Senior Business Analyst, Operational Excellence

The BSS Ops Department (BSOPD) is responsible for operating a high-quality Business Support System (BSS) that integrates with the broader Rakuten Ecosystem, directly contributing to maximize Rakuten Mobile’s business.

These BSS platforms are critical for managing telecommunication business operations.

Additionally, we provide excellent customer support and facilitate all BSS integrations.

The BSS Ops Department is responsible for ensuring system stability and quality performance of our BSS platform and applications.

Our goal is to deliver operational excellence by ensuring that our teams can effectively monitor, troubleshoot, and resolve system issues when they arise, and by proactively finding innovative ways to anticipate issues before they become customer escalations.

Our department is a multinational and multicultural team, providing an exciting environment for those with a global perspective.

Being part of the TBASD organization you will experience first-hand Rakuten's mission of "empowerment" through your work.

You can also experience how the products and services you support reach and delight users, and you will have a unique opportunity to drive high-impact operational transformation at scale.

We are seeking a strategic Senior Business Analyst, Operational Excellence to own the operational health and continuous improvement of our BSS operational processes.

You will serve as a key liaison between business stakeholders and technical teams in ensuring we deliver operational excellence.

You will be responsible for identifying operational bottlenecks, leading process improvement initiatives, and ensuring our BSS systems and workflows (incl. Front End, Order Management, and Billing) align with evolving business goals and customer needs.

Drive Operational Excellence: Proactively identify systemic process bottlenecks and operational inefficiencies impacting delivery quality.

Functional Analysis: Perform root cause analysis on business-impacting processes, focusing on process gaps and business logic errors rather than code-level debugging.

Lead Improvement Initiatives: Work cross-functionally to design and spearhead continuous improvement projects to streamline workflows, reduce manual intervention (including AI utilization), and improve cycle times.

Data-Driven Insights: Define, track, and report on key operational performance metrics (KPIs) to identify trends, drive operational process improvements, and justify investments in system enhancements.

Bridge the Gap: Act as the primary conduit between Business owners, Product Management, Engineering, and Operations teams, ensuring clear communication and alignment on project goals and system impacts.

Requirement Ownership: Define and manage the roadmap of operational / system enhancements and fixes, ensuring priorities are aligned with business impact, revenue generation, and customer/employee experience.

Change Management: Lead the documentation of new processes, creation of training materials, and support for the adoption of new system features or operational workflows.

Post-Incident Review: Participate in business-focused post-mortem reviews and Root Cause Analysis (RCA) to document lessons learned and drive preventative process changes.

The BSS Ops Department includes team of 100 members located in Japan and India.

BSS Operations teams are normally aligned to key BSS workflows (incl. Front End, Order Management, and Billing) and key functional areas (incl. change management, customer support, incident management, etc.)

Our highly diverse team includes new graduates, mid-career professionals, and members representing over 10 different nationalities.

Our mid-career hires come from a wide range of industries and backgrounds.

In terms of language use, communications with Business stakeholders are in Japanese and English, while conversations with technical teams are mainly in English.