This position will provide data and reporting needs to various business segments across Consumer Contact Centers organization. Reports can vary from Execute level reports to ADHOC (one-time) reports for contact center managers. This person will work closely with business partners and the technology team members to define technical solutions/needs, determine requirements, and develop functional designs based on line of business (LOB) needs and objectives to ensure requirements and functional designs are translated accurately into reporting needs.
Responsible for understanding the reporting audience and use of data, ensuring what is developed aligns with how the reporting will be used/what will it drive. Must be able to not only develop the reporting, but analyze the data results. Identifies data anomalies, understands data trends and can quickly elevate any risks based on results and recommendations to ensure outcomes are trending appropriately (e.g., telling the story of the data).
Required Skills and Experience:
Deep experience with data, data gathering and reporting (sourcing data, building reports & analyzing data)
Proficient in SQL with ability pull and analyze LOB data.
In-depth knowledge of the bank systems and call center operations environment.
Strong analytical and problem solving skills to effectively communicate with technical and non-technical audiences and quickly elevate any risks or challenges.
Excellent interpersonal skills; positive attitude; team player, flexible.
Crisp written and verbal communication skills, able to lead meetings, follow-up, negotiate and resolve ambiguity.
Excellent time management skills; ability to manage against short deadlines.
Ability to work independently, draw meaningful conclusions and develop recommendations.
Keen attention to detail and strong sense of ownership and accountability for work.
Motivated to work closely with other team members of varying levels of seniority, geographical areas and experience within a cross functional team.
Must have strong Microsoft Office skills (Visio, Excel, and PowerPoint), with ability to pull together crisp and concise presentation decks.
Minimum of 2-3 years managing projects (of various sizes) using both Waterfall and Agile methodologies.
Desired Skills and Experience:
Data knowledge including but not limited to 1H and net
Knowledge of data visualizations in Tableau
Performance Scorecard and Incentive Knowledge
K performer knowledge
Bachelor degree required. Individual typically has 5-7 years of experience in a reporting, data, or analytical role.
Enterprise Role Overview:
Responsible for the day-to-day resolution of complex problems and the execution of complex transactions for multiple sites or larger business unit(s), including research. Leads in the design, development and implementation of complex products, systems and services in an operations environment. Manages projects and direct activities of a team related to special initiatives of an operations nature. Functions as the technical expert in their assigned area. Major accountabilities are based on individual expertise and capabilities. Provides work direction, guidance and expertise to less experienced associates and provides training to associates and Business Partners on new and complex initiatives. Builds strong relationships with Business Partners across LOBs. Has in-depth understanding of the business unit's operations processes and implications on other groups within the operations function and other divisions within the company. Knowledge acquired through increasingly responsible operations analysis work. Clearly recognized as a content expert by peers. Bachelor degree or equivalent preferred. Individual typically has 5-7 years of experience.
Posting Date: 10/18/2018
Location: Phoenix, AZ, CATALINA BLDG, 1825 E Buckeye Rd, Brea, CA, 275 Valencia Ave (CA7701), Newark, DE, Deerfield V, 655 Paper Mill Rd, Utica, NY, 5701 Horatio St (NY7501), Charlotte, NC, ONE BANK OF AMERICA CENTER, 150 N COLLEGE ST, - United States
Travel: Yes, 5% of the time
Full / Part-time: Full time
Hours Per Week: 40
Shift: 1st shift
Bank Of America Corporation