Business Analyst (Operations)

About the Role

• Gather, analyze, validate, and prioritize business and operational requirements from business users, operations teams, clients, and internal stakeholders.
• Map existing BFSI operations workflows, including process flows, roles and responsibilities, inputs/outputs, exceptions, handoffs, controls, and system touchpoints.
• Conduct gap analysis between current and desired processes; recommend workflow automation, standardization, and operational-efficiency improvements.
• Translate complex business needs into clear, actionable requirements for product, development, implementation, and QA teams.
• Analyze operational data, exceptions, turnaround times, error patterns, and KPIs to identify root causes and improvement opportunities.
• Coordinate with cross-functional teams across operations, product, technology, compliance, risk, and client-facing functions.
• Support change-management activities, including process documentation, user training material, and post-implementation adoption support.
• Ensure documented processes and proposed solutions align with applicable BFSI operational, risk, audit, and compliance requirements.

Key Responsibilities

• Prepare high-quality business documentation, including Business Requirement Documents (BRDs), functional specifications, process-flow diagrams, use cases, user stories, SOPs, RACI matrices, and test scenarios.
• Support configuration, UAT, user acceptance testing, defect triage, and go-live readiness for operations-focused platforms or workflow solutions.
• Create reports, dashboards, and presentations to communicate findings, recommendations, and project status to business and senior stakeholders.

Requirements & Tech Stack

• Proficient with PowerBI.

Qualifications

• Bachelor’s degree in Business, Finance, Commerce, Information Technology, Engineering, or a related field.
• Up to 5 years of relevant experience as a Business Analyst, Operations Analyst, Process Analyst, or in a comparable role.
• Demonstrated experience working on operations workflows within BFSI.
• Strong understanding of operational processes, exception handling, SLAs/TATs, controls, escalation matrices, and workflow optimization.
• Excellent written and verbal communication skills, with the ability to engage confidently with business users, clients, and technical teams.
• Strong documentation skills and ability to produce clear, structured, audit-ready business documents.
• Strong analytical, problem-solving, stakeholder-management, and organizational skills.
• Ability to manage multiple priorities, work independently, and deliver high-quality outputs within timelines.