Senior Business Analyst – GDC, Standards & Strategy

About the Role
The Senior Business Analyst Global Delivery Center (GDC) Standards & Strategy plays a critical role in driving alignment efficiency and strategic maturity across MRI Softwares Global Support organization. This role focuses on analyzing core support processes identifying gaps and inconsistencies and partnering with Support Enablement Delivery and Regional Leadership to define and operationalize global standards.

The role blends analytical standards with strong communication and presentation skills enabling leadership to make data-driven decisions and advance AI-driven strategies to improve support efficiency customer self-service and case outcomes.

What You Will Do

Global Standards & Process Analysis

• Analyze end-to-end support processes across regions to identify:
• Gaps inefficiencies and inconsistencies
• Opportunities for standardization and simplification
• Define and document global standards for:
• Core support workflows and systems
• Operational handoffs and governance
• Partner with Support Enablement and Delivery leadership to translate standards into actionable adoptable processes

Strategy & Cross-Functional Partnership

Partner with:

• Support Enablement leadership
• Support Delivery leadership
• Regional Support leaders

Facilitate alignment across global teams by:

• Leading working sessions and reviews or core operational processes and documentation
• Driving consensus priorities and global standards
• Support process standards and change adoption across regions

AI & Optimization Strategy Support

• Analyze opportunities to leverage AI across global support to:
• Improve process and standards adherence
• Promote and increase self-service effectiveness
• Reduce manual effort and process friction
• Partner with stakeholders to define AI-related metrics and success criteria

Enablement & Documentation

• Support enablement efforts by ensuring:
• Core processes systems and tools are clearly documented
• Documentation aligns to defined global standards
• Contribute to materials that support rollout and adoption of new or updated processes and systems/tools

What We Are Looking For
Required Experience & Qualifications

• 3 years of experience as a Business Analyst Senior Analyst or similar role within support operations or global delivery environments
• Proven experience analyzing and improving processes across a global or multi-region organization
• Strong experience working with KPIs reporting and performance analysis
• Demonstrated ability to work closely with both delivery and leadership stakeholders

Skills & Competencies

• Strong analytical and problem-solving skills with the ability to synthesize complex data into clear insights
• Excellent presentation and storytelling skills for executive and leadership audiences
• Strong process modeling and documentation capabilities
• Ability to influence alignment and change without formal authority
• Comfortable operating at both strategic and execution levels

Core Attributes

• Structured detail-oriented and outcomes-driven
• Confident communicator with strong stakeholder presence
• Curious and forward-thinking particularly around AI and automation
• Adaptable and effective in complex evolving global environments

Nice to Have

• Experience in SaaS enterprise software or global support organizations
• Familiarity with support systems such as Amazon Connect Salesforce Zendesk or similar platforms
• Exposure to AI-driven support initiatives (chatbots knowledge optimization deflection analysis)
• Experience with a Global Delivery Center (GDC) model

Benefits

• Career growth opportunities in a diverse and supportive work environment.
• Competitive Salary Package
• Prime office location in Ortigas (Easy access to MRT stations restaurants and banks)
• Hybrid Working Arrangement (2 days WFH)
• HMO coverage with free dependent upon hire.
• Free 24/7 access to our office gyms (Ortigas and Makati)
• Total of 20 annual leaves to be used on your own discretion (including 5 credits convertible to cash)
• Plus additional benefits.

About Us

From the day we opened our doors MRI Software has built flexible game-changing real estate software that powers thriving communities and helps make the world a better place to live work and play. Fulfilling that mission is only possible because of one thing: exceptional people. People like you!

Our people-first approach to PropTech is defining a new industry standard for client experiences that quite frankly cant be duplicated. Experiences that deliver real value every day. And we know those experiences begin with our people.

We believe MRI is more than just a workplace; its a connected community of people who truly feel they belong. Whether were investing in employee resource groups or providing tailored resources for each person to reach their full potential were passionate about creating a work environment that makes you excited to show up every single day.

At MRI one of our core values is to strive to amaze. From the intelligent solutions we create to the culture we cultivate thats our goal every day. Because thats what industry leaders do. Whether youre joining as a new Pride member or rejoining us after a short time away your talent is vital to us our partners and our clients.

Amazing growth requires amazing employees. Are you up to the challenge

We know confidence gap and imposter syndrome can get in the way of meeting remarkable candidates so please dont hesitate to apply. Wed love to hear from you!

MRI is proud to be an inclusive employer. We welcome and celebrate diversity across all backgrounds including ethnicity religion sexual orientation gender identity disability age military veteran status and more.

We believe that Belonging is a direct result of Diversity Equity and Inclusion. Those values are woven into the fabric of who we are and are foundational to our continued success. Come and see for yourself!