Oil And Gas-Jobs in Malaysia

We are representing a well-established BPO dedicated to delivering high-quality support and strategic services across various business units in the banking and financial services sector.

1. Analyze key performance metrics (e.g., AHT, SLA, FCR, NPS) to identify trends, variances, and areas for improvement.
2. Design, develop, and automate dashboards and MIS reports to support operational and management decision-making.
3. Manage regular and ad-hoc reporting requests for various stakeholders, including senior leadership.
4. Use data-driven insights to identify process gaps and drive operational efficiency.
5. Map and evaluate current workflows to optimize performance and streamline operations.
6. Support change initiatives through documentation, impact analysis, and training activities.
7. Gather, analyze, and document business requirements for system enhancements or new initiatives.
8. Collaborate cross-functionally with IT, operations, and other departments to achieve project objectives.
9. Contribute to project planning, tracking, execution, and post-implementation reviews.
10. Conduct gap analyses and assess risks associated with process or system changes.
11. Serve as a liaison among business units, IT teams, and operations to ensure alignment on deliverables.
12. Provide actionable insights and recommendations during management reviews and strategic sessions.

1. Bachelor's degree in Business, Information Systems, Statistics, or related field.
2. Experience in BPO, Call Center, or Shared Services environment is a plus.
3. At least 3 years of experience in a Business Analysis role.
4. Proven experience in MIS reporting, business analysis, or process improvement.
5. Proficient in data visualization tools (e.g., Power BI, Tableau), Excel, and SQL.
6. Strong analytical, communication, and stakeholder management skills.
7. Ability to manage multiple priorities in a fast-paced environment.

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