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Business Systems Analyst II Telephony Lead CSS

Req #: 170115738
Location: Mumbai, MH, IN
Job Category: Operations
Job Description:

The lead role will be responsible for operational performance of multiple systems across various lines of business within the firm.  The individual will partner with key stakeholders to enhance the customer experience across lines of business.  The individual will contribute towards the design, implementation and analysis of customer and system performance trends to optimize the customer experience and shareholder value across the CCB Organization. This includes communicating analytical results and control reporting information to senior business partners.  This person will be expected to improve existing processes while developing innovative solutions for customer contact channel and applications through the development of controls and insights. 

                                                                                                                                                       

This position will also be responsible for:

  • Conduct research and analysis for critical projects that may impact service level and customer satisfaction
  • Work across various functional areas with multiple levels of management, support groups, and vendors to obtain effective results against established service levels
  • Steer and coordinate changes to Policy / Procedures, Strategy and other impacted functions
  • Design, implement, track and report on new strategies in a Test vs. Control environment.
  • Develop and utilize existing MIS and have the ability to extract data to analyze contact trends, response rates and system trends and proactively communicate trends to leadership team and support partners
  • Provide programming support of ad-hoc requests and special projects as assigned
  • Drive CCB enterprise cross line of business interests related to operational opportunities over a broad array of service channels
  • Influence strategic direction to manage risk and controls for specific Business Function processes
    • Lead  efforts to develop best practices, incorporate efficiency principles, identify and propose tactical and strategic opportunities to improve the customer experience
    • Collaborate and influence peer groups to provide strategic direction and support to manage risk and controls for specific Business Function processes
  • Proactive develop and implement early identification, monitoring, and control reporting enabling process stability and efficiency
  • Provide solutions through a variety of analytics and troubleshooting tasks
  • Develop and Lead communications to senior leaders across Operations, IT, Compliance, Risk, etc.
  • Drive and maintain deep partnerships between key stakeholders and strategic suppliers

The qualified candidate will possess:

  • Bachelor's degree or equivalent experience/training. MBA preferred.
  • Experience in leading and developing teams. Demonstrated ability to inspire and develop high performing employees. Preferred 3-5 years of direct people management experience
  • Experience with process analysis, design and management, process improvement, and activities.
  • Demonstrate excellent analytical rigor and logical thinking with a continuous process improvement mindset. Ability to synthesize information across multiple platforms, systems, and organizations.
  • Ability to creatively problem-solve and design integrated business process/technology solutions through analyzing and decoding complex, ambiguous operational and system environments. Must be able to drive improvement opportunities through leadership alignment and execution to an the desired end state
  • Strong understanding of Contact Center practices and technology across multiple lines of business preferred
  • Ability to champion change and influence people to adopt new ways of performing work by demonstrating effectiveness in interpersonal, verbal and written communication skills.  Able to succinctly communicate complex concepts and adjust delivery according to the audience across all levels of the organization
  • Must possess willingness and ability to learn and apply new skills and knowledge on a continuous basis
  • Strong working knowledge of Microsoft office, including Power Point, Excel, Visio, Microsoft Project
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