Goodwill Payments BA: Ops Improvement & Governance

Adecco Colombia S.A.; Welwyn Garden City; Hybrid; GBP 96,000 - 126,000; Full time

Job summary

Pontoon is seeking an experienced Business Analyst to lead a strategic review of goodwill payments within our Customer Care operation. With approximately £6 million spent annually on goodwill payments, this role offers an opportunity to enhance process control, reduce unnecessary spend, and improve consistency in payment management.

The Goodwill Payments Business Analyst will engage senior stakeholders, map processes, and develop governance and reporting frameworks to deliver tangible financial

Qualifications

• Proven experience as a Business Analyst in complex operational settings.
• Strong analytical skills with the ability to interrogate complex datasets and develop actionable recommendations.
• Experience in analysing operational performance data to identify trends and improvement opportunities.
• Proficiency in process mapping and root cause analysis.

Responsibilities

• Analyse multiple data sources to identify trends, patterns and root causes related to goodwill payments.
• Identify opportunities to minimise unnecessary payment activities while improving adherence to processes.
• Map end-to-end Customer Care processes to pinpoint control weaknesses and inconsistencies.
• Assess repeat claims and duplicate payments to uncover financial leakage.
• Develop actionable recommendations to bolster governance, monitoring, reporting and compliance.
• Collaborate with operational and leadership teams to translate insights into practical improvements.
• Define future requirements for enhanced payment coding and categorisation.
• Create improved management information and reporting frameworks.
• Explore feedback mechanisms to learn from payment activities and elevate customer outcomes.
• Identify opportunities for training, coaching, and improved decision-making.
• Support a sustainable approach to managing goodwill payments beyond the project duration.

Skills

Business analysis

Data analysis

Stakeholder management

Process mapping

Root cause analysis

Problem solving

Job description

Pontoon is seeking an experienced Business Analyst to lead a strategic review of goodwill payments within our Customer Care operation. With approximately £6 million spent annually on goodwill payments, this role offers an opportunity to enhance process control, reduce unnecessary spend, and improve consistency in payment management.

The Goodwill Payments Business Analyst will engage senior stakeholders, map processes, and develop governance and reporting frameworks to deliver tangible financial