Global Business Analysis Lead

2 weeks ago

Singapore TikTok Pte. Ltd. Full time $90,000 - $120,000 per year

Responsibilities

About the team Governance and Experience is a global team aiming to build a safe and trustworthy marketplace for not only users, but also partners. We value user experience and work on policies, rules, products and systems to ensure quality. We are looking for passionate talents to join us, thus together we can build a commerce ecosystem that is innovative, secure and intuitive for our users.

As part of GNE organization , Service Support Centre (SSC) delivers Customer Service to our Buyers, Partners and internal users. We are looking for a Global Business Analysis Lead who is responsible for managing global business analysis teams in EMEA, APAC, LATAM, to deliver analytics insights to the department's strategic business goals. Responsibilities

  • Lead a team of Business Analysts with a focus on our Customers, Merchants, Sellers, Creators and internal users in an eCommerce environment.
  • Gather, analyze, and report information related to the current support processes.
  • Scope, define and manage the execution and delivery of analytics projects and reach the department's strategic business goals
  • Extend the data automated reporting solutions, and other proactive efforts that tie results to our overall business goals.
  • Create customized data analysis tools, applications, and data manipulation utilities for the team.

Innovations will include tools that provide Key Performance Indicators (KPI) metrics across multiple data sources through the consolidation of tools and markets.

  • Provide summary reports on various processes, including but not limited to Knowledge, Training, Quality, Automation, AI technology and Magic Workflow.
  • Provide ample opportunity to analyze various operational aspects of our business, including data gathering for determining strategic direction of the service delivery organization.
  • Develop regular reports and presentations with key findings, observations, data insights and recommendations.
  • Deliver WBR, MBR and QBR insights for Service and Support Center to C-Level leaders.

Qualifications

Minimum Qualification(s)

  • 5+ years of experience in business analysis and reporting management within Customer Service or eCommerce, with 3 years leading a team of Business Analysts in a high-growth company.
  • Demonstrates strong experience in deep analysis, pushing results, and effective cross-team collaboration.
  • Proficient in problem-solving, strategic thinking, and delivering presentations to leadership and clients, with a solid understanding of customer service operations.
  • Capable of working independently and under pressure, influencing others without direct authority, and skilled in business, financial, or statistical analysis.
  • Exhibits eagerness to learn, initiative-taking abilities, and strong written, verbal, and interpersonal communication skills.

Experience in eCommerce or marketplace platforms is advantageous. Preferred Qualification(s)

  • Ability to work independently and under pressure, and the ability to influence without authority.
  • Ability to pick up domain knowledge in new areas quickly.
  • Eager to learn, initiative taker and problem-solver.
  • Experience in eCommerce or marketplace platforms.
  • Strong understanding of the processes, working knowledge of policy enforcement or moderation operations.

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