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.