Defines the areas of responsibility and expected contributions of the position.
Also indicate typical amount of time spent (%) for a particular area of responsibility.
Business Analyst

Requirements Gathering: Lead in collaborating with stakeholders to elicit, analyze, and document business requirements for projects, ensuring validation and completeness before passing to Product team (Integration and Analytics Team)
Business Process Analysis: Evaluating existing business processes, identifying gaps, and proposing improvements to enhance efficiency and effectiveness.
Data Analysis: Analyze data to identify trends, patterns, and present insights to management on business decisions and strategies.
Documentation: Creating and maintaining clear and concise documentation, including user stories, use cases, and process flows.
Risk Assessment: Identifying potential risks and constraints associated with proposed solutions and suggesting risk mitigation strategies.
Work closely with the relevant stakeholder (middle-management) for resource allocation and project timeline.
Stakeholder Communication: Facilitating communication between business and technical teams, especially team leaders, to ensure a shared understanding of requirements.
User Acceptance Testing (UAT): Drive the effective collaborating with end-users to define test cases and conducting UAT to ensure the developed solution meets business needs.
Change Management: Assisting in the planning and execution of change management activities to ensure smooth adoption of new solutions.
Continuous Learning: Keeping up with industry trends, best practices, and emerging technologies that could impact business processes.

Service Management
Service Strategy: Developing and implementing a service delivery strategy aligned with business goals and customer needs.
Team Leadership: Managing and leading service delivery teams, including hiring, training, performance evaluation, and fostering a positive work culture.
Client Relationships: Building and maintaining relationships with clients (internal), understanding their requirements, and ensuring customer satisfaction.
Operational Efficiency: Overseeing efficient service delivery processes, workflows, and resource allocation.
Quality Assurance: Ensuring high-quality service delivery through monitoring, metrics, and continuous improvement initiatives.
Risk Management: Identifying potential risks and implementing mitigation strategies to prevent disruptions in service.
Budget Management: Managing the budget for service delivery operations, optimizing costs while maintaining service quality.
Performance Metrics: Defining and tracking key performance indicators (KPIs) to measure the effectiveness of service delivery, especially compliance to SLA.
Continuous Improvement: Identifying areas for improvement and implementing best practices to enhance service delivery processes.
Stakeholder Communication: Communicating with stakeholders, both internal and external, to provide updates, resolve issues, and align on objectives.

Education & Certifications
Bachelor/Master degree in Business Management
Certification in ITIL, Agile/Scrum
Experience
At least 7 years in service management and 4 years in business analyst, especially in supply chain and logistic domain, or e-commerce and/or market place
System integration and UI/UX in advantageous
Project Management experience is added
Requirements Analysis: Extensive experience in gathering, analyzing, and documenting business requirements, translating them into actionable solutions.
Domain Knowledge: Relevant industry experience or domain expertise that enables a deep understanding of business processes, challenges, and opportunities.
Management Experience: Significant experience in managing service delivery teams, with a track record of leading, coaching, and developing teams to achieve operational excellence.
Service Delivery Experience: Experience in overseeing service delivery operations, including managing client relationships, optimizing processes, and ensuring service quality.
Strategic Leadership: Demonstrated experience in developing and executing service delivery strategies that align with business objectives and drive customer satisfaction.
Budget Management: Experience in managing budgets, resource allocation, and cost optimization while maintaining service standards.
Stakeholder Management: Proven ability to build and maintain relationships with clients, internal stakeholders, and cross-functional teams.
Crisis Management: Experience in handling critical incidents and crisis situations, ensuring minimal disruption to service and quick resolution.
Change Management: Experience in leading teams through organizational changes, process improvements, and technology implementations.

Knowledge
Understanding of service delivery methodologies, such as ITIL or Agile, and their practical implementation.
Knowledge of industry best practices for managing service delivery operations.
Familiarity with customer relationship management and client retention strategies.
Business acumen and understanding of how service delivery impacts overall business goals.
Knowledge of budgeting, resource allocation, and cost optimization techniques
Understanding of business analysis methodologies, tools, and frameworks.
Familiarity with the software development life cycle (SDLC) and project management concepts.
Industry knowledge related to the business domain in which they operate (e.g., finance, healthcare, e-commerce).
Knowledge of data analysis techniques and visualization tools.

Abilities
Ability to translate business requirements into actionable solutions and recommendations.
Capacity to work collaboratively with cross-functional teams to drive projects forward.
Skill in identifying opportunities for process improvement and innovation.
Ability to manage multiple tasks and priorities effectively.
Adaptability to changing project scopes and evolving business needs.
Ability to develop and execute a comprehensive service delivery strategy.
Capacity to navigate high-pressure situations and maintain composure under stress.
Ability to foster a collaborative and positive work environment.
Skill in negotiating contracts, agreements, and service level agreements (SLAs).
* Ability to align service delivery efforts with business objectives and customer expectations.

Joanna Tham Pooi Kwan EA License No.: 02C3423 Personnel Registration No.: R1985398

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