Business Process AnalystThomson Reuters

Your Impact at Thomson Reuters
The Customer Service Business Process Analyst (BPA) has a deep and thorough understanding of the department's interrelated cross-functional business processes and the impact that smooth processes play in delivering an effortless experience for our customers and support reps, integrating new systems or businesses, and establishing improvements to drive efficiency. The BPA role will deliver business change projects from project planning and management through to implementation and post mortems. The BPA is trusted to interact with all levels including senior management and will work across business units and globally when required.
Job Requirements
Define and implement project plans, analytical support and coordination for integration of new business processes, new product development, business acquisitions, and internal and customer-facing tools (e.g., SAP, Service Cloud, CSP, Customer Support pages and more). Deliver on project plans within key milestones, within budgets, and managing dependencies.
Actively participate and represent both customer needs and customer support areas in cross-functional projects such as SAP blueprinting, business system enhancements, requirements gathering, new product/marketing initiatives, building and conducting test plans, and partnering with technology and other project managers on release details
Team with business partners both within department and in other areas to share and learn best practices, drive efficiency, reduce contact volumes, help to develop training and other communications, and other value-added activities
Use data, knowledge, observation, and analysis to identify problems and opportunities, develop and implement improvements to support, tools, and processes. Consistently work to prevent future issues by identifying and acting on root cause
Purposefully develop and maintain smooth working relationships with key contacts in business partner areas
Successfully lead small functional working groups
Place high value on concise and regular communications and progress reports, including presentations when appropriate, to colleagues, staff and upper management
Perform all other duties apparent or assigned.
Experience
Prior experience as support representative desirable; other customer-facing experience desirable; knowledge of Tax & Accounting/Corporate technical contact center operations desirable; prior management experience desirable
Extensive Tax & Accounting/Corporate product, business system and process knowledge
Past experience or work with multiple Thomson Reuters resolver groups and key contacts
Project management experience and/or certification
Familiar with Thomson Reuter's product/businesses
Knowledge/Skills
Ability to manage multiple projects and priorities simultaneously
Strong service, billing, and pricing background, including familiarity with business system testing methodology.
Demonstrated project leadership skills on cross-operational/multi-dimensional teams; proven ability to manage multiple projects with competing demands.
Demonstrated logical and defensible decision-making experience.
Ability to manage information and identify trends and performance expectations based on operational considerations.
Exemplary analytical skills including experience presenting high level analysis and recommendations to management.
Outstanding oral and written communication skills. Ability to take a conceptual framework and translate into operational context and application.
Highly motivated with ability to drive results
Education
Bachelor's degree preferred
What's in it For You?
You will join our inclusive culture of world-class talent, where we are committed to your
personal and professional growth through:
COVID-19 Response: Currently working remotely and following local COVID-19 bylaws and guidelines. We will be embracing a hybrid work environment consisting of in-office and remote work
Culture: Globally recognized and award-winning reputation for equality, diversity and inclusion, flexibility, work-life balance, and more
Wellbeing: Comprehensive benefit plans; company-wide Mental Health Day Off; Headspace app subscription; retirement, savings, tuition reimbursement, and employee incentive programs; resources for mental, physical, and financial wellbeing
Learning & Development: LinkedIn Learning access; internal Talent Marketplace with opportunities to work on projects cross-company; Ten Thousand Coffees Thomson Reuters café networking
Social Impact: Eight employee-driven Business Resource Groups; two paid volunteer days annually; Environmental, Social and Governance (ESG) initiatives for local and global impact
Do you want to be part of a team helping re-invent the way knowledge professionals work? How about a team that works every day to create a more transparent, just and inclusive future? At Thomson Reuters, we've been doing just that for almost 160 years. Our industry-leading products and services include highly specialized information-enabled software and tools for legal, tax, accounting and compliance professionals combined with the world's most global news services - Reuters. We help these professionals do their jobs better, creating more time for them to focus on the things that matter most: advising, advocating, negotiating, governing and informing.
We are powered by the talents of 25,000 employees across more than 75 countries, where everyone has a chance to contribute and grow professionally in flexible work environments that celebrate diversity and inclusion. At a time when objectivity, accuracy, fairness and transparency are under attack, we consider it our duty to pursue them. Sound exciting? Join us and help shape the industries that move society forward.
Accessibility
As a global business, we rely on diversity of culture and thought to deliver on our goals. To ensure we can do that, we seek talented, qualified employees in all our operations around the world regardless of race, color, sex/gender, including pregnancy, gender identity and expression, national origin, religion, sexual orientation, disability, age, marital status, citizen status, veteran status, or any other protected classification under applicable law. Thomson Reuters is proud to be an Equal Employment Opportunity/Affirmative Action Employer providing a drug-free workplace.
We also make reasonable accommodations for qualified individuals with disabilities and for sincerely held religious beliefs in accordance with applicable law.
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Thomson Reuters

Taguig City, Metro Manila
Permanent
Full-time