[Hiring] Business Analyst @Foundever®

Role Description

Foundever's NSOS Operational Efficiency team is scaling its Bill-to-Pay (BTP) Margin Recovery initiative — a structured analytical programme that identifies where Gross Margin (GM) is being lost at the account level and turns those findings into operational actions that drive measurable GM improvement across the EMEA region.

We are hiring a Business Analyst to extend coverage across the EMEA portfolio, supporting our goal of reviewing 50 accounts by the end of H2 2026.

The core of the role is a repeatable four-step process:

• Build an optimal BTP baseline for each account using financial performance data.
• Diagnose the gaps between that baseline and actual operational results, quantifying the GM opportunity by root cause.
• Translate findings into clear, prioritized recommendations and hand them off to Operations or Account Management for execution.
• Track the evolution of each gap month-over-month to measure whether corrective actions are closing the performance shortfall.

You will not own the execution of corrective actions — that responsibility sits with Operations. Your role is to be the analytical engine behind the initiative: detecting, quantifying, communicating, and monitoring until each gap is resolved or escalated.

Qualifications

• 2–4 years of experience in business analysis, workforce management analytics, financial operations analysis, or a related field — ideally within a BPO, contact center, or outsourced services environment.
• Bachelor's degree in Business Administration, Industrial Engineering, Economics, Statistics, or a related discipline (or equivalent practical experience).
• Proven experience working with financial performance data (P&L, margin, cost of labour) and operational metrics to generate actionable insight.

Requirements

• Advanced Excel skills: structured analysis, financial modelling, pivot tables, formulas.
• Solid understanding of workforce management concepts: shrinkage (internal and external), AUX/activity codes, scheduling adherence, login compliance, billable vs. paid hours.
• Ability to work with WFM platform data exports (e.g. IEX) and account-level financial performance reports to build and validate BTP scenarios.
• Comfortable working with incomplete, inconsistent, or manually compiled source data — able to apply structured judgement to reconcile discrepancies and document assumptions.
• Strong analytical and root-cause-diagnosis mindset: able to move from a raw dataset to a clear, prioritized narrative about where margin is being lost and why.
• Excellent written and verbal communication in English; able to present complex financial and operational findings to non-technical stakeholders without requiring translation.
• Organized and accountable: comfortable managing a recurring portfolio of accounts on a fixed monthly cadence, with clear documentation of status and progress.
• Collaborative and assertive: able to work with Operations and Account Management to validate and land recommendations, without assuming ownership of their execution.
• Fluent English required (written and spoken) — primary language for all reporting and stakeholder communication.
• Additional French is a plus.

Benefits

• A central role in a EMEA COO-sponsored, high-visibility initiative with direct, measurable impact on EMEA Gross Margin performance.
• Exposure to senior cross-functional stakeholders across Operations, Account Management, and Finance.
• A structured methodology to work within, with scope to help shape the team's evolution toward data automation and scalable analytics.
• Career development within a growing analytics function at one of the world's leading customer experience companies.