Senior Business Analyst, People Solutions

IntouchCX; Manila; On-site; PHP 1,500,000 - 2,100,000; Full time

Job summary

IntouchCX is seeking a Senior Business Analyst, People Solutions to bridge people strategy and execution across HR and Recruiting operations. You will lead large-scale initiatives, drive change management, and implement AI-driven process improvements while coordinating with global teams and external partners.

You will gather requirements, document data flows, and translate them into actionable technical specs for Product and AI teams.

Qualifications

• 5+ years of progressive experience in business analysis, project management, or operations consulting, especially with HR or Talent Acquisition.
• Experience partnering with HR Operations and Recruiting Operations leaders to map pain points and implement improvements.
• Strong ability to translate business needs into actionable technical specs for Product/AI teams.

Responsibilities

• Lead large-scale initiatives from discovery through requirements gathering, system design, and rollout with precise milestones.
• Build and monitor change adoption plans, train end-users, and ensure successful system adoption.
• Establish post-launch governance, monitor usage, and address bottlenecks for ongoing value realization.
• Collaborate with HR and Recruiting leaders to identify high-value opportunities for process improvements, AI integrations, and automation.
• Translate complex requirements into clear specs for Product, AI, and technical teams.
• Coordinate across diverse teams and external partners to minimize friction and streamline communication.
• Elicit and document business, process, and data requirements using workshops, user stories, and mappings.
• Map workflows across regions to standardize best practices and save admin hours and costs.
• Support the design and rollout of self-service capabilities and dashboards to drive adoption and autonomy.
• Track KPIs and adoption trends through visual scorecards and dashboards.
• Perform root-cause analyses on operational pain points to design targeted interventions.
• Maintain comprehensive process documentation and compliance workflows.

Skills

Stakeholder management

Project management

Requirements gathering

Change management

AI automation

Cross-functional collaboration

Education

Bachelor's degree in Business Administration, HR, or MIS

Tools

ATS

HRIS

Process mapping tools

Generative AI platforms

Job description

About the Job

The Senior Business Analyst, People Solutions is a high-leverage, senior role designed to act as a trusted partner in global People projects. Operating in a dynamic and often ambiguous work environment, this individual takes extreme ownership of project lifecycles, translating high-level organizational challenges into built-for-purpose and structured solutions.

The primary mission of this role is to bridge the gap between people strategy and execution, partnering directly with the leaders of HR and Recruiting functions to co-create, implement, and reinforce process improvements, innovative solutions, and system implementations. With a large focus on project management and delivery, this role pulls people leadership out of the operational weeds and enables the department to scale its strategic impact.

As a Senior Business Analyst, People Solutions, You Will…

• Lead large-scale initiatives from initial stakeholder discovery through requirements gathering, system design, and final rollout, ensuring project milestones are met with absolute precision.
• Champion the human side of technology and process transformations. Build, execute, and monitor comprehensive change adoption plans, ensuring that teams are trained, communications are clear, and end-users fully adopt new systems.
• Establish a strict post-launch governance framework. Monitor compliance, audit usage, collect ongoing user feedback, and actively address bottlenecks to ensure that solutions are successfully transitioned into the business.
• Act as a partner to HR Operations and Recruiting Operations leaders, and other functional leaders as necessary. Collaborate to map out their pain points and identify high-value opportunities for process improvement, AI/automation solutions, and technology integrations.
• Translate complex functional requirements into clear, actionable technical specifications for our Product, AI, and other technical teams.
• Independently coordinate across diverse teams, line managers, and external partners, acting as the primary, unified point of contact to minimize organizational friction and streamline communication.
• Elicit, validate, and document business, process, and data requirements using modern techniques such as user story mapping, focus groups, and workshops.
• Map existing workflows horizontally across regions to identify inconsistencies, remove redundancy, and implement centrally managed, standardized best practices that save administrative hours and budget.
• Support the design, rollout, and optimization of manager and employee self-service capabilities (e.g., employee portals, virtual agents), providing training and clear guidance to maximize organizational self-sufficiency.
• Partner with the analytics team to track key performance indicators (KPIs), process metrics, and adoption trends through visual scorecards and dashboards.
• Conduct systematic reviews and root-cause analyses on operational pain points (e.g., such as attrition spikes or process delays) to design targeted, evidence-based interventions.
• Manage and maintain comprehensive process documentation, standard operating procedures, and compliance workflows to ensure data integrity and audit readiness.

As a Senior Business Analyst, People Solutions, You Need…

• Bachelor’s degree in Business Administration, Human Resources, Management Information Systems, or a related field. Relevant certifications (e.g., CBAP, PMP, Scrum Master, or Change Management) are a strong asset but not required.
• 5+ years of progressive experience in business analysis, project management, or operations consulting, specifically partnering with HR or Talent Acquisition departments.
• Project Management Methodologies: Proven experience with implementations that leverage project management, agile development, change management, and other relevant frameworks.
• Comfort working with core enterprise HR systems (ATS, HRIS, etc.) and modern collaboration/automation tools (process mapping tools, generative/agentic AI platforms, etc.)
• Proven ability to drive deliverables, navigate organizational challenges, and resolve complex roadblocks with high autonomy and minimal supervision.
• High adaptability to both structured and unstructured environments, with strong initiative to conduct initial discovery, formulate execution strategies, and deliver iterative solutions.
• In-depth functional understanding of HR, recruiting, candidate funnels, and shared services workflows, paired with technical acumen in leveraging ATS, HRIS, and AI automation to optimize operations.
• Strong collaborative capabilities with a track record of guiding, mentoring, and upskilling junior team members to elevate overall departmental performance.