Senior Business Analyst
Job Location:
Manila - Philippines
Monthly Salary:
Posted:
Application Deadline:
Vacancies:
Job Summary
Senior Business Analyst - Operations Enablement
Key Responsibilities:
Lead the measurement monitoring reporting and analysis of Headcount and AI initiative savings and financial performance across the customer service organization.
Provide calibration on different data streams and decision making across AI Transformation AI initiatives team Agent experience Help and Support WFM capacity planning Finance and multi-functional analytics that consolidate AI initiatives headcount attrition shrinkage AHT and related assumptions into a single trusted view.
Translate complex operational and financial data into executive-ready insights recommendations and narratives.
Drive accuracy and accountability across savings attrition contact deflection and headcount calculations.
About the Role
As a Senior Business Analyst you will:
1. AI Savings & Financial Accountability
Lead AI initiative headcount savings and finance analytics through Business Intelligence dashboards to ensure accountability across multiple groups.
Prepare monthly and quarterly presentations on AI initiatives and impact with key insights for WFM Finance AI Operations and other stakeholders.
Maintain high accuracy across headcount savings attrition deflection and AHT impact calculations through validation and cross-checking.
Ensure clarity in headcount savings calculations that align and calibrate with both Workforce Resource Planning Finance and Operations views.
Achievement of Headcount and AI savings targets aligned with budget.
2. Strategic Planning Analytics
Lead the cross-functional analytics related to comprehensive Enterprise resource planning consolidating capacity plans (headcount over/under) and incorporating volume AHT shrinkage attrition and per-geography assumptions as they related to Headcount and AI Savings and similar related goals.
Provide accurate and timely recurring analysis of contact deflection AHT changes attrition with no backfill data and operational impacts used by planning for capacity and resource decisions.
Conduct in-depth scenario planning and financial modeling to assess potential impacts of operational changes and support long-term strategic planning.
Collaborate with operational and internal teams on the consolidation of capacity plans ensuring detailed assumptions with sub-geographical data are included.
3. Financial Analytics & Forecasting
Lead complex financial analytics progressing to dynamic headcount and financial dashboards and predictive planning and staffing performance across CS&S.
Develop refine and implement sophisticated forecasting methodologies for financial and resource models in collaboration with Finance and AI teams.
4. Executive Reporting & Storytelling
Standardize metrics definitions and reporting to enable consistent executive storytelling and alignment for key operational and financial decisions.
Deliver accurate and timely monthly and quarterly presentations on headcount finance and AI savings.
Own a recurring monthly Executive Pack and a quarterly Value Realization Summary outlining key insights risks and updates for leaders.
5. Process Documentation & Workforce Management Optimization
Document and optimize workforce management processes moving from basic process documentation to detailed Standard Operating Procedures (SOPs) and conducting gap analysis with actionable recommendations.
Refresh and document the annual baseline benefits cycle in alignment with Workforce Management Operations and Finance.
Publish aligned metric definitions to support consistency across reporting and planning.
Accuracy and timeliness of headcount finance and AI savings reporting.
AI Saves Forecast accuracy improvement versus baseline.
6. Other Responsibilities may include
Reduction in manual effort hours through automation.
Quality and consistency of executive reporting and stakeholder advisories.
Design build and maintain budget tracking systems (e.g. contractor costing) to monitor financial performance against targets.
Lead and manage people during times when the business requires.
Provide expert analysis and data-driven recommendations for resource optimization including AI impact analysis seat optimization and tools and process utilization.
Deliver a consolidated semantic data model (capacity attrition cost benefits) to support unified financial and operational analytics.
About You
You are fit to be Senior Business Analyst if you have:
You are a strategic detail-oriented analyst with experience in data analysis data modeling workforce planning finance predictive analytics and/or business intelligence within a contact center or large customer service operation. You are motivated by cost reduction process effectiveness business efficiency and accountability and you thrive at the intersection of data and storytelling translating complex operational and financial metrics into clear actionable insights for executive audiences.
You bring a track record of building complex dashboards in Excel Power Bi Tableau and/or similar BI tools. You have experience in process improvement data analytics forecasting and predictive models and/or capacity planning and you hold yourself to a high standard of accuracy and timeliness across end-to-end reporting cycles. You understand the nuances of headcount savings calculations AI initiatives AHT impact contact deflection attrition and shrinkage and experience with headcount tracking and/or savings attribution is a strong plus.
You bridge Reporting Agent Experience Workforce Management Finance Operations AI Transformation and Leadership teams to align on goals and assumptions and drive accountability and you are a process-minded self-starter who closes gaps whether by building SOPs automating manual workflows or consolidating data into unified models.
#LI-CS3
Whats in it For You
Hybrid Work Model: Weve adopted a flexible hybrid working environment (2-3 days a week in the office depending on the role) for our office-based roles while delivering a seamless experience that is digitally and physically connected.
Flexibility & Work-Life Balance: Flex My Way is a set of supportive workplace policies designed to help manage personal and professional responsibilities whether caring for family giving back to the community or finding time to refresh and reset. This builds upon our flexible work arrangements including work from anywhere for up to 8 weeks per year empowering employees to achieve a better work-life balance.
Career Development and Growth: By fostering a culture of continuous learning and skill development we prepare our talent to tackle tomorrows challenges and deliver real-world solutions. Our Grow My Way programming and skills-first approach ensures you have the tools and knowledge to grow lead and thrive in an AI-enabled future.
Industry Competitive Benefits: We offer comprehensive benefit plans to include flexible vacation two company-wide Mental Health Days off access to the Headspace app retirement savings tuition reimbursement employee incentive programs and resources for mental physical and financial wellbeing.
Culture: Globally recognized award-winning reputation for inclusion and belonging flexibility work-life balance and more. We live by our values: Obsess over our Customers Compete to Win Challenge (Y)our Thinking Act Fast / Learn Fast and Stronger Together.
Social Impact: Make an impact in your community with our Social Impact Institute. We offer employees two paid volunteer days off annually and opportunities to get involved with pro-bono consulting projects and Environmental Social and Governance (ESG) initiatives.
Making a Real-World Impact:We are one of the few companies globally that helps its customers pursue justice truth and transparency. Together with the professionals and institutions we serve we help uphold the rule of law turn the wheels of commerce catch bad actors report the facts and provide trusted unbiased information to people all over the world.
About Us
Thomson Reuters informs the way forward by bringing together the trusted content and technology that people and organizations need to make the right decisions. We serve professionals across legal tax accounting compliance government and media. Our products combine highly specialized software and insights to empower professionals with the data intelligence and solutions needed to make informed decisions and to help institutions in their pursuit of justice truth and transparency. Reuters part of Thomson Reuters is a world leading provider of trusted journalism and news.
We are powered by the talents of 26000 employees across more than 70 countries where everyone has a chance to contribute and grow professionally in flexible work environments. At a time when objectivity accuracy fairness and transparency are under attack we consider it our duty to pursue them. Sound exciting Join us and help shape the industries that move society forward.
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Required Experience:
Senior IC
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