Business Analyst (Bill to Pay) Margin Recovery

Foundever® is a global leader in the customer experience (CX) industry. With 150,000 associates across the globe, we’re the team behind the best experiences for +800 of the world’s leading and digital-first brands. Our innovative CX solutions, technology, and expertise support operational needs for our clients and deliver seamless experiences to customers in moments that matter. Supporting +9 million customer conversations daily in +60 languages across 45 countries, Foundever combines global strength and scale with an agile, entrepreneurial approach, enabling companies of all sizes and industries to transform their CX.

About the role

Foundever's NSOS Operational Efficiency team is scaling its Bill-to-Pay (BTP) Margin Recovery initiative—a structured analytical program that identifies where Gross Margin (GM) is lost at the account level and turns findings into operational actions driving measurable GM improvement across the EMEA region. We are hiring a Business Analyst to extend coverage across the EMEA portfolio, supporting our goal of reviewing 50 accounts by the end of H2 2026.

The core of the role is a repeatable four-step process:

• Build an optimal BTP baseline for each account using financial performance data.
• Diagnose gaps between the baseline and actual operational results, quantifying the GM opportunity by root cause.
• Translate findings into clear, prioritized recommendations and hand them off to Operations or Account Management for execution.
• Track the evolution of each gap month-over-month to measure whether corrective actions are closing the performance shortfall.

You will not own the execution of corrective actions—Operations holds that responsibility. Your role is to be the analytical engine behind the initiative: detecting, quantifying, communicating, and monitoring until each gap is resolved or escalated.

Responsibilities

• BTP Analysis & Gap Detection
  • For each assigned account, build a BTP baseline from financial performance data and WFM inputs to establish the optimal labor cost scenario.
  • Compare the optimal scenario against actual results (Theoretical Production, Actual, and Invoiced) to identify and size performance gaps by root cause (e.g., unplanned absenteeism, non-productive time, scheduling adherence failures, unbillable hours cap impact, internal shrinkage deviations).
  • Quantify the GM opportunity associated with each gap driver, at both the individual account level and aggregated across the portfolio.
  • Maintain a throughput of approximately 10 account analyses per Business Analyst every two weeks, consistent with the team's EMEA scaling roadmap.
• Findings Communication & Operational Handoff
  • Translate analytical findings into structured, prioritized output (findings, root causes, recommended actions, estimated GM impact) formatted for handoff to Operations and Account Management.
  • Present conclusions clearly to non-technical stakeholders, focusing on the "so what"—what needs to change, who owns it, and the financial benefit of closing the gap.
  • Coordinate with Operations and Account Management to validate findings and ensure recommended actions are operationally feasible before sign-off.
• Monthly Follow-Up & Evolution Tracking
  • For accounts in active monitoring, track month-over-month BTP performance versus the established baseline to assess whether corrective actions are delivering expected improvement.
  • Identify root-cause gaps that are improving, stagnating, or worsening, and escalate unresolved or recurring issues to the Director of Operational Efficiency with supporting evidence.
  • Maintain updated account records documenting gap status, action ownership, and GM impact realized to date.
• Process Consistency
  • Apply the team's standardized BTP methodology consistently across all assigned accounts and countries, ensuring comparability of findings across the EMEA portfolio.
  • Flag where data availability, data quality, or system limitations constrain analysis accuracy, and contribute to the team's ongoing effort to improve data access and analytical automation.

Requirements

• 2–4 years of experience in business analysis, workforce management analytics, financial operations analysis, or a related field—ideally within a BPO, contact center, or outsourced services environment.
• Bachelor's degree in Business Administration, Industrial Engineering, Economics, Statistics, or a related discipline (or equivalent practical experience).
• Proven experience working with financial performance data (P&L, margin, cost of labor) and operational metrics to generate actionable insights.

Skills

• Technical Skills
  • Advanced Excel skills: structured analysis, financial modeling, pivot tables, formulas.
  • Solid understanding of workforce management concepts: shrinkage (internal and external), AUX/activity codes, scheduling adherence, login compliance, billable vs. paid hours.
  • Ability to work with WFM platform data exports (e.g., IEX) and account-level financial performance reports to build and validate BTP scenarios.
  • Comfortable working with incomplete, inconsistent, or manually compiled source data—able to apply structured judgment to reconcile discrepancies and document assumptions.
• Soft Skills
  • Strong analytical and root-cause-diagnosis mindset: able to move from raw datasets to clear, prioritized narratives about where margin is lost and why.
  • Excellent written and verbal communication in English; able to present complex financial and operational findings to non-technical stakeholders without requiring translation.
  • Organized and accountable: comfortable managing a recurring portfolio of accounts on a fixed monthly cadence, with clear documentation of status and progress.
  • Collaborative and assertive: able to work with Operations and Account Management to validate and land recommendations without assuming ownership of execution.

Languages

• Fluent English (written and spoken) required—primary language for all reporting and stakeholder communication.
• Additional French is a plus.

Work Environment

• A central role in a EMEA COO-sponsored, high-visibility initiative with direct, measurable impact on EMEA Gross Margin performance.
• Exposure to senior cross-functional stakeholders across Operations, Account Management, and Finance.
• A structured methodology to work within, with scope to help shape the team's evolution toward data automation and scalable analytics.
• Career development within a growing analytics function at one of the world's leading customer experience companies.