Associate Business Analyst

SEEK; Philippines; On-site; PHP 3,135,000 - 4,389,000; Full time

Job summary

SEEK is seeking an APAC Service Associate Business Analyst to join the Quality and Continuous Improvement Team within APAC Customer Service. You will translate complex customer requirements into practical solutions and support process design across multiple markets and time zones.

You're curious, analytical and energized by making things work better, with strong stakeholder engagement and experience in service operations.

Qualifications

• Demonstrated analytical and problem-solving skills, with the ability to interpret complex data and translate findings into clear, practical recommendations
• Demonstrated experience in business analysis, process design or a related field, ideally within a customer service or service operations environment
• Excellent written and verbal communication skills, with the ability to present complex information clearly and adapt style for different audiences and seniority levels
• Demonstrated stakeholder engagement skills, with the ability to build effective working relationships and communicate clearly with colleagues and stakeholders at varying levels across cross-cultural teams
• A genuine commitment to customer and employee experience, with the ability to advocate for both in everything you do
• An APAC-first mindset, with an appreciation for regional diversity and the ability to design solutions that work across multiple markets
• Comfort working in a fast-paced, evolving environment where priorities can shift and adaptability is essential
• A willingness to learn and adapt as tools, processes and priorities evolve, and an openness to feedback and guidance as you develop in the role

Responsibilities

• Gather, analyse and document business requirements from stakeholders across APAC Customer Service
• Contribute to current-state analysis to identify gaps and opportunities for improvement
• Assist in developing evidence-based business cases and solution recommendations aligned to business and customer needs
• Design, map and document new and existing processes aligned to the APAC Service Design Principles
• Review and adapt processes to reflect changes in business priorities, customer demand or technology
• Contribute to user acceptance testing (UAT) to validate outcomes before go-live
• Analyse service performance data and customer demand insights to identify trends and improvement opportunities
• Present findings and recommendations clearly, tailoring communication to your audience
• Connect quality audit insights to meaningful process and service improvements
• Build effective working relationships across APAC Customer Service, Sales and Customer Technology teams
• Support workshops and requirements-gathering activities across multiple markets and time zones
• Communicate progress clearly, flagging risks or blockers to the team in a timely manner

Skills

Analytical thinking

Business analysis

Stakeholder engagement

Communication skills

Cross-cultural collaboration

Tools

Salesforce

Genesys PureCloud

Mitel

Jira

Power BI

Job description

Connecting your potential with possibility at SEEK

At SEEK, we work with heart. Our purpose is to help people live more fulfilling and productive working lives and help organisations succeed. We make a positive impact on a truly global scale and our world-class technology solutions connect more people to relevant employment and education opportunities. The work we do impacts people’s lives when it matters.

We value and celebrate the diversity of our employees who rise to the challenge to contribute to the success of our organisation. It’s a fast-paced and supportive environment where everyone is passionate about our common purpose and where our people can create enriching and exciting careers. Our future potential is your opportunity.

‘Our SEEK’

At SEEK our biggest asset is our people, and we are proud of our community of valued, talented and diverse individuals who really know their stuff. Our culture statement, Our SEEK, is all about what makes SEEK unique and a little bit different. Our SEEK clearly outlines the Principles and the Behaviours of our best people, which include:

• Passion: we are passionate about SEEK, our purpose, our customers and our community
• Team: we care about each other and collaborate to achieve together
• Delivery: we execute with excellence and achieve great results
• Future: we think and act for the long term

Job Description

The Team

This role sits within the Quality and Continuous Improvement Team, which is part of the APAC Customer Service department. The team exists to drive service standards, lead process improvement and ensure that insights generated from customer demand are learned from and acted upon. Made up of individual contributors, the team operates across a range of functions including quality assurance, knowledge management, and process improvement - each playing an important role in improving the experience of both our customers and our team members.

The Role

As an APAC Service Associate Business Analyst, you'll play a key part in shaping how our Customer Service teams across the APAC region operate and improve. Working within the Quality and Continuous Improvement Team, you'll bridge the gap between customer insights and business outcomes — translating complex requirements into clear, practical solutions. It's a role for someone who's curious, analytical and energised by making things work better.

Business Analysis & Requirements

• Gather, analyse and document business requirements from stakeholders across APAC Customer Service
• Contribute to current-state analysis to identify gaps and opportunities for improvement
• Assist in developing evidence-based business cases and solution recommendations aligned to business and customer needs

Process Design & Improvement

• Design, map and document new and existing processes aligned to the APAC Service Design Principles
• Review and adapt processes to reflect changes in business priorities, customer demand or technology
• Contribute to user acceptance testing (UAT) to validate outcomes before go-live

Performance Reporting & Insights

• Analyse service performance data and customer demand insights to identify trends and improvement opportunities
• Present findings and recommendations clearly, tailoring communication to your audience
• Connect quality audit insights to meaningful process and service improvements

Stakeholder Engagement & Project Support

• Build effective working relationships across APAC Customer Service, Sales and Customer Technology teams
• Support workshops and requirements-gathering activities across multiple markets and time zones
• Communicate progress clearly, flagging risks or blockers to the team in a timely manner

Qualifications

• Demonstrated analytical and problem-solving skills, with the ability to interpret complex data and translate findings into clear, practical recommendations
• Demonstrated experience in business analysis, process design or a related field, ideally within a customer service or service operations environment
• Excellent written and verbal communication skills, with the ability to present complex information clearly and adapt style for different audiences and seniority levels
• Demonstrated stakeholder engagement skills, with the ability to build effective working relationships and communicate clearly with colleagues and stakeholders at varying levels across cross-cultural teams
• A genuine commitment to customer and employee experience, with the ability to advocate for both in everything you do
• An APAC-first mindset, with an appreciation for regional diversity and the ability to design solutions that work across multiple markets
• Comfort working in a fast-paced, evolving environment where priorities can shift and adaptability is essential
• A willingness to learn and adapt as tools, processes and priorities evolve, and an openness to feedback and guidance as you develop in the role

Other Qualifications, Skills, and Experience

• Familiarity with service platforms such as Salesforce, Genesys PureCloud and Mitel is preferred
• Proficiency in Miro for process mapping and collaborative working sessions, and familiarity with Jira and an awareness of agile BA methodologies
• Familiarity with Power BI for reporting and data visualisation is desirable

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