FC Global Services India LLP (First Citizens India), a part of First Citizens BancShares, Inc., a top 20 U.S. financial institution, is a global capability center (GCC) based in Bengaluru. Our India-based teams benefit from the company's over 125-year legacy of strength and stability. First Citizens India is responsible for delivering value and managing risks for our lines of business. We are particularly proud of our strong, relationship-driven culture and our long-term approach, which are deeply ingrained in our talented workforce. This is evident across all key areas of our operations, including Technology, Enterprise Operations, Finance, Cybersecurity, Risk Management, and Credit Administration. We are seeking talented individuals to join us in our mission of providing solutions fit for our clients greatest ambitions.
Job Description
Role Title - Lead Process Analyst - IT Operations
Value Proposition
- Be at the Forefront of IT Availability: Rapidly help in procuring required services and lead cross-functional teams with precision under pressure.
- Create Impact with Decisive Coordination: Minimize business impact through decisive Business coordination and continuous process improvement.
Job Details
Position Title: Lead Process Analyst - IT Operations
Career Level: P3
Job Category: Manager
Role Type: Full Time
Job Location: Bengaluru
About The Team
This position performs complex data analysis to identify factors that affect business profitability, growth, and efficiency. Assesses a wide scope of business practices, information, and industry trends. Determines improvements or solutions to address identified issues. Prepares technical reports by examining and summarizing data and creates specifications to support business initiatives. May oversee the work of less experienced analysts or assist in special projects as needed.
Impact
As a Business Analyst, you'll lead the charge during high volume of requests, coordinating cross-functional teams to get the services quickly and efficiently.
You'll serve as the single point of contact, driving resolution with precision, urgency, and clarity under pressure.
Key Deliverables
- Data Analysis - Sources, compiles, and interprets data. Performs advanced data analysis, effectively communicating and directing analysis output.
- Operational Support - Provides support for business operations by responding to inquiries, identifying issues, and working to improve team practices. Assists in streamlining daily workflow for overall unit, resolving escalated matters where possible. Implements recommended modifications and enhancements. May serve as an analytics resource to wider organization or business units.
- Identifying Objectives - Determines business needs through complex analysis and reporting. Develops strategies to achieve company and department goals, and communicates these using specifications, project plans, or other forms of documentation.
- Reporting - Produces reports based on data analysis, industry trends, and process capabilities. Conveys patterns, problems, and areas of improvement. May develop process enhancements based on reporting.
Skills and Qualification (Functional and Technical Skills)
Functional Skills
- Ability to demonstrate Business management professionalism, enthusiasm, and create a collaborative climate.
- Ability to effectively communicate ideas in both technical and non-technical terms to stakeholders and leadership.
- Ability to work independently with minimum supervision.
- Extensive experience with customers and experience in creating and presenting using PowerPoint.
- Strong BFSI organizational skills.
Technical Skills
- Support business planning by managing and tracking new IT purchasing requests and renewals. Exercise critical thinking, creativity, analytics, and collaboration to manage business risk and solve business stakeholder problems.
- Act as a liaison between Technology Operations and Third-Party Risk Management, Sourcing, Procurement, and Accounts Payable to support procure-to-pay activities.
- Utilize substantial decision making and independent judgment to identify the best sourcing processes. Identify risks, gaps, and upstream/downstream impacts that may increase processing time of purchase requests.
- Independently manage license pools for single-user software licenses and collaborate with IT Software Asset Management to ensure contract adherence.
- Communicate risk, issues and opportunities to management and stakeholders.
Education Requirements
Bachelor's Degree with 10+ years of relevant experience on IT Hardware & Software Purchases and renewals
- Prior purchasing or procure-to-pay experience is required
- IT Software Asset Management practitioner along with Report creation
- Vendor Management expert
- ITIL V3/4 Certificate is good to have
Leadership Qualities
A Business Analyst In IT Operates In High-stakes, High-pressure Environments And Must Demonstrate Strong Leadership Qualities To Effectively Manage Crises. Key Leadership Qualities Include
- Decisiveness Ability to make quick, informed decisions under pressure, often with incomplete information.
- Calm Under Pressure Maintains composure and focus during chaotic situations to lead teams with clarity.
- Strong Communication Clearly conveys updates, actions, and expectations to technical teams, executives, and stakeholders.
- Accountability Takes ownership of requests from start to resolution, ensuring actions are tracked and outcomes delivered.
- Collaboration Fosters cross-functional teamwork, bridging gaps between technical and business units.
- Problem-Solving Mindset Quickly identifies root causes and drives solutions with a proactive, analytical approach.
- Customer-Centric Focus Prioritizes business impact and user experience while managing requests.
- Process Evangelism Champions best practices, standardization, and continuous improvement of the IT purchasing management process.
- Resilience Adapts to shifting priorities and recovers quickly from setbacks or critical feedback.
- Strategic Thinking Balances immediate resolution with long-term improvements, always looking for ways to prevent recurrence.
Relationships & Collaboration
Cross-functional collaboration: Working closely with IT
Identify improvement opportunities.
Accessibility Needs
We are committed to providing an inclusive and accessible hiring process. If you require accommodations at any stage (e.g. application, interviews, onboarding) please let us know, and we will work with you to ensure a seamless experience.
Equal Employment Opportunity
FC Global Services India LLP (First Citizens India) is an Equal Employment Opportunity Employer. We are committed to fostering an inclusive and accessible environment and prohibit all forms of discrimination on the basis of gender, religion, caste, disability, sexual orientation, economic status or any other characteristics protected by the law. We strive to foster a safe and respectful environment in which all individuals are treated with respect and dignity. Our EEO policy ensures fairness throughout the employee life cycle. 
