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USAA · 2 months ago

Business Support Analyst Lead

PLANO, TX

Full-time

Onsite

Senior Level, Lead/Staff

$103K/yr - $198K/yr

8+ years exp

USAA is dedicated to empowering its members to achieve financial security through exceptional service and products. The Business Support Analyst Lead will analyze complex business data to identify optimization opportunities for the Bank's contact centers, engaging with stakeholders to implement business strategies and processes.

Financial Services

No H1B

Responsibilities

Evaluate complex business data and trends to recommend changes in methods or procedures to increase efficiency and facilitate significant improvements to processes and systems

Provide support and direction to team members and functional partners with identifying and solving identified opportunities, resolving gaps as they are identified and updating reporting metrics

Apply subject-matter-expert functional knowledge to produce complex work deliverables in support of departmental and enterprise initiatives such as audit reviews, business strategy development and project business support

Assist and mentors team members and project managers in developing problem solving approach, identifying gaps, and determining optimal way to aggregate and communicate findings

Manage broad functional projects and/or participates as a SME resource on larger initiatives to support business requirements

Represent the business or staff agency as the subject matter expert and may be a proxy for middle-management leadership

Maintain broad system knowledge, stays current on all system enhancements, identifies training needs and implements plans

Maintain broad business knowledge, stays current on key business strategies and initiatives and identifies opportunities for support and enablement

Plan and design business processes and make recommendations and changes in order to improve and support business systems and activities and/or to deliver greater effectiveness and efficiency

Provide insight, analyses, advice and recommendations to keep business on operational and financial plan

Gather information, analyzes data and trends to identify and implement business optimization opportunities

Support team with assigned analysis, contributes in discussions of strategic options and recommendations

Develop/advise on policies, standards, risk management and controls related to relevant processes

Coach and provide on-the-job training for other team members

Ensure risks associated with business activities are effectively identified, measured, monitored, and controlled in accordance with risk and compliance policies and procedures

Qualification

Data analyticsBusiness operations knowledgeContact center managementBusiness analysis toolsProject managementCoachingCollaborationProblem solving

Required

Bachelor's Degree; OR 4 years of related experience (in addition to the minimum years of experience required) may be substituted in lieu of degree

8 years of experience in end-to-end analysis and/or operations experience, including: requirement gathering and documentation, operational planning and forecasting, data analytics, or current/future state analysis, in direct support of business planning initiatives and optimization of business operations

Knowledge of business operations and systems/business requirements processes

Experience facilitating and driving collaboration to common understanding of business requirements and driving standard enterprise wide business processes

Knowledge of business analysis tools for ex: MS Visio MS Excel, Tableau, SQL

Experience applying best practices to identifying and interpreting trends or patterns in data to develop recommendations to improve business operations

Preferred

5 years' experience in extracting and compiling advanced level analytical data, and providing concise analysis with executive level commentary

3-5 years in a role with proven results in call reduction strategies, call categorization or other call center efficiency

3-5 years' experience in implementing contact center management strategies

3-5 years' experience in implementing business planning processes and management routines

5 years working in workforce management industry practices, procedures, technologies, call routing and metrics

Experience in project management processes and implementations

Knowledge and experience with contact center management related systems for workforce management, call routing, reporting, call recording, etc. For example: NICE, Aceyus, Genesys, Cisco, etc

Experience in bringing innovation and driving automation into existing and new processes