Business Analyst I - Webstats Reporting

Job Description

You will be expected to develop a strong understanding of the unique processes, system data, compliance responsibilities and workflow of each line of business (LOB) request, while maintaining and finding solutions that adhere to standardized processes, aligned metrics, and the overall strategy of the CCB Operations and Webstats productized tool. You will assess and manage changes to business models or operating strategies, update reporting calculations, and create proof of concept results to ensure data accuracy as needed. You will also be accountable for recognizing opportunities and recommending enhancements to existing/ new process flow(s) to improve effectiveness, efficiency and quality of the customer experience and performance management.Internal and External Description:

• Seasoned and diverse experience with business analysis
• Knowledge of effective project management and principles of Agile
• Knowledge of Contact Center, Workforce, and Back Office Dynamics
• Understanding of CCB Operations Lines of Business needs and processes
• Ability to consult and collaborate with others on solutions and cross impacts
• Proven competency in developing, reporting, and analyzing business data
• Excellent analytical, problem solving, and time management skills
• Demonstrates critical thinking approach to problem solving
• Experience in workflow analysis and documentation
• Outstanding communication and presentation skills
• Strong teamwork and client management skills
• Identifies and performs root cause analysis on process breaks, strategy enhancements and implement solutions
• Strong testing experience and discipline
• Creates environment of reliable data, transparency of issues, escalation and accountability
• Adjusts approach when necessary, in light of new findings, to ensure appropriate focus and coverage
• Identifies internal process opportunities and initiate strategic plans
• Develops recommendations to strengthen internal controls and improve operational efficiency
• Utilizes knowledge of business to level set the issues and escalate as appropriate
• May lead various ad hoc projects

Internal and External Qualifications:

• Bachelors Degree or equivalent work experience
• Advanced SQL skills
  • Proven ability to analyze, understand large and/or complex data
  • Ability to provide evidence of data query and data analytics work produced
• Strong experience with data transformation tools. (examples: Alteryx and Python)
• Experience or working knowledge with Business Intelligence (BI) and data visualization tools (examples: Tableau, Cognos, Kibana/Elastic Search, Gaia)
• 2+ years working knowledge required in the following:
  • Financial Services Call/Contact Center industry
  • Knowledge of various call/contact center solutions (Telephony, IVR, Scheduling, Call Recording, Reporting/MIS Tools, KANA Email, Back Office Tools, Customer Experience drivers)
  • Business analysis, reporting of business data, problem identification, resolution and root cause analysis
  • Data marts, data relationships, query techniques/strategies/optimization
  • Proven competency in writing requirements and designing reports
  • Ability to interpret and create functional usage mock-up and process flows
  • Presentation/communication/delivery skills- written and verbal
  • Effective project management and multi-assignment handling skills
  • Customer relationship and experience management
  • Team work contributing beyond core role and responsibilities

Preferred Skills:

• Minimum 2-3+ years of process improvement experience
• Ability to interact with all levels of management and business partners
• Proven presentation creation and delivery skills
• Ability to work independently with minimal supervision
• Must be able to effectively handle competing priorities and have the ability to work as a part of multiple teams
• Must have outstanding attention to detail and ability to learn complex processes that affect various functions and business units within Chase
• Excellent oral and written communication skills
• Welcomes and is adaptable to change

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Keyskills :
customer relationsdocumentationrequirementsfunctionalbusiness requirementsroot cause analysisdata analyticsbusiness unitsworkflow analysiscritical thinkinginternal controlsproject managementdata visualization