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We are looking for a Senior Business Operations Analyst to join our growing Collections Center of Excellence (CCoE) team. This role is a key part of the Business Planning & Analytics (BP&A) organization and will focus on developing data-driven insights, reporting, and operational strategies that improve efficiency and performance across the Collections lifecycle while enhancing the member experience.
The ideal candidate is highly analytical, collaborative, and strategic, with strong experience in SQL, Tableau, and operational analytics. This person will partner closely with Operations, Technology, Data Engineering, and leadership teams to support decision-making, optimize processes, and drive business outcomes related to loss prevention and collections operations.
This role reports directly to the BP&A MIS Manager and will serve as a senior analyst supporting the Credit Card, Personal Loan, and Student Lending businesses.
What You’ll Do
Utilize advanced SQL skills daily to analyze large datasets and support operational decision-making
Design, build, and maintain complex Tableau dashboards and reporting solutions
Develop and present Google Slides presentations highlighting Collections and Recovery insights, opportunities, risks, and strategic recommendations for senior leadership
Lead complex analytical projects from requirements gathering through reporting implementation and validation
Partner with stakeholders to optimize operational strategies through testing, impact analysis, and performance monitoring
Collaborate with MIS team members to improve existing processes, databases, and Snowflake data structures
Analyze outbound Dialer and inbound IVR performance and develop omni-channel operational reporting
Partner with Operations and Technology teams to identify gaps in workflows, policies, regulatory compliance, and execution processes related to delinquent customer communications
Build strong relationships with operations leaders to align on goals and deliver actionable insights in a fast-paced environment
Analyze business performance data from multiple sources to identify trends, risks, and opportunities
Develop recurring strategic and tactical reporting for leadership teams
Create written and verbal presentations for senior management
Ensure reporting accuracy and integrity through detailed business and data validation
Develop KPIs, performance metrics, and analytical tools to improve operational effectiveness
Partner with Data Engineering, Data Science, and Analytics teams to improve data accessibility, reporting capabilities, and best practices
Support team development through mentorship and collaboration
What You’ll Need
3–5 years of experience in an operational analytics or similar analytical role
Advanced SQL proficiency with experience working on large datasets
Strong experience building dashboards and reporting in Tableau or similar BI tools
Experience using Python and statistical analysis tools for operational or business analytics
Strong analytical and problem-solving skills with the ability to translate complex data into actionable insights
Proven ability to conduct sophisticated analysis using customer performance data, bureau attributes, and third-party data sources
Experience leading initiatives and driving results through collaboration and hands-on execution
Strong attention to detail and root cause analysis skills
Excellent written and verbal communication skills, including the ability to explain technical concepts to non-technical audiences
Ability to work effectively in a fast-paced, evolving environment
Experience analyzing financial services or operational performance data
Bachelor’s degree required
Nice to Have
Collections industry experience with knowledge of regulations including FDCPA, TCPA, FCRA, and CFPB Reg F
Experience with collections operations reporting and analytics
Experience solving highly data-intensive business problems
Familiarity with Snowflake data environments
Passion for writing well-tested, maintainable code and utilizing testing frameworks
Experience training or developing AI chat agents using summarized Snowflake data
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