COMPANY INTRODUCTION
Địa điểm
Hồ Chí Minh
About Innovature BPO Limited
Innovature provides business and technology outsourcing services to clients in North America and Asian markets. We enable clients to become high- performance businesses and create long- term relationships by helping drive productivity and efficiency while delivering measurable results. Our commitment is to attract, develop and retain the best talents for our business, challenge our people, demonstrate “can- do” attitude and foster a collaborative and mutually supportive environment.
Senior Business Analyst
Địa điểm
Hồ Chí Minh
JOB DESCRIPTION
WHAT YOU WILL BE DOING:
Key Responsibilities
Operational Analysis & Process Improvement:
Gap Analysis: Identify operational bottlenecks, inefficiencies, and risks within delivery teams.
End- to- End Mapping: Conduct deep- dive analysis of current BPO workflows and processes spanning functions within an organization
Standardization: Develop and maintain Standard Operating Procedures (SOPs) and process documentation to ensure consistency across accounts.
Solution Design: Propose data- driven process improvements and automation strategies to enhance Agent productivity, SLA adherence, and QA scores.
Project Management & Transformation:
Risk & Timeline Management: Manage project lifecycles using Agile or Waterfall methodologies, ensuring projects are delivered on time, within scope, and within budget.
Change Management: Act as the primary change agent, ensuring that new processes are adopted smoothly by delivery teams with minimal disruption to service.
Cross- Functional Leadership: Lead complex, multi- stakeholder projects related to digital transformation, tool implementation, and organizational change.
Client Onboarding & Customer Success:
Client Advocacy: act as a technical liaison for clients during implementation, translating their business needs into operational reality.
Pre- Transition Support: Partner with Sales and Account Management during the early stages of new client acquisition to understand specific operational requirements.
Onboarding Orchestration: Collaborate closely with Delivery during the "Launch Phase" for new clients, setting up workflows, defining KPIs, and configuring tools
REQUIREMENTS
WHAT WE ARE LOOKING FOR:
Qualifications:
5+ years of experience as a Business Analyst, Operations Manager, or Project Manager within the BPO/Outsourcing industry.
Proven track record of managing projects involving cross- functional teams (IT, HR, Operations, Finance).
Skills:
Process Mapping: Expert level in Visio, Lucidchart, or BPMN.
Project Management: Strong proficiency in PM tools (Jira, Asana, Monday.com, or MS Project). PMP or Prince2 certification is a plus.
Client Facing: Excellent communication skills with the ability to manage client expectations and present solutions to stakeholders.
Operational Acumen: Deep understanding of BPO metrics (AHT, FCR, CSAT, Occupancy, Shrinkage) and how back- office functions support front- line agents.
Mindset:
"Customer Success" mentality—you view internal operations through the lens of client satisfaction.
A problem- solver who can navigate ambiguity.
BENEFITS
WHAT WE OFFER:
We treat people fairly and with dignity, keeping a healthy perspective about life and work and fostering a positive and enjoyable work environment with appealing benefits as below:
Diverse activities to foster relationships, including company trips, year- end party, employees‘ birthdays
A variety of training courses for your career development
Other allowance from referrals and special occasions (weddings, seniority, and new- born baby)
PTI insurance package, and annual health check
An open- space office, a cafeteria, and a range of modern equipment
An English- speaking environment
Social insurance and healthcare insurance upon Vietnam Labor Code
13th month Tet bonus & bi- annual performance bonus
Annual leave and 02 sick leave days per year
Annual salary review
A competitive monthly salary based on your ability
An open culture that spurs creativity, innovation, and inclusivity
Attractive employee awards: Employee of Year, Semi- Annual outstanding employee
HOW TO APPLY
Deadline: 23:59 28/2/2026
Submit your application via the APPLY NOW button below.
Note: Only selected candidates will be contacted (via email). Make sure that your email and Spam/ Promotions box are checked regularly so that you will not miss any notifications from us.
