Job Description – Senior Business Analyst (Operational Transformation)
IR35 Status: Inside IR35
Duration: 12 months
The Role
We are looking for a Senior Business Analyst with a strong operational background to support a key Operational Transformation programme. This is a business-led, operations-focused role with minimal IT dependency. The emphasis is on process improvement, optimisation of existing systems, and embedding efficient ways of working. You will play a critical role in improving how operations function day-to-day, ensuring that processes are streamlined, scalable, and aligned to the organisation’s Target Operating Model (TOM).
This role is not migration-focused—it requires a process-first mindset, with a strong focus on delivering real, measurable operational improvements.
Key Responsibilities
- Process Improvement & Optimisation
- Analyse and redesign end-to-end operational processes to improve efficiency, reduce friction, and enhance customer outcomes.
- Operational Transformation
- Support the delivery of transformation initiatives by embedding improved processes and operational best practices across teams.
- System Improvement (Light IT Focus)
- Identify opportunities to enhance existing systems to better support operations—focusing on usability and efficiency rather than technical delivery.
- Target Operating Model (TOM)
- Ensure all process improvements and changes align with and support the broader Target Operating Model.
- SLA & Performance Awareness
- Design and refine processes with a clear understanding of Service Level Agreements (SLAs) and operational performance targets.
- Stakeholder Engagement
- Work closely with operational teams, SMEs, and business stakeholders to gather requirements and drive adoption of improved processes.
- Operational Readiness
- Support implementation by ensuring processes, procedures, and teams are prepared for change.
Skills & Experience
Essential:
- Demonstrated experience in Business Analysis over 5+ years
- Proven experience in operations-focused roles (e.g. Customer Operations, Contact Centres, Financial Services Operations)
- Strong track record in process improvement and operational transformation
- Experience working with or supporting Target Operating Models (TOM)
- Good understanding of SLA-driven environments and performance metrics
- Ability to translate business needs into practical, process-led solutions
- Strong stakeholder management and communication skills
Key Characteristics
- Strong operations-first mindset (not IT-led)
- Focused on continuous improvement and transformation
- Practical, hands-on, and delivery-driven
- Comfortable working in evolving transformation environments
- Strong understanding of how process, SLA performance, and TOM interlink
What We Offer
- Opportunity to play a key role in a major post‑acquisition integration initiative.
- Exposure to senior stakeholders and strategic decision‑making.
- Collaborative, supportive environment with strong emphasis on delivery excellence.
- Hybrid working and competitive benefits.
We’re inclusive and welcome everyone – we want applications from all backgrounds and experiences.
Excited but not sure you tick every box? Even if you don’t, we’d still encourage you to apply.
We also consider all forms of flexible working, including part‑time and job‑share options.
We flex locations, hours and working patterns to suit our customers, the business and you. Most of our people smart‑work, spending at least 50% of their time in an Aviva office each week.
We’d love you to apply online. If you need a different way to apply, or have questions, please contact me at Katyayani.pathak@aviva.com