Operations Business Analyst

The Business Analyst supports the Customer Care Exchange team as a hands-on analyst and Subject Matter Expert (SME). The role sits between Operations, Product, Automation and the Customer Care leaders. It supports IPA and GFax processes, finds and fixes process gaps, builds team knowledge through training and PKTs (Process Knowledge Tests), and uses AI and low code tools such as Claude, Slack AI, Agentforce and Microsoft Power Apps to automate workflows where it makes sense. The role also gives regular SME help to CSAs and other BAs and takes an active part in day to day customer escalations. The individual works across Product, Customer Care, Automation, Technology and GHX India Responsibilities IPA and GFax Support & Team Upskilling: Provide day-to-day support on IPA and GFax cases, issues and questions raised by Customer Care teams. Work with product teams to understand releases, changes and fixes, and upskill self first and then the wider team Process Gap Identification & Improvement: Review how work is handled to find process gaps, repeat issues and avoidable effort, and map current state and future state processes. Run root cause analysis (5 Whys, Fishbone, Pareto), define corrective and preventive actions, and track whether they worked. Give leaders clear training and enhancement inputs covering the gap, the impact and a suggested fix. Check processes against compliance and data privacy requirements. Cross-Functional Collaboration & Customer Resolution: Work closely with product teams, other departments and CX functions to support customers and reach resolutions, acting as the link between Customer Care, Product, Automation and Technology. Raise enhancement requests and customer issue trends with Product or IT, and follow up until closed. Keep Customer Care teams updated on known issues, workarounds and status. AI & Workflow Automation: Use Claude, Slack AI, Agentforce and Microsoft Power Apps to find manual or repetitive work and automate workflows as and when needed. Own the process side of tool changes, such as Salesforce macros, templates and automation rules, and evaluate tools to recommend the best option. Check that each automation saves time or improves quality, and improve it based on use. Automation Team Collaboration & Change Delivery: Work with the Automation team and give inputs on relevant automation projects, including use cases, requirements, exceptions and acceptance criteria, in a BRD or FRD where needed. Plan and run UAT, and assess the risks, dependencies and business impact of changes. Create plans, timelines and milestones, run rollout communication, give regular status updates and track results after go live. QA Audits, Process Audits & PKTs: Work closely with the current BA team on QA audits and process audits, review audit rubrics and calibrate with team leaders and supervisors. Create and implement PKTs (Process Knowledge Tests) to check how well the team understands key processes.