Sr. Analyst, Client Assurance
On-siteHyderabad, Telangana, India or Gurugram, Haryana, India
Job Summary
Own EWA updates and recurring reporting to highlight trends, risks, and follow-up actions across client assurance measures. Drive CSAT follow-up by reviewing results, identifying themes, and tracking resolutions while investigating project health discrepancies to recommend corrective actions. Translate ambiguous delivery issues into structured problem statements and actionable recommendations for ACS leaders. Monitor survey compliance, data accuracy, and adherence to assurance processes, then design lightweight processes and SOPs to improve reliability and adoption. Map current-state workflows to identify bottlenecks, propose scalable fixes, and coordinate with technical teams to resolve reporting defects. Partner with PMO, Practices, and Shared Services to surface insights, track actions to resolution, and improve data hygiene in PSA systems. This role blends analysis with operational execution to enable consistent delivery governance and improve client outcomes. Based in India with required overlap with US time zones, you will work closely with stakeholders to drive accountability and close loops on critical delivery issues.
Required Qualifications
- Bachelor's degree in Business Administration, Operations, Analytics, Finance, Information Systems, or related field (or equivalent experience)
- 5–8 years experience in professional/consulting services, services operations, PMO support, or business analytics (preferably IT services, managed services, or technology solutions)
- Based in India with required overlap with US time zones for recurring governance meetings and collaboration
- Experience using operational and/or financial data (e.g., PSA, CRM, ERP, survey tools)
- Working knowledge of engagement delivery concepts (e.g., milestones, risks/issues, utilization, margin) and their link to client outcomes
- Strong attention to detail and follow-through; ability to manage a recurring reporting cadence and action tracking while challenging and improving the underlying processes
- Advanced Excel proficiency and experience with BI/reporting tools
- Demonstrated ability to improve reporting efficiency through standardization and automation
- Demonstrated critical thinking and structured problem-solving skills (e.g., able to move from vague issues to clear problem statements, hypotheses, analysis, and recommendations)
- Process mindset with experience mapping workflows, identifying bottlenecks or failure points, and proposing practical improvements
- Comfort working in ambiguity and creating structure (lightweight processes, templates, cadences) where it does not yet exist
Desired Qualifications
- Experience in IT consulting, managed services, or technology solutions, ideally in a central analytics, operations, or PMO-support role
- Experience querying structured data (e.g., SQL) and applying data validation techniques (reconciliations, anomaly detection, trend break analysis)
- Familiarity with PSA tools and engagement frameworks used for governance, data capture, and reporting; experience defining 'what good looks like' and driving adoption
- Experience supporting quality, CSAT, or continuous improvement programs in services organizations, including action tracking and executive readouts
- Exposure to AI-enabled or automation tools used for reporting, analytics, or services operations
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