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Business Analysis Manager

Job Description

As an Integrated Reporting Business Analyst Manager you and your team members will be interfacing with various business units and functional support groups in Consumer & Community Banking (CCB) Operations to understand how employee and business performance is measured and reported to translate them to automated reports, metrics, and performance management tools. The role requires strong business analysis skills to quickly assess how call center and back office technology solutions are used by CCB specialists and leaders with ability to easily translate and recognize the associated data, data relationships, and cross impacts for assessing performance.  You will effectively and accurately utilize SQL tools to research potential data sources, design reporting and data structures, create requirements and screen mock-ups, present and share information with stakeholders, test and implement automated reporting tools and functions.  


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 CSS MIS Center of Excellence (COE) and Webstats productized tool.  You will assess and manage changes to business models or operating strategies, update reporting calculations, and test reporting changes 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. 


This role is especially focused on leadership and critical thinking regarding all tasks, functions, and team members performing items previously described.

  • Seasoned and diverse experience with business analysis

  • Knowledge of effective project management and Agile development

  • Knowledge of Contact Center 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

  • Experience in workflow analysis and documentation

  • Outstanding communication and presentation skills

  • Strong teamwork and client management skills

  • Ability to complete a hands-on technical assessment of SQL data query skills during interview process

  • 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 conduct various adhoc projects


  • Bachelor's Degree or equivalent work experience

  • Advanced Skills in SQL and Microsoft Office tools 

  • Experience or working knowledge with Business Integelligence (BI) tools (examples:  Tableau, Business Objects)

  • 2+ years working knowledge required in the following:

    • Proven leadership experience

    • 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

Req #: 180033380_1
Location: Columbus, OH US
Job Category: Operations
Employment Type: Full Time
Potential Referral Amount: 0 US Dollar (USD)

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