Business Analyst (Bill to Pay) Margin Recovery

This role sits at the intersection of financial analysis, workforce management, and operational performance.
You will analyze account-level data to identify where gross margin is being lost and quantify the financial opportunity behind each gap.
Working across an EMEA portfolio, you will build Bill-to-Pay baselines and compare optimal scenarios with actual operational outcomes.
Your analysis will help uncover root causes such as absenteeism, non-productive time, scheduling issues, and billing inefficiencies.
You will turn complex findings into clear, prioritized recommendations for Operations and Account Management teams.
The role also involves monitoring performance over time and tracking whether corrective actions are closing identified gaps.
This is a high-visibility analytical position where structured thinking, financial insight, and clear stakeholder communication directly support measurable business outcomes.

• Experience: 2–4 years of experience in business analysis, workforce management analytics, financial operations analysis, or a related analytical discipline; experience in BPO, contact center, or outsourced services environments is preferred.

• Education: Bachelor's degree in Business Administration, Industrial Engineering, Economics, Statistics, or a related field, or equivalent practical experience.

• Financial Analysis: Demonstrated experience working with P&L, margin, labor-cost, and operational performance data to generate actionable business insights.

• Advanced Excel: Strong Excel capabilities, including structured analysis, financial modeling, pivot tables, formulas, and data reconciliation.

• Workforce Management: Solid understanding of concepts such as internal and external shrinkage, AUX/activity codes, scheduling adherence, login compliance, and billable versus paid hours.

• Data Analysis: Experience working with WFM platform exports, such as IEX, and account-level financial reports to construct and validate performance scenarios.

• Data Judgment: Comfortable working with incomplete, inconsistent, or manually compiled datasets and able to reconcile discrepancies, apply structured judgment, and document assumptions.

• Analytical Thinking: Strong root-cause analysis skills with the ability to transform raw datasets into clear, prioritized explanations of where margin is being lost and why.

• Communication: Excellent written and spoken English, with the ability to communicate financial and operational findings clearly to non-technical stakeholders.

• Organization: Strong organizational and accountability skills, with the ability to manage a recurring portfolio of accounts and maintain accurate documentation and progress tracking.

• Collaboration: Confident working with Operations, Account Management, and Finance teams to validate recommendations while maintaining clear ownership boundaries.

• Languages: Fluent English is required. Additional French language skills are a plus.