- Employment
- Full-time
About the role
About the Role:
As a Business Analyst at Plenti, you will support both strategic and operational process improvement initiatives, with a focus on optimising workflows across the loan application lifecycle, including complaints and collections management, customer service, and sales enablement. Working closely with internal stakeholders, you will help design and implement efficient, scalable processes that enhance both customer and partner experiences. This role sits within a team that operates extensively within the Zoho ecosystem, so you will bring hands-on Zoho experience from day one, using the platform to identify opportunities, streamline processes, and support continuous improvement initiatives.
Key Responsibilities:
Process Development & Optomisation
- Assist in identifying and designing enhancements to existing workflows across the customer journey
- Support process optimisation initiatives for loan application flows, complaints & collections management, customer service, and sales enablement
- Contribute to the development and implementation of new processes that align with Plenti’s growth objectives
- Support strategic initiatives focused on improving operational efficiency and customer experience
Stakeholder Collaboration
- Work alongside operational, product, sales, and technology managers to gather requirements and insights
- Participate in workshops and discovery sessions to ensure that process improvements reflect business priorities and feasibility
Issue Resolution & Continuous Improvement
- Assist in identifying and resolving operational issues and bottlenecks, ensuring minimal disruption
- Monitor process performance and collect stakeholder feedback to support ongoing improvements
Automation & Product Integration
- Collaborate with product and engineering teams to integrate operational needs into new product developments
- Utilise automation tools and platforms such as Zoho, Zapier, n8n, Amazon Connect, Databricks, Notion, and Google Suite to streamline workflows
About You:
You enjoy improving how things work and making complex processes simpler, faster, and more scalable. You’re comfortable working with data and stakeholders to identify problems, shape solutions, and drive practical improvements.
You’re analytical, collaborative, and motivated by creating better experiences for both customers and internal teams in a fast-paced environment.
- 2+ years’ experience in operations, business analysis, or related roles within data-driven environments
- Hands-on Zoho experience working in or configuring Zoho CRM or equivalent Zoho products is required; experience with other CRM platforms such as Salesforce or HubSpot is a bonus
- Experience using low-code / no-code automation tools
- Proven analytical skills, with the ability to translate data insights into actionable recommendations
- Demonstrated experience documenting and improving processes, with a strong focus on scalability and efficiency
- Strong written and verbal communication skills, enabling effective collaboration with cross-functional teams
- Coding experience in Deluge or JavaScript is advantageous, but not required
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