Job Description
Job Description
Summary
Maintain a positive work atmosphere by behaving and communicating in a manner consistent with the mission, vision, and values of the organization while providing world-class service. The Operations Business Analyst is a strategic partner to Operational leadership, responsible for delivering actionable insights that drive business performance, partner success, and client satisfaction. The analyst will uncover actionable insights by analyzing customer lifecycle, support performance, onboarding trends, and product engagement, and will translate these into scalable operational improvements. This role will be responsible for building strategic models and reporting infrastructure to translate complex data into compelling insights to help guide key decisions the business.
Duties & Responsibilities
Essential Functions
- Develop and manage financial and operational KPI frameworks to track performance across Basys Operations, aligned with company goals (inclusive of Implementation, Boarding, SIMS, MIMs, PSM and CX).
- Align customer lifecycle performance with budgeting, forecasting, and strategic planning cycles.
- Analyze customer success, onboarding, and support data to identify trends, inefficiencies, and opportunities for strategic investment.
- Collaborate with stakeholders to define metrics that measure time-to-value, NPS, churn risk, and retention probability.
- Build advanced dashboards, scorecards, and Excel to monitor performance and drive accountability.
- Conduct in-depth variance and root cause analysis on customer engagement and retention metrics, linking them to revenue impact and cost efficiency.
Additional Responsibilities
- Provide financial modeling support for customer success investments, strategic initiatives, and product engagement strategies.
- Drive automation of recurring reports and analytics workflows to scale insights delivery and reduce manual effort.
Requirements
- Proven analytical skills with the ability to translate complex data into clear, actionable visual insights.
- Demonstrated expertise in handling large datasets and leveraging data modeling tools for insightful analysis.
- Skilled in delivering clear, data-driven presentations to executive leadership and cross-functional stakeholders.
- Strong working knowledge of, Excel, and financial or CRM systems such as SugarCRM.
- Excellent communication skills; confident in stakeholder engagements across departments and levels.
- Deep understanding of financial performance metrics in a payment processing or ISO environment.
- Experience with SQL, DAX, or other analytics tools is a plus.
Education & Experience
- Associate’s or Bachelor’s Degree Preferred?
- 1-3 years experience in Financial analysis, reporting, or business intelligence.
- Microsoft Excel proficiency preferred.
- Experience working with financial statements, KPI Dashboard, and business performance metrics.
- Proficiency in Microsoft Office Suite, CRM?
Basys provides technology and payment integration solutions for businesses across the country and Canada. We treat our team, clients, and vendors like people, not numbers. Basys is proud to maintain the industry leading Net Promotor Score and a 90% customer retention rate of clients that continue to process, in an industry where retention rates often average closer to 70 to 75%. We feel that this is a perfect example of how our customer-oriented business model sets us apart.
Basys is an equal opportunity employer