Job Summary

• To assist the Principal Process Specialist in managing the administration of Reporting, Analytics (including Forecasting) and Development Operations (Dev Ops) work types such as reports, scorecards, analysis, tool development, and other supported tasks and processes. To partner with Operations and Functional teams through accurate and efficient execution of delivering and supporting overall strategy and performance

General Responsibility:

Supervises a team or manages assigned sub-function, including but not limited to:

Risk Management.

• Conducts scheduled and random audits to ensure compliance with all applicable laws and regulations and escalate/mitigate as necessary

Ambassador of Culture and Values.

• Upholding the company’s mission and vision by embodying excellence and doing the right thing; Advocate for customers and teams by helping them navigate through change.

Operational Performance.

• Provides periodic performance data to the Principal Process Specialist by analyzing content manager performance and productivity trends as well as results (efficiency metrics, quality, etc.)

Process Improvement.

• Identifies opportunity areas and implements strategies in collaboration with other stakeholders to improve process and customer service delivery

Organizational Collaboration.

• Maintains strong and collaborative partnerships across the organization, including Operations, Workforce, Enterprise Operations and Functional Supportto positively influence service delivery and customer satisfaction

Reporting

• Accurately create business reports that provide insight into key data points, trends and changes
• Maintain reporting user interface and backend database and perform updates as necessary
• Regularly examine and audit data reports to locate and resolve errors to ensure accuracy
• Support various groups in both Operations and Functional teams across the organization
• Ensure reporting processes are documented appropriately to mitigate risk
• Lead the periodic review of processes and procedures with relevant stakeholders to identify opportunity areas for improvement

Scorecard and Performance Management Support

• Prepare associate scorecard and rankings for Operations on a monthly basis or as needed
• Maintain scorecard database and perform updates as necessary to ensure accuracy
• Regularly review metrics and weights to ensure scorecards are updated with evolving business needs
• Create periodic analysis on associate performance distribution across groups
• Partner with HR to produce mid and end of year performance rankings for all LOBs
• Serve as the primary point of contact for scorecard creation and questions for Operations
• Present recommendations supported by data and analysis to local and senior leadership
• Ensure scorecard processes are documented appropriately to mitigate risk and ensure compliance

Development Operations (Dev Ops)

• Design, implement and maintain processes and tools which covers areas such as automation, database creation, user interface, and performance monitoring
• Generate innovative ideas, develop proof-of-concepts and rapid prototypes in partnership with customers and stakeholders
• Conduct quality assurance checks on data accuracy and/or tool functionality on a consistent basis
• Identify opportunities for process improvement and offer solutions
• Ability to clearly articulate complex concepts and technologies to a non-technical audience
• Direct and implement all aspects of Dev Ops-related projects and initiatives
• Present plans, proposals and business reviews to senior leadership

For People Leaders:

• People development. Provides sub-functional leadership to a team of RAD Associates, including recommendations for hiring, coaching, mentoring, development and talent management
• Operational Routines. Delivers administrative tasks such as but not limited to approval of time records, volume projection, capacity planning and scheduling, associate movements, etc. Inspects data accuracy on team reporting (i.e. DID, HR roster, etc)

May be assigned / rotated to other related sub-functions including but not limited to sub-functions within Reporting, Analytics (including Forecasting), and Devops

Other job-related duties that may be assigned from time to time

JOB SPECIFICATIONS/QUALIFICATIONS

Basic Qualifications:

• Bachelor’s Degree in any quantitative field (Business, Math, Economics, Finance, Statistics, Science, Engineering) or equivalent work experience
• 1.5 years of relevant working experience in a call center environment
• Solid functional understanding of call center business processes, with in-depth knowledge of planning, scheduling, and analytical tools and applications
• Strong analytical skills for high-volume financial product and call center operations performance management data
• Results orientation with an emphasis for action, versatility, and adaptability
• Critical thinking and problem solving skills
• Strong communication skills
• Management mindset with sound judgment
• Ability to self-drive and work effectively with others
• People management skills, including team formation, collaboration, and influencing (as applicable)

Preferred Qualifications:

• Experience in Structured Query Language (SQL) querying and other programming languages such as but not limited to Python, etc.
• Experience in data visualization tools such as but not limited to Tableau, Google Sheets/Slides, etc.