Senior Business Analyst – BPO & AI Automation (12+ Years Experience)

About the Role

The Senior Business Analyst will play a pivotal role in transforming business operations through data‑driven insights, process optimization, and AI‑enabled automation. This position is ideal for someone who combines deep BPO domain expertise with a strong understanding of emerging automation technologies, including AI, ML, and intelligent workflow orchestration.

Key Responsibilities

Business Analysis & Process Excellence

• Lead end‑to‑end analysis of business processes across BPO functions such as customer service, finance & accounting, HR operations, and back‑office workflows.
• Identify gaps, inefficiencies, and opportunities for optimization using Lean, Six Sigma, and industry best practices.
• Translate business needs into clear functional and technical requirements for cross‑functional teams.
• Develop business cases, ROI models, and feasibility assessments for transformation initiatives.

AI‑Driven Automation & Digital Transformation

• Partner with automation teams to design and implement AI‑powered solutions such as intelligent document processing, conversational AI, predictive analytics, and workflow automation.
• Evaluate and recommend automation tools (RPA, low‑code platforms, AI/ML frameworks) based on business needs.
• Support the creation of automation roadmaps and digital transformation strategies.
• Collaborate with data science and engineering teams to ensure successful deployment and scaling of AI solutions.

Stakeholder Management & Communication

• Act as a strategic advisor to business leaders, presenting insights, solution options, and transformation recommendations.
• Facilitate workshops, requirement‑gathering sessions, and cross‑functional discussions.
• Manage expectations, timelines, and deliverables across multiple stakeholders and project teams.

Documentation & Governance

• Create BRDs, FRDs, user stories, process maps, SOPs, and test cases.
• Ensure compliance with organizational standards, data governance, and regulatory requirements.
• Support UAT planning, execution, and sign‑off.

Required Skills & Experience

• 12+ years of experience as a Business Analyst, preferably in BPO, shared services, or global operations.
• Strong understanding of BPO processes, SLAs, KPIs, and operational metrics.
• Hands‑on experience with automation technologies (RPA, AI/ML, NLP, IDP, chatbots).
• Proficiency in tools such as Visio, Jira, Confluence, Power BI, and process‑mapping platforms.
• Excellent analytical, problem‑solving, and communication skills.
• Ability to work with cross‑functional teams in fast‑paced, transformation‑driven environments.

Preferred Qualifications

• Certifications: Lean Six Sigma, CBAP, CCBA, PMP, or equivalent.
• Experience working with automation platforms like UiPath, Automation Anywhere, Power Automate, or similar.
• Exposure to cloud platforms (Azure, AWS, GCP) and data analytics tools.
• Experience in designing or supporting AI‑driven solutions in operational environments.

What You Bring

• A strategic mindset with the ability to convert business challenges into scalable digital solutions.
• A passion for innovation, automation, and continuous improvement.
• Strong stakeholder influence and the ability to drive change across global teams.

Working Hours:12 pm to 10 pm IST