APPLY NOW
Business Intelligence Manager
Địa điểm
Hồ Chí Minh
JOB DESCRIPTION
WHAT YOU WILL BE DOING:
Key Responsibilities:
Client Delivery & Staff Oversight
Delivery Governance: Monitor overall performance standards of analytics staff deployed to client accounts. Step in during escalations, transitions, or quality concerns to stabilize delivery and ensure service continuity.
Performance Management: Collaborate with clients to ensure corrective actions and performance improvement plans are implemented when needed. Support knowledge transfer during replacements to maintain service continuity.
Onboarding & Documentation: Ensure training materials, onboarding guides, and process documentation are accurate and up to date for new staff joining client projects. Oversee the onboarding process to ensure new hires align with client data environments.
Client Scoping & Strategic Partnership:
Hiring Support: Collaborate with Talent Acquisition (TA) to define job descriptions, review candidate profiles, and participate in client interviews to ensure technical fit.
Requirement Translation: Act as the main contact for client stakeholders regarding staffing and performance. Translate vague client requests into clear, actionable scopes detailing responsibilities, skills, and tools.
Client Advisory: Participate in periodic client meetings to provide insight into delivery performance and suggest staffing or process optimizations.
Analytics Capability Development & Innovation:
POC Development: Develop Proof- of- Concept (POC) analytics solutions or dashboards to demonstrate our technical expertise to prospective clients.
Tech Roadmap: Collaborate with BI developers to pilot new tools or automation concepts that improve speed, accuracy, or visualization. Identify emerging trends to strengthen our practice.
Internal Innovation: Lead initiatives to enhance internal analytics capabilities, such as creating reusable dashboard templates, metrics libraries, or workflow automations.
Operational Reporting (Internal)
Data Governance: Establish data quality checks to ensure that the numbers reported to clients match internal billing and performance data.
BPO Metrics: Oversee the accurate tracking of standard internal KPIs, including Utilization, Billable Hours, AHT, and SLA adherence.
REQUIREMENTS
WHAT WE ARE LOOKING FOR:
Qualifications:
Education: Bachelor’s degree in Data Analytics, Business, Information Systems, or a related field.
Experience:
5+ years in analytics, BI, or delivery management, specifically within a BPO or professional- services environment.
Proven ability to manage client- facing communication and staff performance.
Experience translating analytics requirements into role scopes and supporting recruitment or onboarding.
Technical Skills:
Working knowledge of Power BI, Tableau, Excel, and SQL concepts.
Understanding of analytics workflows, ETL development, dashboards, and KPI measurement frameworks.
Soft Skills:
Organized, proactive, and attentive to documentation quality.
Strong communication and problem- solving ability; able to engage confidently with both technical and business stakeholders.
Skilled at balancing multiple client or delivery priorities.
BENEFITS
WHAT WE OFFER:
We treat people fairly and with dignity, keeping a healthy perspective about life and work and fostering a positive and enjoyable work environment with appealing benefits as below:
PTI insurance package, and annual health check
Attractive employee awards: Employee of Year, Semi- Annual outstanding employee
An open- space office, a cafeteria, and a range of modern equipment
Other allowance from referrals and special occasions (weddings, seniority, and new- born baby)
An English- speaking environment
An open culture that spurs creativity, innovation, and inclusivity
13th month Tet bonus & bi- annual performance bonus
A variety of training courses for your career development
Annual leave and 02 sick leave days per year
A competitive monthly salary based on your ability
Annual salary review
Social insurance and healthcare insurance upon Vietnam Labor Code
Diverse activities to foster relationships, including company trips, year- end party, employees‘ birthdays
HOW TO APPLY
Note: Only selected candidates will be contacted (via email). Make sure that your email and Spam/ Promotions box are checked regularly so that you will not miss any notifications from us.
Submit your application via the APPLY NOW button below.
Deadline: 23:59 28/2/2026
APPLY NOW
