Senior Business Analyst

\ Position Description \

Senior Business Analyst

Position Title

Senior Business Analyst

Reports To

GM Operations – Manila (Kareem Soliman)

Department

Manila Operations

Location

Manila, Philippines

Employment Type

Full-Time

Date Created

March 2026

\ Purpose of the Role \

The Senior Business Analyst is responsible for gathering and documenting business requirements, analysing operational data, and providing actionable insights that drive decision-making across Manila Operations. This role bridges the gap between business stakeholders and operational delivery, translating strategic objectives into clearly defined requirements, process designs, and data-driven recommendations. The Senior Business Analyst plays a central role in building the analytical and reporting capability of the Manila operation.

\ Context \

The Manila operation services multiple Wilson Group business units across Australia, New Zealand, and Singapore, each with distinct processes, systems, and reporting requirements. As the operation has grown, there has been limited analytical support to identify trends, quantify opportunities, and provide the evidence base for operational improvements. Stakeholder confidence in the Manila team depends on the ability to demonstrate value through transparent reporting, clear communication, and data-backed recommendations. This role will establish the business analysis function within Manila Operations, creating the reporting frameworks, dashboards, and analytical practices needed to support informed decision-making. The Senior Business Analyst will ensure Wilson Group has full visibility and control over its operational data and performance metrics.

\ Key Responsibilities \

Requirements Gathering & Documentation

• Gather and document business requirements from onshore and Manila-based stakeholders using structured techniques (workshops, interviews, document analysis).
• Translate business needs into functional specifications, user stories, and process documentation.
• Ensure requirements are clearly defined, achievable, and aligned with operational and strategic objectives.
• Manage requirements traceability to ensure deliverables remain connected to original business needs throughout project lifecycles.
• Analyse operational data to identify trends, patterns, anomalies, and opportunities for improvement across all Manila business units.
• Develop business cases and feasibility assessments to support proposed initiatives and investments.
• Conduct root-cause analysis on operational issues, SLA breaches, and performance variances.
• Provide ad-hoc analytical support to the GM Operations and senior leadership on strategic questions.
• Design, build, and maintain operational dashboards and reporting suites that provide real-time visibility on key performance metrics.
• Establish standardised reporting cadences (daily, weekly, monthly) aligned to business unit and leadership requirements.
• Ensure data integrity, consistency, and accuracy across all reporting outputs.
• Provide actionable insights through reporting, moving beyond data presentation to interpretation and recommendation.
• Map current-state processes and design future-state solutions that drive efficiency, quality, and scalability.
• Support process improvement initiatives by providing analytical underpinning, impact analysis, and benefits quantification.
• Partner with the Senior Project Manager to ensure analytical workstreams are integrated into broader project plans.
• Support user acceptance testing (UAT) for new systems, processes, and tools being implemented across the Manila operation.
• Contribute to change management activities by providing documentation, training materials, and impact assessments.
• Facilitate stakeholder understanding and adoption of new processes and reporting tools.

Data Analysis & Insights

Reporting & Dashboards

Process Mapping & Improvement

Change Management & UAT Support

\ Key Relationships \

Stakeholder

Nature of Relationship

GM Operations – Manila

Direct report; strategic direction, priority setting, and performance management.

Onshore Business Unit Leads

Requirements gathering, reporting, and data-driven insights to support service delivery.

Business Unit Operations Managers

Collaborative partnership to understand operational data needs, performance drivers, finance reporting, and shared services metrics.

Senior Support Managers

Peer collaboration on workforce analytics, project data, and training effectiveness measurement.

Team Managers

Data collection, validation, and feedback on operational performance.

\ Key Performance Indicators \

• Quality and timeliness of requirements documentation and stakeholder sign-off.
• Accuracy and reliability of reporting and dashboards.
• Stakeholder satisfaction with analytical outputs and insights provided.
• Number of data-driven recommendations accepted and implemented by senior leadership.
• Contribution to measurable process improvements (efficiency gains, cost reductions, quality improvements).
• Successful delivery of UAT and change management support for operational initiatives.
• Reduction in ad-hoc data requests through proactive reporting and self-service dashboards.
• Minimum 5 years' experience as a Business Analyst, with at least 2 years in a senior or lead capacity.
• Demonstrated experience in business analysis within a BPO, shared services, or operational environment.
• Strong data analysis and visualisation skills using tools such as Excel (advanced), Power BI, Tableau, or equivalent.
• Proven experience in requirements gathering, process mapping (BPMN, Visio, Lucidchart), and documentation.
• Excellent communication skills with the ability to translate complex data into clear, non-technical recommendations.
• Experience working with cross-functional and geographically distributed teams.
• Bachelor's degree in Business, Information Systems, Data Analytics, or a related discipline.
• Business analysis certification (e.g., CBAP, CCBA, or equivalent).
• Experience building reporting and analytics capability within a growing operation.
• SQL proficiency or experience with database querying.
• Familiarity with process improvement methodologies (Lean, Six Sigma).
• Understanding of the Australian and New Zealand business context.
• Experience working within a shared services or managed services environment.

\ Qualifications & Experience \

Essential

Desirable

\ Key Competencies \

Analytical Rigour: Systematic approach to data analysis, ensuring accuracy, objectivity, and thoroughness in all outputs.

Business Acumen: Understanding of how operational data connects to business outcomes, cost drivers, and strategic priorities.

Communication: Ability to present complex information clearly and persuasively to both technical and non-technical audiences.

Stakeholder Management: Skilled at managing competing requirements from multiple business units and building consensus.

Problem Solving: Proactive identification of issues and opportunities through data, with practical, actionable recommendations.

Cultural Awareness: Understanding of Philippines workplace culture and the dynamics of working within a multi-geography operational model.