Business Analyst (Performance Management)

BillEase; Philippines; Hybrid; PHP 1,000,000 - 1,800,000; Full time

Job summary

BillEase is seeking a seasoned Operations professional for a hybrid role in Makati. You will own SOPs, governance, and performance reviews across sales teams, ensuring accurate procedures and timely corrective actions.

You will analyze trends, escalate issues, and drive continuous improvements using data-driven insights. A 4+ year background in sales operations or related fields is required.

Qualifications

• Bachelor’s degree in Business, Operations, Analytics, Engineering, or related field.
• 4+ years of experience in sales operations, QA, audit, process governance, or similar roles with 1–2 years leading operational reviews.
• Strong background in process analysis, root‑cause investigation, performance management, and operational controls.
• Experience reviewing actual process execution and case flows; identify gaps between documented procedures and practice.
• Comfortable with transaction-level data and defining metrics, calculations, and business logic.

Responsibilities

• Own and maintain SOPs, policies, process guides, and related documentation.
• Review procedures for accuracy and alignment with product, KPI, incentives, policies, and systems.
• Identify undocumented or inconsistent processes and formalize them.
• Communicate new policies effectively across the field.
• Monitor daily/weekly sales execution across roles; validate against system data.
• Analyze performance trends and identify early warning indicators.
• Conduct root‑cause analysis to distinguish people, process, system issues.
• Define corrective actions with owners, timelines, and success metrics.
• Assess targets, coverage, and processes; suggest adjustments.

Skills

Process governance

Root-cause analysis

Performance management

Operational controls

SOP writing

Data analysis

Education

Bachelor’s degree in Business/Operations/Analytics/Engineering

Tools

Google Workspace

SAP

CRM platforms

BI tools

Excel/Sheets

Job description

HYBRID in Makati 3x a week

Key Responsibilities

1. Process Governance & Documentation

• Own and maintain the sales network’s SOPs, policies, process guides, and related documentation.

• Conduct regular reviews to ensure procedures remain accurate and aligned with changes in products, KPIs, incentives, policies, and systems.

• Identify undocumented or inconsistent processes and work with process owners to formalize and improve them.

• Validate that newly introduced policies and procedures are properly communicated, understood, and consistently implemented across the field.

2. Performance Monitoring & Operational Review

• Monitor daily and weekly sales execution across Regional Managers, Area Supervisors, Sales Field Trainers, Sales Field Risk Officers, and Sales Associates.

• Validate reported performance against underlying system and transaction data to identify discrepancies and execution gaps.

• Analyze performance trends at store, agent, unit, and regional levels and identify early warning indicators before they impact overall targets.

• Conduct root‑cause analysis to distinguish whether performance issues are driven by people, process, system, coverage, or deployment.

• Partner with field leaders to define corrective actions, accountable owners, timelines, and success measures.

• Assess whether current targets, manpower allocation, coverage, and processes remain effective, and recommend adjustments when supported by data.

3. Case Management & Quality Compliance

• Monitor the end‑to‑end lifecycle of operational cases, from creation and assignment through resolution, impact assessment, and closure.

• Review adherence to case SLAs, classification standards, documentation requirements, decision quality, and supporting evidence.

• Perform quality checks on completed cases and initiate rework where classifications, decisions, or documentation do not meet standards.

• Track aging, untouched, overdue, and recurring cases and ensure appropriate escalation and resolution.

• Prepare regular compliance and turnaround‑time reports by Regional Manager and relevant field leadership levels.

4. Operational Audit & Controls

• Conduct reviews to verify the accuracy, completeness, and reliability of field‑submitted information.

• Identify potential control weaknesses, policy breaches, irregular transactions, inaccurate records, or other operational red flags.

• Escalate suspected fraud, regulatory concerns, and significant compliance issues through the appropriate governance channels.

• Maintain complete audit documentation, including findings, risk assessment, corrective actions, accountable owners, deadlines, and validation results.

5. Escalation & Operational Risk Monitoring

• Proactively identify operational triggers requiring management attention and elevate them within the established turnaround time.

• Monitor indicators such as SLA breaches, case backlogs, sudden performance declines, manpower or tagging inconsistencies, policy non‑compliance, suspected fraud, and unresolved merchant or partner concerns.

• Provide fact‑based escalation reports covering the issue, timing, impact, accountable owner, actions taken, and decision or support required.

• Escalate critical or unresolved issues directly to senior Sales Network leadership in accordance with the escalation framework.

• Maintain objectivity and confidentiality when handling sensitive operational findings.

6. Reporting & Continuous Improvement

• Develop and deliver recurring daily, weekly, and monthly performance reports and management review materials.

• Analyze recurring defects, process deviations, operational trends, and training needs to identify opportunities for improvement.

• Work with Sales Field Trainers and process owners to address identified capability or process gaps.

• Recommend enhancements to workflows, tools, reports, systems, and controls based on operational data.

• Support implementation of approved improvements and measure whether changes deliver sustained results.

Who We're Looking For

• Bachelor’s degree in Business, Operations, Analytics, Engineering, or a related field.

• 4+ years of experience in sales operations, quality assurance, audit, process governance, business analysis, operations control, or a similar function, with at least 1–2 years leading or owning operational reviews.

• Strong background in process analysis, root‑cause investigation, performance management, and operational controls.

• Experience reviewing actual process execution and case flows, including identifying gaps between documented procedures and what happens in practice.

• Comfortable working with transaction‑level or operational data and defining metrics, calculations, and business logic—not simply interpreting existing dashboards.

• Experience with process review or process mining is highly preferred.

• Strong judgment and confidence to challenge findings and engage with senior field stakeholders while maintaining productive working relationships.

• Excellent written and verbal communication skills, with the ability to create clear SOPs, analysis, findings reports, and action plans.

• Proficient in Google Workspace, spreadsheets, reporting/BI tools, and operational systems such as SAP, CRM platforms, and field reporting tools.

• Highly objective, discreet, and detail‑oriented, with the ability to handle sensitive findings professionally and impartially.

• Strong ownership mindset with the ability to follow issues from identification → root cause → corrective action → validation of results.