Senior Business Analyst, Operations

Senior Business Analyst, Operations –Quezon City, Philippines

Are you driven with a passion for problem-solving and continuous improvement? Would you like to be part of a team in helping a NYSE listed global financial services company focusing on Global Complaints Investigations, Root Cause Analysis (RCA) and Break-Fix? Then it’s time to join Western Union as Senior Business Analyst, Operations.

Western Union powers your pursuit.

Responsible for conducting in-depth root cause analysis and investigations into customer complaints, executive escalations, and various business problems. Our skilled Senior Business Analyst will apply lean and agile methodologies to identify, analyze, and solve complex issues, driving efficiency and continuous improvement within the Company.

In addition, this role will contribute to the effectiveness of our operations and organization by combining their expertise with complex business problem solving initiatives which will improve our customers’ experience and service delivery.

Role Responsibilities

Conduct deep dive root cause analysis and investigations into customer complaints, executive escalations, and business problems within the Global Complaints Investigations, RCA and Break-Fix team.

Apply lean and agile methodologies to identify inefficiencies, bottlenecks, and areas for improvement within operations.

Prioritize business problems based on impact and urgency, collaborating with cross-functional teams to develop solutions.

Translate business requirements into technical specifications for implementation by development teams.

Work closely with cross-functional teams including operations, IT, and product development to ensure alignment and seamless execution of initiatives.

Utilize data analytics, data mining and performance metrics to track progress and measure the impact of implemented solutions.

Provide strategic insights and recommendations to senior management based on findings from root cause analysis and investigations.

Act as a subject matter expert on lean and agile methodologies, providing guidance and training to team members as needed.

Develop clear and concise reports and executive summaries with findings and recommendations for stakeholders at all levels of the company.

Role Requirements

Bachelor’s degree in Business Administration, Operations Management, or related field.

Proven experience as a Business Analyst or similar role, preferably in Operations.

Minimum 4 years in complex retail / consumer financial / payment services organizations with multiple financial products, or a regulatory agency or law firm involving payment services compliance issues relating to anti-money laundering, Bank Secrecy Act, and related laws and regulations is preferred.

Strong analytical skills with the ability to conduct in-depth root cause analysis, process mapping and data analysis. Experience with data analytics and visualization tools is a plus (e.g. Visual Basic, SQL, MS Project, familiarity with Tableau)

Preferred experience in creating complex data mining algorithms and solutions.

Preferred Certifications : Lean Six Sigma Green and Agile (e.g., Certified Scrum Master).

High ability to prioritize tasks and manage multiple projects simultaneously. Detail-oriented with a focus on delivering high-quality results.

Excellent communication and interpersonal skills, with the ability to collaborate effectively with cross-functional teams.

will also have access to short-term incentives, multiple health insurance options, accident and life insurance, and access to best-in-class development platforms, to name a few (). Please see the location-specific benefits below and note that your Recruiter may share additional role-specific benefits during your interview process or in an offer of employment.