The posting
Business Process Analyst | Operations Customer Service & Support
Job Description
This role leads project delivery and process improvement across internal operations and client engagements, from planning and milestones through production testing and rollout. You will also train and support operational teams, document processes, and partner with business stakeholders to deliver measurable, customer-focused improvements.
Key Responsibilities
- Contributes to, defines, and implements comprehensive project plans, ensuring alignment with business objectives.
- Manages key stages of the project lifecycle from initiation through closure.
- Agrees to and delivers against key project milestones and commitments.
- Identifies, tracks, and manages project issues, dependencies, and risks proactively.
- Manages overall project deadlines and actively monitors scope creep.
- Delivers measurable benefits as per area of ownership, within approved plans.
- Identifies project support requirements and enables progression toward confirmed delivery.
- Identifies, develops, and implements process improvements to support internal operations and client engagements.
- Contributes to securing new assignments and growth opportunities for staff.
- Analyzes and streamlines business processes with business partners, identifying opportunities for efficiency and automation.
- Designs and implements process enhancements.
- Enhances forms and workflows to improve user experience for both internal teams and external customers.
- Validates system enhancements and conducts production testing to ensure quality and customer impact.
- Provides comprehensive training and process documentation to operational teams to improve understanding and system adoption.
- Conducts regular Q&A sessions with operational teams and leadership to address questions and share best practices.
- Partners with managers on organizational changes, system updates, and process modifications affecting their teams.
- Responds promptly to questions and requests, maintaining strong communication and support.
- Creates and maintains detailed process documentation and technical reference materials.
- Adopts and evaluates new tools and technologies to drive process improvement and operational efficiency.
- Demonstrates agility in learning new systems and tools, applying them quickly to solve business problems.
- Solicits and incorporates feedback from stakeholders, agents, and team members to refine processes.
- Challenges legacy processes and recommends data-driven improvements.
- Collaborates closely with business partners and stakeholders on daily operations and strategic initiatives.
- Maintains a customer-centric mindset, ensuring process improvements enhance both internal operations and external customer experience.
- Acts as a subject matter expert and trusted advisor to internal clients and operational teams.
- Identifies data flow issues and root causes, coordinating across teams for resolution.
Required Qualifications
- Project Management: Planning, execution, tracking, and delivery.
- Process Analysis & Improvement: Identifying bottlenecks and implementing solutions.
- Communication & Stakeholder Management: Clear articulation to diverse audiences.
- Technical Acumen: Understanding of systems, automation, and data flows.
- Responsiveness & Accountability: Timely follow-up and commitment to results.
- Adaptability: Flexibility in rapidly changing environments and ability to learn new tools quickly.
- Problem Solving: Data-driven approach to identifying and resolving operational challenges.
- Proficiency with Salesforce Service Cloud.
Preferred Qualifications
- Experience in project management or operations improvement.
- Familiarity with process documentation or workflow tools.
- Interest in continuous improvement and customer experience.
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What’s in it For You?
- Hybrid Work Model: We’ve adopted a flexible hybrid working environment for our office-based roles while delivering a seamless experience that is digitally and physically connected.
- Flexibility & Work-Life Balance: Flex My Way is a set of supportive workplace policies designed to help manage personal and professional responsibilities, whether caring for family, giving back to the community, or finding time to refresh and reset. This builds upon our flexible work arrangements, including work from anywhere for up to 8 weeks per year, empowering employees to achieve a better work-life balance.
- Career Development and Growth: By fostering a culture of continuous learning and skill development, we prepare our talent to tackle tomorrow’s challenges and deliver real-world solutions. Our Grow My Way programming and skills-first approach ensures you have the tools and knowledge to grow, lead, and thrive in an AI-enabled future.
- Industry Competitive Benefits: We offer comprehensive benefit plans to include flexible vacation, two company-wide Mental Health Days off, access to the Headspace app, retirement savings, tuition reimbursement, employee incentive programs, and resources for mental, physical, and financial wellbeing.
- Culture: Globally recognized, award-winning reputation for inclusion and belonging, flexibility, work-life balance, and more. We live by our values: Obsess over our Customers, Compete to Win, Challenge (Y)our Thinking, Act Fast / Learn Fast, and Stronger Together.
- Social Impact: Make an impact in your community with our Social Impact Institute. We offer employees two paid volunteer days off annually and opportunities to get involved with pro-bono consulting projects and Environmental, Social, and Governance (ESG) initiatives.
- Making a Real-World Impact: We are one of the few companies globally that helps its customers pursue justice, truth, and transparency. Together, with the professionals and institutions we serve, we help uphold the rule of law, turn the wheels of commerce, catch bad actors, report the facts, and provide trusted, unbiased information to people all over the world.
About Us
Thomson Reuters informs the way forward by bringing together the trusted content and technology that people and organizations need to make the right decisions. We serve professionals across legal, tax, accounting, compliance, government, and media. Our products combine highly specialized software and insights to empower professionals with the data, intelligence, and solutions needed to make informed decisions, and to help institutions in their pursuit of justice, truth, and transparency. Reuters, part of Thomson Reuters, is a world leading provider of trusted journalism and news.
We are powered by the talents of 26,000 employees across more than 70 countries, where everyone has a chance to contribute and grow professionally in flexible work environments. 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.
As a global business, we rely on the unique backgrounds, perspectives, and experiences of all employees to deliver on our business 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 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. More information on requesting an accommodation here.
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More information about Thomson Reuters can be found on thomsonreuters.com.
