We are seeking a detail-oriented **Business Analyst** with experience delivering **cutting-edge transformation initiatives** in the Insurance BPO industry (experience in the **Insurance BPO domain** preferred). The ideal candidate will be responsible for driving business insights, supporting process transformation, and ensuring quality delivery. This role requires strong analytical skills, knowledge of **quality methodologies** , and the ability to collaborate across teams to deliver impactful solutions in a fast-paced BPO environment. **Key Responsibilities** + **Data Analytics and Reporting** + Liaise with stakeholders to understand business needs, pain points, and improvement opportunities. + Translate client requirements into clear functional specifications and process flows. + Document “As-Is” and “To-Be” processes, identifying gaps and recommending solutions. + Defines overall application functional / business requirements with end users. + Recommends solutions, modifications, configurations, and processes. + Implements, designs and / or upgrades applications. + Creates test plans for projects. + Analyzes model test discrepancies to find trends and works with programmers to resolve. + Establishes cost and time estimates for development and implementation of projects. + Produces business process flow charts, communications, presentations, and other materials for knowledge transfer to leadership. + Evaluates user requirements for one or more specialized business applications and translates those needs into defined user assessment plans or specifications used in determining end-user business or technical needs. + Devises or modifies procedures to solve complex problems considering computer equipment capacity and limitations, operating time, and form of desired results. + Acts as a team leader for projects with moderate budgets or of a short to intermediate duration. + Mentors less experienced team members. + Perform data analysis to identify trends, anomalies, and actionable insights for stakeholders. + Develop dashboards, MIS reports, and KPIs to track performance and highlight opportunities for improvement. + Partner with operations teams to ensure data-driven decision-making and continuous improvement. + **Process Improvement & Transformation** + Identify opportunities for process optimization, automation, and digital transformation within insurance operations. + Support the design and implementation of process reengineering initiatives that drive efficiency, accuracy, and customer satisfaction. + Collaborate with technology and operations teams to enable innovative solutions aligned with industry best practices. + **Quality & Compliance** + Apply **quality management methodologies** (Lean, Six Sigma, etc.) to monitor and improve process performance. + Conduct root cause analysis on errors, variances, and process breakdowns; recommend corrective and preventive actions. + Ensure compliance with regulatory requirements, data security standards, and insurance industry guidelines. + **Stakeholder & Client Management** + Engage with clients, senior leaders, and cross-functional teams to gather feedback and align solutions with strategic goals. + Provide regular project updates, risk assessments, and status reports. + Act as a bridge between business stakeholders and technical teams. **Required Skills & Competencies** + Strong understanding of **Insurance domain processes** (Life, Annuity, Health, or P&C preferred). + Proven experience in **BPO/Operations environment** with a focus on insurance. + Knowledge and practical application of **quality methodologies** (Lean, Six Sigma, ISO, COPC preferred). + Strong **analytical, problem-solving, and critical thinking skills** . + Proficiency in **data analysis and visualization tools** (Excel, Power BI, Tableau, SQL preferred). + Strong documentation skills (BRD, FRD, Use Cases, Process Maps). + Familiarity with **automation tools (RPA), Gen AI, Agentic AI, workflow solutions, and transformation initiatives** are desirable. + Strong knowledge of system development methodology, project management and system architecture. + Ability to identify and evaluate IT and business challenges from a broad perspective. + Exceptional ability to translate between non-technical business users and technical IT resources. + Excellent client service attitude and leadership capabilities. + Exceptional organizational and time management skills. + Excellent communication and presentation skills, with the ability to influence stakeholders at multiple levels. **Experience & Qualifications** + Graduate & Postgraduates with exposure to BPO & IT industry + Overall 8 to 10 years of experience with at least 4 to 5 years in **Business Analyst roles (within Insurance BPO operations preferred)** . + Exposure to **process transformation, digital initiatives, or automation projects** in the insurance sector. + Certification in **Lean Six Sigma (Green Belt or higher)** is highly desirable. + Experience working with global stakeholders across geographies is a plus. + Willing to work in AR shifts (Monday to Friday 5:30pm to 3:30am)