: Excellent written and spoken English, with the ability to communicate financial and operational findings clearly to non-technical stakeholders.

• Organization: Strong organizational and accountability skills, with the ability to manage a recurring portfolio of accounts and maintain accurate documentation and progress tracking.

• Collaboration: Confident working with Operations, Account Management, and Finance teams to validate recommendations while maintaining clear ownership boundaries.

• Languages: Fluent English is required. Additional French language skills are a plus.

Benefits

• Full-time opportunity based in India with exposure to an international EMEA portfolio.

• High-visibility role supporting a strategic margin-recovery and operational-efficiency initiative.

• Direct exposure to senior stakeholders across Operations, Account Management, Finance, and related functions.

• Opportunity to work on measurable financial and operational performance improvements.

• Structured analytical methodology combined with opportunities to contribute to automation and scalable analytics.

• Exposure to financial modeling, workforce management, operational analytics, and business performance optimization.

• Career development opportunities within a growing analytics and operational-efficiency function.

• Inclusive and collaborative work environment focused on professional growth and equal opportunity.

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