Customer Solutions – Collections – Business Analyst Manager

Customer Solutions – Collections – Business Analyst Manager

Requirements

• Bachelor’s Degree in relevant business field or equivalent work experience.
• Minimum 7 years experience in operations, call center, or related experience.
• Minimum 5 years management experience.
• Demonstrated strong Business Initiative Management Skills.
• Ability to influence leaders and peers across organizational lines to take action on strategic initiatives or process changes.
• Proven Leadership experience in areas of Operations, Product or Quality.
• Possess a thorough understanding of business systems, processes and industry requirements.
• Ability to present to senior leadership on sensitive subject matters.
• Ability to facilitate large groups toward the development of common solutions.
• Exceptional verbal, written, and presentation communication skills.
• Ability to multi-task and be flexible.
• Ability to manage multiple projects, work under pressure, and adapt to sudden changes in the work environment.
• Proficient in Windows based software programs (Outlook, Word, Excel, PowerPoint, Access, Visio).

Responsibilities

• Analyze non-standard business and user needs and resolve complex problems by working in collaboration with all partners through the Bancorp.
• Builds credibility and adoption of team leadership methodologies through identification and communication of the value proposition, providing expertise for customer experience initiatives, problem prevention/resolution initiatives, and strategic initiatives to make measurable improvements.
• Team leader for large or complex business initiatives providing direction, guidance and leadership to management staff, ensuring business initiative and analysis personnel work with business partners to ensure all proper requirements and supporting development deliverables are accounted for and well documented.
• Facilitate business initiative team meetings, manages agendas and meeting recaps to ensure all tasks and goals are being accomplished as expected.
• Ensure that resources assigned to the initiative have all the tools and information needed to perform their tasks. Evaluate multiple business initiative interdependencies.
• Functions as the liaison between the business lines, operations and the technical areas throughout the project cycle meeting regularly with strategic business partners to review current challenges, uncover root causes, recommend course correction, and implement strategies to support implementation effectiveness based on feedback.
• Leads and/or monitor design and execution of key process improvement, problem prevention and customer experience initiatives to achieve Performance Plan objectives and coordinates development and support for new and existing processes, partnering with the technical areas in the research and resolution of system and process problems.
• Identifies system enhancements and problems, documents business needs and determines development impact to current processes. Works with IT and users to ensure accuracy of enhancements.
• Reviews operational procedures and methods and recommends changes for improvement with an emphasis on automation and efficiency providing the means by which the lines of business may capitalize on income and cost saving opportunities.
• Conducts best practice research; makes recommendations to the Operations leadership and designs and executes on related improvements to processes.
• Works as a trusted advisor by establishing, maintaining and growing long term client relationship.

Preferred Qualifications

No preferred qualifications provided.