Senior Operating Model & AI Analyst

The Operating Model & AI Analyst sits within the transformation core team in Group Operations. The role supports operating model, service and AI-related analysis across priority transformation initiatives, helping Synpulse move from craft to scale through standardization, automation and agentic solutions.

The role turns operational needs into structured requirements, analyses processes, data and workflows, and identifies opportunities to improve service delivery, reporting, AI enablement and transformation execution across internal functions.

We look to fill two positions in the Transformation Office with distinct content focus:

Position 1: AI, Automation & Digital Enablement

• Focuses on AI TOM, intake analysis, use-case assessment, agentic requirements,automation and integration opportunities.
• Partners with Group IT and engineering resources to translate business needs into practical AI-enabled solutions.
• Supports adoption tracking, benefit articulation and responsible use of agentic solutions.

Position 2: Operating Model & Service Excellence

• Focuses on Service @ Scale, service catalogue development, process analysis, KPI frameworks, unit economics and service automation opportunities.
• Partners with Group Functions to support target operating model design and standardised service delivery.
• Identifies simplification opportunities and scalability improvements.

This is a 12-month contract with opportunities for extension or conversion to a permanent position, subject to business requirements and individual performance.

Responsibilities

Operating Model & Service Analysis

• Analyse current-state processes and internal services, accountabilities, handovers, pain points and improvement opportunities across internal service functions.
• Support the design of future-state operating models, service designs, roles and responsibilities and implementation plans in collaboration with function heads.
• Translate findings into clear process maps, requirement documents, decision materials and implementation actions.

AI TOM & Agentic Solution Support

• Identify and assess opportunities for AI-enabled improvements, workflow automation and agentic support across Operations and related value chains.
• Support intake, prioritisation and requirements analysis for agentic solution ideas, including business benefits, user needs, data prerequisites and delivery dependencies.
• Work with Group IT, engineering resources and functional stakeholders to shape practical AI use cases and support rollout and adoption.

Data Analysis, Reporting & Insights

• Analyse operational, workforce, service and portfolio data to identify trends, issues, capacity constraints and improvement potential.
• Build or support dashboards, reports and management views for transformation progress, operating model performance and service improvement.
• Conduct data quality checks and document assumptions, definitions and limitations to support reliable decision-making.

Transformation Delivery Support

• Support project teams with business analysis, discovery workshops, action tracking, documentation and change adoption activities.
• Prepare concise communication, training and decision materials for stakeholders and senior leadership.
• Contribute to reusable standards, methodologies and artefacts that improve how Synpulse delivers transformation initiatives.

The responsibilities associated with this position are not limited to the above description and may be modified at any time by the Company.

Requirements

• Bachelor’s or Master’s degree in Business Administration, Information Systems, Data Analytics, Operations, Technology, Engineering or a related discipline.
• 4-7 years of relevant experience in business analysis, operating model design, process improvement, AI/automation initiatives, operations, consulting or transformation delivery.
• Strong analytical and problem-solving skills, with experience translating complex business topics into structured requirements, insights and recommendations.
• Good understanding of process design, service management, workflow automation, data analysis and operating model principles.
• Experience working with AI, automation, Microsoft 365, PowerAutomate, analytics tools or similar technologies is an advantage.
• Ability to work across functions and geographies, engaging stakeholders to understand needs and drive practical improvement opportunities.
• Strong documentation and communication skills, including process maps, user stories, business cases, executive summaries and implementation plans.
• High attention to detail and a continuous improvement mindset, with comfort working in evolving and ambiguous transformation environments.

REQUIREMENTS

• Excellent written and verbal communication skills in English.
• Strong proficiency with Microsoft 365 tools; Power BI, Power Automate, Copilot Studio or similar automation/analytics tools would be an advantage.
• Curiosity for AI-enabled operating models and willingness to learn emerging agentic solution concepts.