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Business Process Analyst II

Job Description

The New Customer Engagement (NCE) team includes operational functions core to the on-boarding of new customers.  The Operations Readiness Business Process Analyst II is responsible for ensuring NCE Operations (Lending Services and Apply by Phone) and their support functions are prepared for any change initiative.  A primary function of the role will include customer written communication process management and oversight.   The role will be an individual contributor role but will have responsibility for providing coaching to existing Operations Readiness Business Process Analysts and potentially contracted employees to drive the team to success. 
In this role, the individual will organize, direct, manage and control the activities associated with large scale strategic initiatives and run the engine activities for NCE in partnership with the Operational areas and external partners.  External partners include but are not limited to the Communications Center of Excellence, Risk Policy, Control Office, Compliance and Marketing. This position requires strong business knowledge and communication skills to ensure initiatives are completed on time and will improve the overall experience for customers and employees.  
The ideal candidate for this role has 6+ years of leadership experience that includes operations management, performance and leadership development, communications, process reengineering, and project management with proven organizational development and influence/negotiation skills.
Strong project management and organizational skills
  • Has experience in leading process improvement and change management initiatives
  • Possesses ability to problem solve critical issues and conduct root cause analysis to understand the essence of key issues
  • Able to identify opportunities and provide recommendations to improve the process
  • Is detail oriented and able to multi-task
Building relationships and using influence
  • Able to build and maintain strong partnerships with key stakeholders and collaborate with business and control organization
  • Proven ability to achieve alignment across a range of different opinions and interests and across diverse operational activities
  • Is an excellent communicator; able to facilitate large forum meetings
  • Is a self-motivated and confident leader with the ability to challenge and influence change
Executing for results
  • Has experience in defining and executing quantitative plans
  • Able to identify and drive initiatives to promote a controlled environment with prior experience managing issues and action plans through to closure
  • Possesses high levels of energy and endurance
  • Rigorously holds oneself and others accountable for achieving high levels of individual and organizational performance
  • Strong written communication skills with knowledge of Voice a Chase style and language a plus
Analytical and technical skills
  • Is able to synthesize data to draw conclusions
  • Consistently evaluates decisions in terms of impact to the business
  • Possesses ability to present complex information in an understandable and compelling manner
  • Proficient in MS Office applications
Knowledge of credit card business with Lending subject matter knowledge a plus
Bachelor’s degree required; advanced degree preferred
Req #: 160016357
Location: Wilmington, DE US
Job Category: Credit
Employment Type: Full Time
Potential Referral Amount: 0 US Dollar (USD)

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