**Senior Business Analyst – BPO & AI Automation (12+ Years Experience)** **About the Role** The Senior Business Analyst will play a pivotal role in transforming business operations through data‑driven insights, process optimization, and AI‑enabled automation. This position is ideal for someone who combines deep BPO domain expertise with a strong understanding of emerging automation technologies, including AI, ML, and intelligent workflow orchestration. **Key Responsibilities** **Business Analysis & Process Excellence** + Lead end‑to‑end analysis of business processes across BPO functions such as customer service, finance & accounting, HR operations, and back‑office workflows. + Identify gaps, inefficiencies, and opportunities for optimization using Lean, Six Sigma, and industry best practices. + Translate business needs into clear functional and technical requirements for cross‑functional teams. + Develop business cases, ROI models, and feasibility assessments for transformation initiatives. **AI‑Driven Automation & Digital Transformation** + Partner with automation teams to design and implement AI‑powered solutions such as intelligent document processing, conversational AI, predictive analytics, and workflow automation. + Evaluate and recommend automation tools (RPA, low‑code platforms, AI/ML frameworks) based on business needs. + Support the creation of automation roadmaps and digital transformation strategies. + Collaborate with data science and engineering teams to ensure successful deployment and scaling of AI solutions. **Stakeholder Management & Communication** + Act as a strategic advisor to business leaders, presenting insights, solution options, and transformation recommendations. + Facilitate workshops, requirement‑gathering sessions, and cross‑functional discussions. + Manage expectations, timelines, and deliverables across multiple stakeholders and project teams. **Documentation & Governance** + Create BRDs, FRDs, user stories, process maps, SOPs, and test cases. + Ensure compliance with organizational standards, data governance, and regulatory requirements. + Support UAT planning, execution, and sign‑off. **Required Skills & Experience** + 12+ years of experience as a Business Analyst, preferably in BPO, shared services, or global operations. + Strong understanding of BPO processes, SLAs, KPIs, and operational metrics. + Hands‑on experience with automation technologies (RPA, AI/ML, NLP, IDP, chatbots). + Proficiency in tools such as Visio, Jira, Confluence, Power BI, and process‑mapping platforms. + Excellent analytical, problem‑solving, and communication skills. + Ability to work with cross‑functional teams in fast‑paced, transformation‑driven environments. **Preferred Qualifications** + Certifications: Lean Six Sigma, CBAP, CCBA, PMP, or equivalent. + Experience working with automation platforms like UiPath, Automation Anywhere, Power Automate, or similar. + Exposure to cloud platforms (Azure, AWS, GCP) and data analytics tools. + Experience in designing or supporting AI‑driven solutions in operational environments. **What You Bring** + A strategic mindset with the ability to convert business challenges into scalable digital solutions. + A passion for innovation, automation, and continuous improvement. + Strong stakeholder influence and the ability to drive change across global teams. **Working Hours:12 pm to 10 pm IST**