Business Analyst - Lead

Key Responsibilities

1. Backend Operations & Infrastructure

• Build, manage and streamline the backend operational structure across business functions.
• Oversee POS systems, inventory management, catalogue/menu management and menu engineering.
• Ensure menu hygiene, pricing accuracy and seamless integration of online delivery revenue channels.
• Manage onboarding and operational integration of third-party delivery platforms and POS systems.
• Oversee customer-facing backend platforms, including LED management, Google Business Profiles and payment solutions.

2. Business Intelligence & Sales Analytics

• Own sales analytics, MIS and Business Intelligence reporting across the organisation.
• Track and analyse key business metrics, including revenue, order volumes and target achievement.
• Monitor menu performance, including pricing, discounting, attachment rates, Average Order Value (AOV) and item contribution.
• Track application performance, customer funnels, conversion metrics and customer retention.
• Develop dashboards and reporting mechanisms to provide actionable business insights.
• Identify revenue opportunities and recommend strategies to improve business performance.

3. Inventory & Operational Analytics

• Monitor inventory audit variances and ensure inventory data accuracy and hygiene.
• Track item discontinuation and product availability across outlets.
• Monitor operational metrics, including KPT/MFR, out-of-stock instances and operational compliance.
• Identify recurring operational gaps and coordinate corrective actions with relevant teams.
• Ensure accurate reporting and visibility of operational performance.

4. Cost Management & Revenue Optimisation

• Monitor Cost of Goods Sold (COGS) and contribution margins.
• Analyse pricing structures, discounting and profitability across menu categories.
• Establish and monitor pricing guardrails to ensure sustainable business margins.
• Identify cost optimisation opportunities and revenue improvement levers.
• Work closely with Finance and Supply Chain teams to improve cost visibility and profitability.

5. Customer Analytics & Experience Management

• Monitor customer-related metrics, including complaints, NPS and customer feedback.
• Track customer engagement, retention and funnel performance.
• Oversee backend customer management systems and Google Business Profiles.
• Coordinate with relevant teams to improve customer experience and resolve recurring issues.

6. Stakeholder Management & Process Implementation

• Collaborate with Supply Chain, Procurement & Supply Chain Management (PSCM), Finance, Marketing, Product, Online Business and IT teams.
• Drive cross-functional implementation of backend processes and operational improvements.
• Coordinate with stakeholders to ensure seamless integration of systems, processes and reporting structures.
• Identify process gaps and drive standardisation across business functions.

Key Result Areas (KRAs)

• Seamless functioning and integration of backend operational systems.
• Accuracy and reliability of sales, inventory and business reporting.
• Improved visibility into revenue, menu performance and customer metrics.
• Effective inventory hygiene and reduction of audit variances.
• Improved COGS visibility, contribution margins and pricing discipline.
• Timely identification of operational gaps and out-of-stock instances.
• Successful implementation of cross-functional processes and system integrations.

Skills & Competencies

• Advanced Excel proficiency is essential.
• Working knowledge of SQL and Python.
• Experience with Business Intelligence and dashboarding tools.
• Understanding of cloud-based automation and reporting systems.
• Strong data analysis, visualisation and reporting capabilities.

• Strong understanding of backend business operations.
• Knowledge of supply chain, inventory management and revenue drivers.
• Understanding of POS systems, menu engineering and online delivery integrations.
• Ability to analyse business performance and translate data into actionable insights.
• Strong process management and problem-solving capabilities.

• Excellent communication and coordination skills.
• Ability to work across multiple business functions.
• Strong ownership of process implementation and operational execution.
• Ability to manage multiple priorities in a fast-paced business environment.

Preferred Experience & Qualifications

• Bachelor's degree in Business Administration, Finance, Operations, Analytics or a related field.
• Prior experience in Business Operations, Business Analytics, Revenue Management or Backend Operations.
• Experience in QSR, F&B, retail, e-commerce or multi-outlet businesses would be preferred.
• Hands-on experience managing POS, inventory, sales reporting and BI systems.
• Experience working with cross-functional teams to implement business processes and technology solutions.

Tools & Software

• Advanced MS Excel
• SQL
• Python
• Business Intelligence / Dashboarding Tools
• Cloud Automation Platforms