Senior Manager, Business Analyst (Change & Transformation)

Position Objective:

• Define and translate business needs into clear and accurate user requirements for all digital enhancements, new products, and system-related issues within Operations.
• Oversee the User Acceptance Testing (UAT) process to ensure solutions are validated, fitforpurpose, and ready for deployment.
• Lead big-scale digital and process improvement projects, ensuring smooth execution and timely delivery within the Operations Division.
• Improve and standardize operational processes by identifying gaps, simplifying workflows, and driving consistent digital practices across channels.

Roles and Responsibilities:

Requirements Management

• Lead the gathering, validation, and documentation of user requirements for digital enhancements, new products, and system-related issues within the Operations Division.
• Ensure requirements are clear, accurate, prioritized, and aligned to business objectives.

UAT Governance & Execution

• Oversee end to end User Acceptance Testing (UAT), including planning, test scenario development, coordination of testers, defect management, and sign off.
• Ensure delivery of high-quality, fully validated solutions that meet operational needs.

Digital Project & Change Delivery

• Lead big-scale transformation initiatives involving system changes, workflow automation, and process improvements.
• Manage project timelines, risks, resources, and stakeholder expectations to ensure successful delivery.

Process Improvement & Standardization

• Analyze existing operational processes, identify inefficiencies, and propose improvements to enhance efficiency, accuracy, and scalability.
• Drive process harmonization across channels to ensure consistency and a unified operating model.

Stakeholder Engagement & Collaboration

• Work closely with Operations teams, Product, IT, vendors, and other stakeholders to ensure smooth coordination and issue resolution.
• Act as the key liaison between Operations and Digital/Technology teams.

Operational Problem-Solving

• Support resolution of production issues by providing analysis, clarifying requirements, and coordinating digital fixes.
• Ensure sustainable solutions that prevent repeat incidents.

Transformation Leadership

• Contribute to the Operations Transformation roadmap, introducing digital opportunities and process innovations.
• Provide thought leadership, coaching, and guidance to team members and stakeholders.

Change Management Leadership

• Act as a change champion to strengthen readiness for operational transformation.
• Partner with HR, Communications, and Business Leads to deliver change interventions and support business transition.
• Develop materials such as change impact assessments, communications, SOP updates, and training content

Minimum Job Requirements:

Education

• Bachelor's degree in Business, Operations Management, Information Systems, or related field.
• (Preferred) Master's degree or relevant professional certification (e.g., PMP, Lean Six Sigma).

Experience

• Minimum 8–10 years of working experience in Operations, Digital Transformation, Process Improvement, or related fields.
• Proven experience in managing system enhancements, writing user requirements, and coordinating with IT/digital teams.
• Strong experience in User Acceptance Testing (UAT) management and defect handling.
• Demonstrated ability to lead small to midscale projects from planning to execution.
• Experience in process optimisation, workflow redesign, or automation initiatives.

Skills & Competencies

• Strong analytical, problemsolving, and business process mapping skills.
• Good project management capabilities, including planning, stakeholder engagement, and risk management.
• Excellent communication skills with the ability to translate business needs into clear system requirements.
• Familiarity with digital tools, workflow systems, and operational platforms.
• Ability to work crossfunctionally and influence without authority.
• Strong attention to detail, with the ability to manage multiple tasks simultaneously.

Other Requirements

• Ability to work in a fastpaced environment with shifting priorities.
• A continuous improvement mindset and strong drive for operational excellence.