Senior Operations Analyst - Product Support

8460 Philippines - Genesys Cloud Services Cayman Ltd. - Philippine Branch

Manila

Hybrid

PHP 900,000 - 1,200,000

Full time

7 days ago

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Benefits offered by this job

Volunteer time

August Free Fridays

Well-being resources

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Job summary

Genesys is seeking a Senior Business Analyst for Product Support Operations in the Philippines. You will drive process improvements and partner with cross-functional teams to reduce operational friction, improve efficiency, and support strategic metrics.

The role emphasizes documentation, adoption of new methods, and ensuring quality and customer satisfaction. The Senior Business Analyst will lead change initiatives, communicate effectively, and help sustain long-term operational gains by

Qualifications

3-5+ years of experience in business process improvement, operations, or related role.
Knowledge of process improvement methodologies.
Strong analytical and critical-thinking skills with data interpretation.
Excellent communication and change management abilities.
Solid project management experience to plan, execute, and monitor initiatives.
Proficiency in process documentation and workflow tools like Visio and Lucidchart.

Responsibilities

Identify, plan, and implement process improvements that reduce costs and errors.
Introduce new methods, tools, and workflows to enhance quality and satisfaction.
Communicate process changes clearly through multi-channel communications.
Promote and share best practices to ensure sustainable improvements across the organization.