Senior Business Process Analyst - UK and NL

Human Resources & Talent Acquisition London, London Edinburgh, United Kingdom


Location: Edinburgh, London, UK, or The Hague, NL

Position Status: Full-Time, open term 

Salary: Edinburgh: circa 36-38K; London: circa 42-44K; The Hague: circa 43.5-45.5k

Apply with CV and Cover Letter by April 17th 

The individual must have the independent right to live and work at the location of assignment (ie., not require visa sponsorship)


About Mercy Corps

Mercy Corps is powered by the belief that a better world is possible. To do this, we know our teams do their best work when they are diverse and every team member feels that they belong. We welcome diverse backgrounds, perspectives, and skills so that we can be stronger and have long term impact.



Department Summary

The People Team ensures that Mercy Corps has the resources, systems, culture and support in place to drive an ambitious global mission while ensuring our individual team members thrive. With the support and contributions of the individual units, including Global Talent, Global Human Resources, Systems and Analytics, Total Rewards, and Gender, Diversity and Inclusion (GDI), the People Team seeks to foster and achieve fulfilled, equitable, inclusive, diverse, and high performing global teams. We do this through recruiting and retaining the best global talent and shaping this talent into our future leaders through equitable development opportunities, and then by driving strategic partnership at all levels of the organization. We steward the organizational culture through our systems, structure, and processes and align conversations around diversity, equity, and inclusion, wellbeing, total rewards, learning and safeguarding priorities; and connect all of this to our core operations and overall mission.



General Position Summary

The role of Senior Business Process Analyst will be part of the People Systems and Analytics Team (PSAT) and is specifically responsible for driving cross-departmental business changes through the design/development of proper structures, systems, and processes to meet business needs.  The role will be responsible for engaging stakeholders and customers, understanding their needs, and working with appropriate partners to deliver the most fitting process designs and solutions.  Equally as important, the role will also play a key part in the implementation, operationalization, and execution of delivered processes and solutions.  The Senior Business Process Analysts’ job is not complete until the process or solution is running efficiently and fulfilling the identified needs of our customers. 


The department also has a significant need for clear and concise process documentation  This role will be counted upon to build and establish new norms for documenting processes and decisions as well as producing the knowledge artifacts and assets. Operational excellence, customer experience, and ethical integrity are of the utmost importance for this role.


Essential Responsibilities



  • Engage stakeholders to capture business needs through user stories, process flows, and/or requirement lists
  • Analyze requirements and parameters with subject matter experts to produce appropriate process designs and solutions
  • Coordinate and drive completion of process implementation or improvement projects
  • Author, update, and/or maintain associated policies, operating procedures, and process documents
  • Monitor effectiveness of deployed process designs or solutions and recommend adjustments as needed
  • Identify and recognize early signs of business risk and process issues
  • Have regular check-ins with stakeholders and high priority customers
  • Manage and cultivate productive working relationships with business owners, subject matter experts, and end users
  • Define, implement, and improve business process methodologies and procedures


  • Develop and oversee training plans for new or updated business procedures and processes
  • Develop and/or improve training plans as new processes are released or updated
  • Author training materials, reference guides, tutorial videos, or other knowledge assets
  • Actively engage, monitor understanding, and increase knowledge/skill/abilities of user communities with collaboration tools such as Workplace, Microsoft Teams, or SharePoint



  • Support engagement, communications, and training campaigns to improve People Team systems and data capacity 
  • Support implementation tasks such as requirement gathering, testing, and deployment activities



  • Provide project and/or change management support to business improvement initiatives
  • Identify potential project, implementation, or change risk commonly linked with business transformation and transitions
  • Conduct stakeholder analysis and change impacts of current and upcoming change initiatives
  • Engage, coach, and support leaders with their role in business transformation and behavior change

Understand and oversee project costs and changes in future operation costs

Supervisory Responsibility




        Reports Directly To: Director – People Systems and Workforce Insights

        Works Directly With: People Team Directors, Global People Team Advisors/Officers, Country HR Managers/Officers, People Team Project Manager, Continuous Improvement Manager, Business Analysts


Accountability to Participants and Stakeholders

Mercy Corps team members are expected to support all efforts toward accountability, specifically to our program participants, community partners, other stakeholders, and to international standards guiding international relief and development work. We are committed to actively engaging communities as equal partners in the design, monitoring and evaluation of our field projects.


