Main Duties:
Lead and manage the Business Analysis team to drive excellence in requirements engineering, process optimization, dashboard development, data analysis, and solution design across all verticals. Responsible for establishing BA standards, methodologies, and best practices while ensuring high-quality delivery across all projects. Serve as the primary BA stakeholder for executive leadership and strategic initiatives.
Responsibilities:
A. Business Analytics & BI Delivery
- Define and implement data governance standards — naming conventions, KPI definitions, version control, and access management.
- Ensure on-time delivery of dashboards and reports from the Business Analysis team to Operations across all verticals.
- Quality control data outputs: ensure accuracy and consistency of KPIs and metrics.
- Handle ad-hoc data requests from all verticals and deploy automated reports and alert systems for daily operations
- Define and implement BA methodology, frameworks, and standards across the organization
- Establish and maintain templates, tools, and best practices for requirements gathering and documentation
B. Quality Performance Framework
- Design and maintain the Operations Quality Framework, defining key reliability, SLA, and quality metrics (OTR, cancel rate, rework rate, etc.).
- Develop automated quality-tracking dashboards and alert systems that surface anomalies or SLA deviations in real time.
- Coordinate with Ops and CS teams to identify root causes of quality gaps and monitor CAPA (Corrective and Preventive Actions) implementation.
- Integrate QA/LPA results and CS feedback into the dashboard ecosystem for end-to-end visibility of operational health.
C. Insight Generation & Continuous Optimization
- Analyze trends, deviations, and emerging issues across verticals; deliver data-driven insights that guide improvement priorities.
- Collaborate with the Process Improvement Lead to quantify project impact (e.g., time savings, SLA uplift, cost reduction).
- Develop and publish weekly/monthly performance reports summarizing progress, risks, and opportunities for leadership.
- Build predictive or diagnostic dashboards to anticipate risks and proactively suggest corrective measures.
D. Operations Execution & Cross-functional Collaboration
- Work closely with Product, Data, and Finance teams to align business logic and data flow from source systems.
- Act as primary liaison with Vertical Managers to design and institutionalize the KPI hierarchy (company → vertical → team → city).
- Coach and upskill operational teams in data literacy, dashboard usage, and KPI interpretation.
- Serve as a subject matter expert on data visualization, BI tools, and quality performance measurement across Operations.
E. Management & Development
- Lead, mentor, and develop a team of Business Analysts.
- Conduct performance reviews, set career development plans, and manage team capacity.
- Manage team capacity, workload balancing, and task allocation.
- Build team culture, motivation, and engagement to retain talent.
Requirements:
- Bachelor's degree in Logistics, Supply Chain Management, Business Administration, Data Science or related fields.
- At least 5 years of experience in Business Analysis and Operations, with 3+ years in team management
- Experience in fast-paced environment (ride-hailing, e-commerce, logistics).
- Strong understanding of data architecture, ETL pipelines, and data governance.
- Proficient in Power BI, SQL, Excel — hands-on capability required.
- Familiar with operational metrics (SLA, OTR, ETA, CPA, efficiency, CSAT) and quality frameworks.
- Proficiency in Excel/Google Sheets, strong analytical and problem-solving skills.
- Leadership qualities with ability to motivate and develop team members.
- Self-starter with proactive mindset — work independently with minimal direction.
