Business Process Analyst

Thomson Reuters; Manila; Hybrid; PHP 900,000 - 1,300,000; Full time

Benefits offered by this job

Hybrid Work Model

Flexible work policies

Mental Health Days

Headspace access

Tuition reimbursement

Job summary

Thomson Reuters in Manila is seeking a Business Process Analyst to lead project delivery and process improvement across internal operations and client engagements, from planning to rollout. You will train teams, document processes, and partner with stakeholders to deliver measurable, customer-focused improvements.

Responsibilities include managing project lifecycles, identifying risks and dependencies, driving efficiency and automation, and maintaining clear process documentation.

Qualifications

• Project planning, execution, tracking and delivery.
• Process analysis to identify bottlenecks and improvements.
• Clear communication with diverse stakeholders.
• Understanding systems, automation and data flows.
• Accountability and timely follow-up.
• Ability to learn new tools quickly.
• Data-driven problem solving.

Responsibilities

• Defines and implements project plans aligned with business objectives.
• Manages project lifecycle from initiation to closure.
• Tracks milestones, scope, risks and dependencies.
• Drives efficiency and automation across operations.
• Documents processes and creates training materials.
• Supports implementation and production testing.

Skills

Project Management

Process Analysis

Communication

Stakeholder Management

Technical Acumen

Responsiveness

Problem Solving

Agility/Adaptability

Tools

Salesforce Service Cloud

Job description

Business Process Analyst | Operations Customer Service & Support

Job Description

This role leads project delivery and process improvement across internal operations and client engagements, from planning and milestones through production testing and rollout. You will also train and support operational teams, document processes, and partner with business stakeholders to deliver measurable, customer-focused improvements.

Key Responsibilities

• Contributes to, defines, and implements comprehensive project plans, ensuring alignment with business objectives.
• Manages key stages of the project lifecycle from initiation through closure.
• Agrees to and delivers against key project milestones and commitments.
• Identifies, tracks, and manages project issues, dependencies, and risks proactively.
• Manages overall project deadlines and actively monitors scope creep.
• Delivers measurable benefits as per area of ownership, within approved plans.
• Identifies project support requirements and enables progression toward confirmed delivery.
• Identifies, develops, and implements process improvements to support internal operations and client engagements.
• Contributes to securing new assignments and growth opportunities for staff.
• Analyzes and streamlines business processes with business partners, identifying opportunities for efficiency and automation.
• Designs and implements process enhancements.
• Enhances forms and workflows to improve user experience for both internal teams and external customers.
• Validates system enhancements and conducts production testing to ensure quality and customer impact.
• Provides comprehensive training and process documentation to operational teams to improve understanding and system adoption.
• Conducts regular Q&A sessions with operational teams and leadership to address questions and share best practices.
• Partners with managers on organizational changes, system updates, and process modifications affecting their teams.
• Responds promptly to questions and requests, maintaining strong communication and support.
• Creates and maintains detailed process documentation and technical reference materials.
• Adopts and evaluates new tools and technologies to drive process improvement and operational efficiency.
• Demonstrates agility in learning new systems and tools, applying them quickly to solve business problems.
• Solicits and incorporates feedback from stakeholders, agents, and team members to refine processes.
• Challenges legacy processes and recommends data-driven improvements.
• Collaborates closely with business partners and stakeholders on daily operations and strategic initiatives.
• Maintains a customer-centric mindset, ensuring process improvements enhance both internal operations and external customer experience.
• Acts as a subject matter expert and trusted advisor to internal clients and operational teams.
• Identifies data flow issues and root causes, coordinating across teams for resolution.

Required Qualifications

• Project Management: Planning, execution, tracking, and delivery.
• Process Analysis & Improvement: Identifying bottlenecks and implementing solutions.
• Communication & Stakeholder Management: Clear articulation to diverse audiences.
• Technical Acumen: Understanding of systems, automation, and data flows.
• Responsiveness & Accountability: Timely follow-up and commitment to results.
• Adaptability: Flexibility in rapidly changing environments and ability to learn new tools quickly.
• Problem Solving: Data-driven approach to identifying and resolving operational challenges.
• Proficiency with Salesforce Service Cloud.

Preferred Qualifications

• Experience in project management or operations improvement.
• Familiarity with process documentation or workflow tools.
• Interest in continuous improvement and customer experience.

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What's in it For You?

• Hybrid Work Model: We've adopted a flexible hybrid working environment for our office-based roles while delivering a seamless experience that is digitally and physically connected.
• Flexibility & Work-Life Balance: Flex My Way is a set of supportive workplace policies designed to help manage personal and professional responsibilities, whether caring for family, giving back to the community, or finding time to refresh and reset. This builds upon our flexible work arrangements, including work from anywhere for up to 8 weeks per year, empowering employees to achieve a better work-life balance.
• Career Development and Growth: By fostering a culture of continuous learning and skill development, we prepare our talent to tackle tomorrow's challenges and deliver real-world solutions. Our Grow My Way programming and skills-first approach ensures you have the tools and knowledge to grow, lead, and thrive in an AI-enabled future.
• Industry Competitive Benefits: We offer comprehensive benefit plans to include flexible vacation, two company-wide Mental Health Days off, access to the Headspace app, retirement savings, tuition reimbursement, employee incentive programs, and resources for menta