Analyze and implement systemic changes for regulatory reporting, conduct root cause analysis, collaborate with partners to resolve issues, and support statistical data delivery for compliance and reporting purposes.

• Leads requirements gathering and analysis for new solutions and system implementations • Collaborates with stakeholders to identify business needs and translate them into functional specifications • Ensures alignment between business objectives and technical solutions • Proactively identifies and mitigates functional risks that could impact solution scalability or user adoption • Establishes pre-implementation baselines to ensure measurable comparison against post-launch outcomes • Develops and implements frameworks to measure solution effectiveness and ROI • Defines KPIs and success metrics for new initiatives • Creates dashboards and reports to track adoption rates, performance improvements, and business outcomes • Conducts post-implementation reviews and recommends optimization strategies • Validates data integrity within dashboards to ensure senior management is making decisions based on single source of truth metrics • Partners with cross-functional teams • Translates complex data into compelling narratives and actionable insights for executive leadership • Presents findings, recommendations, and impact assessments to senior management • Manages expectations and communicates project status effectively • Complies with all the internal rules and regulations of the Company.

• Leads and mentors a team of Business Analysts, providing day-to-day guidance, coaching, and professional development support to elevate team capabilities • Sets standards and best practices for requirements gathering, analysis, and documentation across the BA team; reviews and quality-assures deliverables produced by team members • Leads requirements gathering and analysis for complex, high-impact solutions and system implementations; delegates and oversees similar workstreams managed by BAs on the team • Collaborates with stakeholders to identify business needs and translate them into functional specifications; guides BAs in applying the same approach on their respective projects • Ensures alignment between business objectives and technical solutions at a portfolio level, and supports BAs in achieving the same on individual initiatives • Proactively identifies and mitigates functional risks that could impact solution scalability or user adoption; instills risk-awareness disciplines within the team • Acts as an escalation point for the BA team on complex analytical, stakeholder, or delivery challenges • Establishes pre-implementation baselines to ensure measurable comparison against post-launch outcomes; coaches BAs on applying this approach consistently • Develops and implements frameworks to measure solution effectiveness and ROI; ensures the team applies and iterates on these frameworks across all initiatives • Defines KPIs and success metrics for new initiatives; reviews and approves metrics defined by team BAs to ensure rigour and alignment with organizational goals • Creates dashboards and reports to track adoption rates, performance improvements, and business outcomes; guides team members in developing similar reporting capabilities • Conducts post-implementation reviews and recommends optimization strategies; facilitates retrospectives with BAs to embed continuous improvement as a team discipline • Validates data integrity within dashboards to ensure senior management is making decisions based on single source of truth metrics; holds the team accountable to the same standard • Partners with cross-functional teams at a senior level while supporting BAs in managing their own stakeholder relationships effectively • Translates complex data into compelling narratives and actionable insights for executive leadership; coaches BAs in developing this communication skill • Presents findings, recommendations, and impact assessments to senior management; prepares and supports BAs in delivering similar presentations where appropriate • Manages expectations and communicates project status effectively across multiple concurrent workstreams, and ensures the BA team does the same on their portfolios • Champions the role and visibility of the BA function internally, advocating for appropriate resourcing and recognition of the team’s contributions • Provides ongoing coaching, structured feedback, and performance guidance to BAs on the team; supports their growth toward greater autonomy and seniority • Facilitates team rituals such as knowledge-sharing sessions, peer reviews, and workshops to build collective capability and foster a collaborative team culture • Partners with the BA Team Leader to identify skills gaps, contribute to hiring decisions, and shape team development plans • Supports onboarding of new BAs, ensuring they are equipped with the tools, frameworks, and context needed to contribute effectively from day one • Complies with all internal rules and regulations of the Company.

• Own and manage the end-to-end functional design for order fulfillment processes across Salesforce Order Management (SOM) and related platforms. • Define order workflows, orchestration paths, and routing logic to downstream fulfillment systems. • Support the design of resilient solutions covering physical goods, digital fulfillment, and service provisioning. • Act as the primary functional bridge between Salesforce and downstream systems like ERPs, Warehouse Management Systems (WMS), and provisioning platforms. • Provide clear interface definitions, process flows, and data mappings to fulfillment teams, ensuring systems support required order states, exception handling, and SLAs. • Define and support data flows (order submission, status updates, completion events) collaborating with integration teams on API, event-driven, and batch approaches. • Convert epics and business requirements into detailed user stories with clear, testable acceptance criteria across Salesforce and downstream fulfillment systems. • Partner with Product Owners, Integration Teams, and Fulfillment SMEs to support sprint planning, backlog grooming, and functional clarifications using Jira and Confluence. • Act as the primary functional point of contact between Domain Owners, Solution Architects, Fulfillment Teams, and Delivery Leads across multiple time zones. • Provide Level 2 and Level 3 production support, troubleshooting order routing bottlenecks, fulfillment failures, and status synchronization issues. • Monitor order throughput, failure rates, and SLA adherence to continuously optimize workflow performance.