[Hiring] Senior Analyst, Finance @Qualfon

Role Description

The Operations Analyst is the day-to-day finance partner for an assigned portfolio of CES programs, clients, and sites. The role maintains a reliable financial view through gross margin and EBIT, ensures accurate and timely invoicing, explains performance using operational drivers, and gives operational leaders actionable insight. Analysts work as a pooled team under their regional Finance Business Partner, with assignments balanced for revenue, complexity, location, billing effort, and stakeholder needs.

Responsibilities

• Financial Management Through EBIT
  • Maintain program- and site-level actuals, forecasts, budgets, and outlooks for revenue, direct labor, delivery costs, site expenses, gross margin, and EBIT.
  • Support the monthly close by validating results, preparing or coordinating accrual and reclassification support, reconciling operational and financial data, and resolving queries and concerns with Accounting.
  • Explain gross-margin performance using measurable drivers such as volumes, price, mix, attendance, productivity, B2P, occupancy, wage rates, overtime, training, nesting, shrinkage, and other delivery inputs.
• Forecasting, Planning, and Scenario Analysis
  • Build driver-based forecasts and budget inputs for assigned programs and sites using approved financial and operational assumptions.
  • Refresh outlooks when client volumes, staffing inputs, pricing, wage rates, launch plans, or delivery conditions change materially.
  • Model scenarios and sensitivities that help operating leaders evaluate corrective actions and tradeoffs.
  • Flag unsupported assumptions, emerging trends, and potential forecast bias early to the Finance Business Partner and accountable operational leader.
  • Receive and financially translate approved workforce and capacity inputs from Workforce Management.
  • Reconcile workforce assumptions to financial forecasts and identify inconsistencies, missing drivers, or unexplained changes.
  • Challenge inputs when they do not align with financial results, contractual commitments, or observed operating trends.
  • Escalate unresolved gaps jointly to the Finance Business Partner and appropriate Workforce Management or operational leader.
• Operational Insight and Stakeholder Partnership
  • Deliver concise, decision-oriented analysis to program, site, and regional leaders; focus on root causes, financial impact, recommended action, and expected timing.
  • Prepare recurring program financial reviews and follow up on agreed actions until resolved or formally reforecast.
  • Connect financial performance to operational measures and identify opportunities to protect revenue, improve delivery efficiency, and expand gross margin.
  • Escalate material issues involving performance, data quality, contractual interpretation, billing, or control breakdowns.
• Client and Commercial Support
  • Maintain working knowledge of assigned contracts, pricing schedules, billing rules, minimum commitments, pass-through items, service changes, and relevant performance provisions.
  • Provide financial analysis for client discussions, change requests, renewals, program launches, remediation plans, and operational business cases.
• Invoicing and Revenue Assurance
  • Prepare or coordinate complete, accurate, and timely invoices for assigned programs in accordance with contract terms, approved pricing, and period cutoffs.
  • Reconcile billed amounts to operational source data and the financial outlook; document approvals, adjustments, credits, unbilled items, and exceptions.
  • Track invoice status, disputes, credits, and recurring root causes, partnering with the appropriate teams to accelerate resolution.
  • Maintain auditable invoicing workpapers and backup coverage for critical billing cycles.
• AI, Automation, and Data Responsibilities
  • Use standardized data models, dashboards, and automated workflows as the primary source for recurring analysis; identify manual processes suitable for improvement.
  • Partner with the Automation Analyst as the finance process owner: define requirements, test outputs, document exceptions, and confirm that controls and reconciliations remain effective.
  • Use AI-assisted tools for anomaly detection, variance exploration, forecasting support, and draft narratives while independently validating material conclusions against approved source data.
  • Develop reproducible analysis rather than one-time spreadsheets, with clear sources, assumptions, logic, ownership, and refresh cadence.

Qualifications

• Bachelor’s degree in finance, accounting, economics, business analytics, or a related field, or equivalent relevant experience.
• Typically 3–6 years of experience in FP&A, operational finance, commercial finance, accounting, revenue assurance, or business analytics.
• Demonstrated ability to build forecasts, reconcile financial and operational data, perform variance analysis, and communicate clear conclusions.
• Strong spreadsheet capability and working knowledge of business-intelligence tools; experience with automation, data transformation, or AI-assisted analysis preferred.
• Experience in BPO, contact center, outsourced services, or another labor-intensive service environment strongly preferred.
• Ability to manage multiple clients or programs, meet close and billing deadlines, and maintain accuracy under changing operating conditions.