Knowledge and Experience

        Relevant BA/S degree (Human Resources, Business Administration, IT) or business experience equivalent required

        2-3 years’ experience in process or operations analysis required

        2-3 years’ experience in process design/mapping, documentation, and training required

        Experience leading and guiding cross-functional, multicultural project teams

        English fluency required; Spanish, Arabic and/or French fluency preferred

        Process improvement certification (Lean/Six Sigma, BPM) preferred

        Project management certification (PMP, PMI, Prince,etc) or change management certification (PROSCI, CCMP) a plus

        Proficient in process mapping tools (Visio, LucidChart, SmartDraw) and project management tools (Smartsheet, Wrike, Asana, MSProject)

        Experience in human resources, recruiting, talent management, or learning & development a plus


Success Factors

A successful Senior Business process analyst has the innate ability to seek and understand the business needs of our HR teams and partners.  They develop effective and sustainable solutions by employing their knowledge of process design and their skill in guiding and leveraging subject matter experts.  The individual in this position must be analytical and discerning of the nuances and details of processes and procedures and can foresee or deduce potential risks.  They comprehend characteristics of good processes and independently learn new methods of business process management.  This role must be creative, customer service-oriented, and can effectively partner with/manage stakeholders with high expectations. 


Living Conditions / Environmental Conditions

The position is based in the United Kingdom or NL.  The position may require adjusted work hours to support country programs and HQ offices worldwide.  Reliable and secure internet connection is required.


Ongoing Learning

In support of our belief that learning organizations are more effective, efficient and relevant to the communities we serve, we empower all team members to dedicate 5% of their time to learning activities that further their personal and/or professional growth and development


Diversity, Equity & Inclusion

Achieving our mission begins with how we build our team and work together. Through our commitment to enriching our organization with people of different origins, beliefs, backgrounds, and ways of thinking, we are better able to leverage the collective power of our teams and solve the world’s most complex challenges. We strive for a culture of trust and respect, where everyone contributes their perspectives and authentic selves, reaches their potential as individuals and teams, and collaborates to do the best work of their lives.


We recognize that diversity and inclusion is a journey, and we are committed to learning, listening, and evolving to become more diverse, equitable and inclusive than we are today.


Equal Employment Opportunity

Mercy Corps is an equal opportunity employer that does not tolerate discrimination on any basis. We actively seek out diverse backgrounds, perspectives, and skills so that we can be collectively stronger and have sustained global impact.


We are committed to providing an environment of respect and psychological safety where equal employment opportunities are available to all. We do not engage in or tolerate discrimination on the basis of race, color, gender identity, gender expression, religion, age, sexual orientation, national or ethnic origin, disability (including HIV/AIDS status), marital status, military veteran status or any other protected group in the locations where we work.


Safeguarding & Ethics

Mercy Corps is committed to ensuring that all individuals we come into contact with through our work, whether team members, community members, program participants or others, are treated with respect and dignity. We are committed to the core principles regarding prevention of sexual exploitation and abuse laid out by the UN Secretary General and IASC and have signed on to the Interagency Misconduct Disclosure Scheme. We will not tolerate child abuse, sexual exploitation, abuse, or harassment by or of our team members. As part of our commitment to a safe and inclusive work environment, team members are expected to conduct themselves in a professional manner, respect local laws and customs, and to adhere to Mercy Corps Code of Conduct Policies and values at all times. Team members are required to complete mandatory Code of Conduct elearning courses upon hire and on an annual basis.