Technical Business Analyst / Operations Lead

            

 

 

 

Role Description:    Business Analyst / Technical Operations Lead

Department:       engageHR
Reports To:       engageHR Head

ROLE PURPOSE

The Business Analyst is responsible for the operational delivery of engageHR, ensuring successful client implementations, ongoing client satisfaction, reliable technology operations and effective coordination with Paymenow (PMN) teams.

The role manages the end-to-end client journey from implementation planning and solution configuration through go-live, ongoing support and continuous improvement. It acts as a key link between engageHR clients, internal business stakeholders and technical teams, ensuring that client requirements are understood, translated into workable solutions and delivered effectively.

The role also oversees day-to-day platform operations, particularly the Mintor technology platform during the Mintor-engageHR tech transition period, and supports the evolution of engageHR through structured requirements, testing, product feedback and release coordination.

While the role reports directly to the Head of engageHR, it is a matrix role that is also accountable to the Implementation, Activation, Customer Support, Customer Relations, Tech Support and Product Teams.

The role entails being highly organised, analytical, service-oriented and comfortable working across clients, business processes and technology in a fast-paced environment.

KEY RESPONSIBILITIES

Implementation Management

• Manage end-to-end client implementations, from project initiation and planning through onboarding, configuration, testing, go-live and post-go-live monitoring.
• Coordinate client discovery and requirements-gathering sessions to understand business processes, objectives, systems and operational needs.
• Translate client requirements into clear solution configurations, bespoke requirements specifications, process flows and implementation plans.
• Coordinate technical activities and dependencies, including integrations, configurations and inputs required from internal teams and external stakeholders.
• Plan and coordinate User Acceptance Testing (UAT), capture feedback, track defects and ensure issues are resolved or appropriately escalated before go-live.
• Prepare and maintain client-facing and internal implementation documentation, and deliver or coordinate client training.
• Manage go-live readiness, communications and cutover activities, monitor the solution after launch and ensure a structured handover from implementation to ongoing client support.

Client Success & Support

• Manage day-to-day relationships with engageHR clients, acting as a primary point of contact for operational matters.
• Respond to client queries, coordinate support requests and manage change requests through to resolution or appropriate escalation.
• Monitor client satisfaction, platform adoption and engagement, proactively identifying risks, service concerns and opportunities to improve the client experience.
• Maintain regular client communication and coordinate client retention activities with relevant engageHR and PMN stakeholders.
• Identify opportunities to expand usage, introduce relevant modules or services and support upselling in collaboration with the appropriate commercial team.
• Ensure client expectations, commitments and outstanding actions are clearly recorded, communicated and followed through.

Technology Support & Operations

• Own day-to-day operational support of the engageHR technology environment, with particular responsibility for the Mintor technology platform during the transition period.
• Manage platform configurations, client settings, integrations and routine operational checks to support reliable service delivery.
• Provide first-line technical investigation and support, troubleshooting issues and determining business impact, urgency and next steps.
• Log, track and manage incidents and defects, coordinating second- and third-line escalations with the relevant technical teams and following issues through to resolution.
• Coordinate technical communication with clients, including incident updates, service-impact notifications, workarounds and resolution confirmations.
• Coordinate release activities and operational readiness with Product and Technology teams, including communicating relevant changes to clients and internal stakeholders.

Product Development Support

• Collaborate with PMN Product and Technology teams on product requirements, specifications, prioritisation, testing, pilots and releases.
• Represent client and operational needs in product discussions, ensuring that feedback and recurring support issues are clearly articulated.
• Document enhancement requests, business rules, workflows, acceptance criteria and other information needed to assess and deliver product changes.
• Support the evaluation and prioritisation of product enhancements by providing context on client impact, operational effort, dependencies and business value.
• Participate in product testing and pilot implementations, validate outcomes and provide structured feedback before wider release.
• Identify opportunities to improve product functionality, usability, configuration and operational efficiency.

Operational Reporting & Performance

• Track implementation progress, milestones, dependencies, risks and outstanding actions across the client portfolio.
• Monitor service levels, incidents, support queues, unresolved issues, client adoption and other operational KPIs.
• Prepare and provide regular operational reports to the engageHR Head, highlighting delivery status, trends, risks, bottlenecks and decisions required.
• Identify recurring issues and areas for improvement, and recommend practical actions to strengthen service quality and operational performance.
• Maintain visibility of client commitments and ensure that actions are assigned, monitored and completed.

Knowledge & Documentation Management

• Maintain accurate and accessible client documentation, including requirements, configurations, integration details, decisions and support history.
• Maintain technical and operational documentation for platform configurations, implementation processes, support procedures and known issues.
• Develop and maintain reusable implementation templates, checklists, training materials and client handover documentation.
• Maintain the internal knowledge base so that information is current, structured and accessible to relevant team members.
• Ensure that operational knowledge is documented and transferable, reducing dependency on individual team members and supporting continuity as the engageHR technology environment evolves.

 

KEY COMPETENCIES

• Implementation & Project Coordination: Ability to plan and coordinate multiple workstreams, manage dependencies and deliver technical implementations through to successful go-live.
• Client Relationship Management: Builds trusted client relationships, communicates proactively, manages expectations and remains focused on client satisfaction and retention.
• Analytical Thinking & Problem-Solving: Investigates operational and technical issues, identifies root causes and develops practical solutions.
• Technology Aptitude: Comfortable working with digital platforms, configurations, low-code tech implementations, integrations and technical teams, and able to translate technical matters for non-technical audiences.
• Communication & Stakeholder Management: Communicates clearly and effectively with clients, colleagues and technical stakeholders, ensuring alignment and follow-through.
• Organisation & Attention to Detail: Maintains accurate records, documentation, plans and issue logs, and manages competing priorities reliably.
• Ownership & Accountability: Takes responsibility for operational delivery, follows issues through to resolution and escalates risks at the appropriate time.
• Collaboration & Adaptability: Works effectively across teams and is comfortable operating in a changing environment as the engageHR product and technology landscape evolves.
• Continuous Improvement: Identifies recurring problems, learns from client feedback and proactively recommends improvements to products, processes and service delivery.