Business Analyst II-Performance Excellence Analytics - Full-time / Part-time

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Business Analyst II-Performance Excellence Analytics

Req #: 180059177_3

Location: Plano, TX,US

Job Category: Operations

Job Description:

the Performance Excellence Business Analyst you will apply business acumen to drive statistical analysis and tool development within Fraud & Customer Protection Services (FCPS) to develop, implement and manage an ongoing process to improve performance and support operational excellence at the specialist level. Key partners are Operations, Risk, and Reporting and Business Planning and Analysis. This role requires the ability to create data rich tools with drill through capability and develop an analytical framework to establish metric fitness for specialist's scorecards using statistical rigor.

Primary Job Responsibilities

• Work on a team providing analytics and tools that is developing an end to end process excellence roadmap for specialist performance management through the application of standard business practices, tools, metrics, and training techniques across FCPS (~13k specialists)
• As data needs are determined, build an analytical framework that is scalable and normalized for bias that can determine metrics applicability to the scorecard process and the best comparison method to rank and score performance
• Apply business acumen and statistical methods to data cleansing, understanding variability, drivers to bias and randomization of bias across multiple segment schemes (work type, disposition of work, product)
• Oversee implementation and delivery of tools and work with internal team mates to build training material for tools and the appropriate usage controls
• Distill approved/identified opportunities into 'edible chunks' that can be easily understood and consumed by operations management teams
• Implement an agile process to allow for rapid response to changes in the external environment or the impact of new information on opportunity viability and benefit delivery
• Ensure that FCPS is appropriately aligned with financial commitments and that delivery against the commitments is correctly represented.
• BS in Statistics, Actuarial Science, Math, MIS, Business or related discipline preferred
• Graduate degree preferred
• Minimum of five years of business experience with preference in statistical background or tool development
• Call Center or large scale operations experience preferred with a solid understanding of key performance metrics
• Use of BI tools (Tableau)
• Comfortable working with large data sets inclusive of finding data
• Experience with data harvesting applications (R, Python, Alteryx)
• Ability to handle multiple projects at the same time
• Advanced skills in Excel and Microsoft Office, prefer skills in Tableau, Mini Tab, SAS
• Excellent oral and written communication skills
• Strong organizational skills, including good judgment and decision-making abilities
• Excellent interpersonal skills necessary to work effectively with a variety of individuals and business partners
• Good time management and work prioritization skills