Business Analyst; Bill to ) Margin Recovery

Business Analyst (Bill to Pay) Margin Recovery

Remote, Any Location, IN

Job Description:

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 are designed to support operational needs for our clients and deliver a seamless experience to customers in the moments that matter.
Supporting +9 million customer conversations every day in +60 languages across 45 countries, Foundever combines global strength and scale with the agile, entrepreneurial approach of our founder-led culture, enabling companies of all sizes and industries to transform their CX.

• Winner of Comparably’s Award for Best Global Culture in 2024, 2023, 2022 and 2021
• Gold Stevie Award Winner for Great Employers in 2024 and 2022
• We foster an exciting culture of creativity, connection, and commitment

Read more about our culture:
Foundever® Stories.

Foundever's NSOS Operational Efficiency team is scaling its Bill-to-Pay (BTP) Margin Recovery initiative — a structured analytical programme that identifies where Gross Margin (GM) is being lost at the account level and turns those findings into operational actions that drive measurable GM improvement across the EMEA region.
We are hiring a Business Analysts 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: (1) build an optimal BTP baseline for each account using financial performance data; (2) diagnose the gaps between that baseline and actual operational results, quantifying the GM opportunity by root cause; (3) translate findings into clear, prioritized recommendations and hand them off to Operations or Account Management for execution; and (4) 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 — that responsibility sits with Operations. Your role is to be the analytical engine behind the initiative: detecting, quantifying, communicating, and monitoring until each gap is resolved or escalated.

BTP Analysis & Gap Detection

• For each assigned account, build a BTP baseline from financial performance data and WFM inputs to establish the optimal labour cost scenario.
• Compare the optimal scenario based on the assumptions used for pricing 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, etc
• 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 what the financial benefit of closing the gap is.
• 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…