Position Summary:

The Business Analyst plays a pivotal role in empowering Client Services Leadership with actionable insights that drive customer experience excellence to meet our customer experience goals. This role is responsible for compiling, analyzing, and transforming data into clear, impactful reports that highlight key performance metrics across the Client Services Department. Partnering closely with management, the Business Analyst will define reporting requirements, identify optimal tools and technologies, and develop scalable methods to deliver timely, data-driven intelligence. This position is ideal for someone who thrives on turning complex data into strategic narratives that inform decision-making and enhance service delivery.

Key Accountabilities

• Assists in development of processes required to gather information for the design and development of key metric reports.
• Plans, leads and implements projects to meet our department objectives.
• Coordinates and facilitates meetings with business partners and IT to define reporting requirements and complete testing to ensure quality and accuracy.
• Reviews output of reports for accuracy and highlights trends prior to publishing or releasing them to the management team.
• Responsible for regular reporting of operational metrics such as call answer rates, order volumes, order processing times, invoicing claims resolution, and other reports that may be needed by the management team.
• Maintains reporting calendar and ensures a designated backup person or process is in place to safeguard continuity in case of absence or disruption.
• Other duties/projects as assigned.

Networking/Key relationships           

• Client Services
• Finance
• Commercial Operations
• Logistics and Planning
• IT

Skills & Capabilities

• Demonstrated ability of meeting deadlines and working within and across many functional groups such as finance, commercial operations, logistics, marketing and service.
• Focused concentration on projects and a high level of attention to detail.
• Ability to prioritize and manage multiple priorities and projects.
• Ability to show discretion when dealing with sensitive customer information and internal data. Maintain a high level of confidentiality when interfacing with management and colleagues within the Client Service Organization.
• Excellent written and oral communications skills.
• Extensive knowledge of SAP and Microsoft Office Suite, particularly Power BI, Excel, PowerPoint and/or other software used to publish statistical reports and data in a presentation format.
• Experience with SQL for extract, transform, load (ETL) operations and general query support.

Min Knowledge & Experience Required for the Position:

• Bachelor's Degree in Business, Marketing or Finance.
• Minimum of 3-5 years of work experience in a Client Services, Finance or Sales Operations department.
• Extensive knowledge of SAP, EXCEL, Power Point and/or other software used to publish statistical reports and data in a presentation format.
• Has demonstrated experience and a track record of meeting deadlines and working within and across many functional groups such as finance, logistics, marketing and service.
• Language fluency:  English

 International Mobility:

• Required:  No

 Travel Requirements:

• 5-10%