Process Business Analysis (Customer Service Transformation / Separation)

Role Summary

We are seeking an experienced Business Analyst with solid analytics and process improvement skills to support Customer Service and Customer Experience operations. This role is a temporary, contingent assignment for a fixed duration of 12 months and extendable. The position focuses on delivering data-driven insights, process analysis, and operational improvements in a cross-functional environment.

Key Responsibilities

Support Customer Service flow separation analyzing processes to identify entanglement, inefficiencies, risks, and improvement.

Document business requirements, current-state processes, and pain points in collaboration with stakeholders.

Collect, analyze, and interpret operational data including SLAs, volumes, cycle times,

productivity, and cost drivers.

Develop and maintain dashboards, KPIs, and reports to support operational and management decision-making.

Perform root-cause analysis and translate analytical findings into transparent, actionable recommendations.

Support Lean and continuous improvement initiatives through analytics and execution tracking.





Partner with Digital, IT, and Data teams on analytics enablement, system enhancements, and automation initiatives.

Prepare executive-ready materials for governance reviews and stakeholder updates.

Required Qualifications

Education: Bachelor’s degree in Business, Engineering, Supply Chain, Analytics, or a related field.

Experience: 5–7 years of experience in Business Analysis, Analytics, Process Improvement, or Operations roles.

Required Skills

Robust analytical and problem-solving skills

Advanced Excel skills and experience with analytics or visualization tools (e.g., Power

BI, Tableau)

Experience working with operational KPIs and performance metrics

Ability to translate data into business insights and recommendations

Strong written and verbal communication skills in English

Preferred Skills

Lean or Six Sigma exposure

Process mapping tools (e.g., Visio)

Experience with enterprise systems such as SAP or CRM platforms

Experience supporting regional or global initiatives

📌 Process Business Analyst Mumbai (India)
🏢 Randstad
📍 India