Job Description:

The Senior Analyst plays a crucial role in providing strategic business analysis services to our partners. This position emphasizes understanding the context, strategy, and processes of our and our clients’ organizations. The Senior Analyst partners closely with business units to gain in-depth insights into customer needs, services, and the overall business roadmap. This role is one where resourcefulness, flexibility with data approaches and methodologies, tenacity, and collaboration across various organizational functions are critical requirements for success. One should be capable of processing/transforming raw information into manageable and digestible data or generating data by listening to calls, reading chat logs, etc., when needed. The Senior Analyst is also expected to proactively assess the program to identify projects that enhance operations and finances. They are expected to focus on driving results across multiple areas (e.g. apply process improvement principles to streamline workflows, create/apply solutions for identified revenue opportunities, etc.)

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Responsibilitie

s:
Strategic Insig

• ht:Work in partnership with internal and client units to gain a comprehensive understanding of their business strategies, processes, and servic
• es.Comprehend the broader business environment in which the company operates, including industry trends, competitive landscape, and internal dynami
• cs.Identify opportunities that are crucial in overcoming business challenges based on impact and val
• ue.Leverage collected insights, business environment intelligence, and data measurement for solution feasibili

ty.Process Review and Improveme

• nt:Understand, map and review assigned business processes from end-to-e
• nd.Identify operational, financial, and technological risks, and provide quantified mitigation strategi
• es.Foster a culture of continuous improvement, encouraging the identification and exploration of innovative solutio

ns.Analytical Project Management/Participati

• on:Scope and manage analytical projects, including timeline creation and documentati
• on.Work together with operations and/or clients to understand business problems and process
• es.Conduct data analysis and present actionable and quantifiable recommendatio
• ns.Implement and track the impact of recommendations to ensure value realizati

on.Communication and Relationship Manageme

• nt:Keep stakeholders informed through effective communication – manage clients’ previous and current needs, align tasks to appropriate departments, showcase project gains and victories, and advise of progress and potential showstoppe
• rs.Present analysis, findings, and other media to all levels of the organization including executiv

es.Data-Driven Decision Maki

• ng:Utilize expertise in Information Systems to develop, set up, and manage coherent reports that contribute to the execution of action pla
• ns.Ensure data reliability and validi
• ty.Leverage data reporting to gain business insight and operationalize opportunities identified, with the possibility of employing statistical analysis for trend/insight validi

ty.Teamwork and Accountabili

• ty:Ensuring client wins by initiating improvements and owning the busine
• ss.Coordinate and contribute with team members and peers to implement solutio
• ns.Holds self accountable by following through on proposed initiatives, implementation, and outcom

es.Call-Related Tas

• ks:Listen to live and recorded calls to generate data and/or spot quantifiable improvement opportunities and glean business insigh
• ts.Assess customer emotions and satisfaction levels through sentiment analys
• is.Identify hindrances to issue resolution and ensure process compliance is consistent on customer interactio

ns.
Qualificati

• ons:
  Bachelor’s degree in related field from a four-year college or university with two to four years related experi
• ence.Strong analytical skills and ability to use descriptive statistics & predictive analytics methods to translate data into business insi
• ghts.Ability to work in an environment where activities and deliverables are dependent on a diverse group of technical and business functional exp
• erts.Ability to adjust and adapt to constantly changing business needs & priori
• ties.Verifiable skill in following through with project/solutions implementation. Adept at leading solutions implementation from identification of opportunity and determining business case/potential value and ROI to results/ROI follow-thr
• ough.Excellent communication and collaboration skills, with particular focus on promoting analysis and proposing solut
• ions.Ability to work quickly and efficiently without direction or supervision for extended per
• iods.Advanced/expert skills in the use of Microsoft Office applicat
• ions.Demonstrated ability in creative problem solving and innovative solution develop
• ment.Willing to align to a North American work sche
• dule.Willing to work onsite fully or as needed on client/account/business n
• eeds.Pref
• erredExposure to Python, SQL, Databricks and similar applicat
• ions.Familiarity with machine learning concepts and technolo
• gies.Experience using AI tools to create solut
• ions.Knowledge of Six Sigma or similar process improvement methodolo