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Business Operations Analyst II

Req #: 170096039
Location: Wilmington, DE, US
Job Category: Operations
Job Description:

As a Business Operations Analyst II on the Centralized Testing and Release Support team in CCB Operations Infrastructure, you will support quality experiences for our Call Center Specialists and Chase customers. You will lead a team that is responsible for User Acceptance Testing of desktop software applications used by our Call Center Specialists across CCB and channels used directly by our Chase customers such as Single Lending Desktop, automated phone systems and the website. You will evaluate test processes/tools to identify opportunities for improvement, automation or consolidation of test practices.  You will develop test planning, execution, and reporting strategies in alignment with Coordinated Releases and/or Monthly Off Cycle Releases. This role will be responsible for leadership of multiple test efforts as well as providing leadership, mentoring and coaching to employees. 



  • Lead a team of UAT Specialists and  Leads
  • Successfully manage testing effort for projects through the UAT lifecycle
  • Lead and provide Release support through deployment cycles to ensure quality validations and post production support occurs.
  • Develop test strategies and test plans including technical resource requirements
  • Collaborate with the team to develop best practices, incorporate efficiency principles, identify tactical and strategic opportunities and incorporate new test management procedures and tools.  
  • Ensure that all employees are proactive contributing towards early identification, monitoring, or reporting process opportunities and /or contributing towards building robust controls



Technical skills

  • Proficiency in all Microsoft Office Applications
  • Proven experience with manual and automation testing tools and strategies

Knowledge base/Education

  • Expert knowledge of testing practices and processes
  • Strong CCB platform knowledge for mainframe, client/server and/or web-based applications primarily for CCB Businesses.  New Customer Engagement knowledge a plus.
  • College Degree (Preferred)
  • 5+ years previous management experience (or equivalent) strongly preferred
  • 5+ years experience in User Acceptance Testing strongly preferred
  • Strong understanding of the customer behavior, business operations, all of the CCB Contact Centers and technology within/between each business functions is preferred

General skills/attributes

  • Excellent problem solving skills
  • Excellent verbal/written communication skills

Management ability

  • Leadership experience in managing cross-functional team members preferred
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