POSITION: SENIOR BUSINESS ANALYST
Are you seeking a professional and dynamic work environment that values collaboration and encourages individual growth?
Join our team of talented and passionate individuals who embody a youthful spirit and a commitment to excellence. Apply now and unlock your potential with us!
WHO WE ARE:
Innovature BPO is a Vietnamese company with more than 10 years of experience in providing outsourcing solutions to clients worldwide. Our services support from call center, 24/7 bi- lingual customer care services, digital marketing to bookkeeping and data analytics services. We offer full time remote resources who are able to deliver the standard that meet global manpower requirement and utilize our business analytics, SLA and other performance metrics to help our clients boost productivity. Our mission is to enable clients to become high- performance businesses and create long- term partnership. Our vision is to connect Vietnamese talents to global labor market demands.
In 2021, Innovature BPO was proudly recognized the “HR Asia Award, one of the best places to work for in Asia”. In 2024, Innovature BPO was again proudly recognized as a Great Place to Work, reflecting our commitment to creating a positive and supportive work environment. We have officially earned this certification, with an impressive 92% of our employees agreeing that Innovature BPO is a great place to work, compared to the 59% average at typical companies. This remarkable statistic underscores the unique and positive culture we’ve cultivated. We’re committed to continuously improving our workplace, empowering our employees, and building an even brighter future together.
OVERVIEW:
We are seeking a highly strategic and hands- on Senior Business Analyst who understands the operations of a BPO organization. In this role, you will bridge the gap between operational delivery and strategic transformation. You will not just document requirements; you will lead cross- functional projects that optimize our Front and Back Office operations, drive Change Management, and ensure the seamless onboarding of new clients.
WHAT YOU WILL BE DOING:
Key Responsibilities
Operational Analysis & Process Improvement:
Solution Design: Propose data- driven process improvements and automation strategies to enhance Agent productivity, SLA adherence, and QA scores.
Standardization: Develop and maintain Standard Operating Procedures (SOPs) and process documentation to ensure consistency across accounts.
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
Project Management & Transformation:
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.
Risk & Timeline Management: Manage project lifecycles using Agile or Waterfall methodologies, ensuring projects are delivered on time, within scope, and within budget.
Client Onboarding & Customer Success:
Pre- Transition Support: Partner with Sales and Account Management during the early stages of new client acquisition to understand specific operational requirements.
Client Advocacy: act as a technical liaison for clients during implementation, translating their business needs into operational reality.
Onboarding Orchestration: Collaborate closely with Delivery during the "Launch Phase" for new clients, setting up workflows, defining KPIs, and configuring tools
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.
Operational Acumen: Deep understanding of BPO metrics (AHT, FCR, CSAT, Occupancy, Shrinkage) and how back- office functions support front- line agents.
Client Facing: Excellent communication skills with the ability to manage client expectations and present solutions to stakeholders.
Project Management: Strong proficiency in PM tools (Jira, Asana, Monday.com, or MS Project). PMP or Prince2 certification is a plus.
Mindset:
WORK LOCATION: Hybrid at The District Building, 159C De Tham, Cau Ong Lanh Ward, HCMC
"Customer Success" mentality—you view internal operations through the lens of client satisfaction.
WORKING HOURS:9AM – 6PM (Mon- Fri), must be willing to attend late- night meetings (e.g., 9:00 PM – 2AM VN time) if necessary.
A problem- solver who can navigate ambiguity.
