Business Process Analyst

The Job

• Lead business process reengineering initiatives to simplify, automate, and optimize call center operational and analytic processes.
• Conduct process mapping, gap analysis, and value stream analysis to identify AI/automation opportunities.
• Collaborate with cross-functional teams (IT, Business Units, Training & QA, etc.) to define requirements, manage change, and ensure alignment with business goals.
• Support the definition and delivery of AI/automation use cases
• Act as a Business Analyst for transformation initiatives, including scoping, planning, execution, testing and delivery.
• Provide data-driven insights and recommendations to stakeholders based on process performance and AI integration outcomes.
• Participate in vendor selection, solution design, and implementation of AI/automation tools.
• Support change management and training during transformation.
• Document and communicate transformation outcomes and KPIs to leadership.
• Apply AI tools and prompt engineering to enhance analysis, reporting, and decision-making.
• Leverage low/no-code AI tools to 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+ years of related experience, preferably in Business Process Planning, Project Management, IT, Telecommunications
• Proven experience in AI/automation Call Center Operations is a definite advantage
• Excellent analytical and problem-solving skills with a focus on data-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