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Business Process Analyst ll

Job Description

The Business Operations Analyst II will be a part of the Consumer and Community Banking (CCB) Issue Resolution team.  The Issue Resolution team is responsible for –
  • Identifying and Resolving Control Gaps in Customer Service Operations (Card, Retail, and Auto)
  • Working Issues and Action Plans to completion
  • Preparing and Supporting Business for Compliance Tests, Audits and Regulatory Exams
  • Partnering with business leads to ensure Risks and Controls are considered in everyday operations
 
Key skills for all exempt team members in Issue Resolution include Project Management, excellent communication skills, and quality and controls knowledge. 
 
This role will support Card (Customer Service and Lending) and Retail Customer Service.
  • Consultation is a key environment focus to identify opportunities, gather feedback, and communicate to stakeholders with the vision to improving customer experience and control environment. Incumbent will offer continuous support in identifying processes which may require additional attention and analysis.
  • The individual must have the ability to effectively communicate with site leadership and business stakeholders as needed.
  • You can expect to have interaction and build relationships with internal customers, support functions and company employees outside your immediate site/work area.
  • Review and recommend new methods and procedures that act as a catalyst to improve operation efficiency and support strengthening the control environment. This includes the ability to professionally challenge the status quo.
  • This team also champions an ongoing review of policies, procedures, system functionality to improve the Specialist and Customer experience.
  • You will be tasked to perform root cause analysis and provide clear and concise documentation on steps taken to resolve open gaps.
  • Assist in developing and executing project plans and approach to monitor open issues on an ongoing basis, evaluating progress and escalating concerns to senior leadership to drive effective resolution.
Management and Business Analysis experience required.
  • Proven experience working with and creating a comprehensive strategy, process, and Quality Assurance guidelines
  • Strong written and verbal communications skills coupled with the ability to effectively communicate and partner with executives from both the Business and IT
  • Self-starter, capable of working under minimal supervision with strong decision making, analytical and creative thinking skills
  • Prior experience in Consumer Lending, Card or Retail Customer Service
  • Data /Technical Knowledge - deep business function and operational process knowledge in one or more of the following: Credit Management, Pricing/Fees, Customer/Client Servicing, Rewards/Rebates, Portfolio/Account Management, Fulfillment/Payments, Complaint Management and Partner/vendor Management
  • Leadership – ability to influence other through strong partnership across CCB and Customer Service Controls and demonstrate the ability to build partnerships with key stakeholders
  • Project Management - ability to apply project management techniques to monitor, track and status program initiatives and deliver results
  • Quality Control Acumen – methodical and detail oriented mindset
  • Analytical / Problem Solving skills - ability to visualize, articulate, and solve both complex problems and evaluate correlations and synthesize insights
  • Professional Presence – ability to project confidence, calm under fire, great interpersonal skills coupled with strong verbal communication skills
  • Client Management skills - partner with senior and operational managers in a collaborative but yet independent manner to provide risk assessment guidance, recognize risks and design enhancements
Req #: 180045125_2
Location: Lake Mary, FL US
Job Category: Credit
Employment Type: Full Time
Potential Referral Amount: 0 US Dollar (USD)

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