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Business Operations Analyst
Experian
Costa Mesa, CA, United States
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Description
Experian Consumer Services (ECS) markets a spectrum of products that assist consumers in managing the financial aspects of key life events, protect their identities and assets and helps to connect them with Experian clients who offer products and services relevant to that life event.
Aside from it's direct to consumer vertical, the Partner Solutions vertical operates several B2B “white label” web properties for more than 135 third party customers such as Wells Fargo, American Express, USAA, Discover and the United States Government. Additionally, ECS’s Partner Solutions business is the premier provider of Data Breach remediation services to some of the world’s most widely known brands that have been victims of large scale data breach incidents including Target, the most significant breach ever documented effecting an estimated 110 million US consumers.
We are looking for a Business Operations Analyst to join our team!
This role ensures that client operational performance needs are satisfied by working directly with the clients to help construct partnerships, manage implementations, continually improve operations and processes and coordinate across Experian and client enterprises. They build client satisfaction through formulation, development, implementation, delivery, and operations of business solutions, responding to client requirements as specified in the contract or Statement of Work (SOW).
Responsibilities Include:
• Proactively monitoring, analyzing, and reporting solutions and service results daily for optimal business operational performance
• Status reporting and communicating on a regular basis with client and internal management teams, and mitigation of matters affecting delivery of service
• Demonstrating proven communication skills, as well as requiring the ability to leverage technical business skills and financial skills in both a face-to-face and virtual team environment
• Managing performance relative to Service Level Agreement (SLA), while delivering against monthly and quarterly objectives
• Supporting technical and platform operations teams in analysis and presentation of Root Cause Analysis (RCA) to our partners, while effectively managing change in the environment
• Managing contractual cost, schedule, and service or product deliverables as they relate to the delivery organization. Manage resources and coordinate client resources to deliver services and solutions to support the client organization.
• Developing, analyze and troubleshoot reporting metrics to ensure data accuracy and timeliness of deliverables. Provide interpretation and analysis of data for business management at regular intervals to guide strategic and tactical business decisions
• Evaluating, refining and reporting on daily operational issues/successes, execute daily process/audit reviews and resolve outstanding issues in a timely manner
• Maintaining relationships with existing clients by researching and understanding their business needs, responding to client concerns and problems and acting as the liaison between the client and internal departments
• Supporting data and reporting requests from internal and external auditors.
• Providing business consultation to determine scope of projects to support client needs.
• Working cross-functionally with Client Services, Product, Legal, Compliance, and Technology as needed to support business objectives
• Key participant in client business reviews and planning sessions to further strengthen core services and client relationship
• Developing executive summaries, business cases and presentations
• Bachelor’s degree and/or 6+ years of professional experience in client facing or operations roles and reporting/scorecard management.
• Advanced knowledge of statistical, analytical and influential skills, attention to detail, and exceptional creativity for problem-solving, with the ability to balance in a resource constrained environment.
• Client facing experience, ideally in financial and/or business sectors
• Demonstrates business acumen and attention to detail
• Effective writing and presentation skills
• Builds strong partner relationships at all levels
• Basic knowledge of product industry and competitor services
• Uses influence to execute and drive ideas forward
• Excellent PC skills in Word, Excel and PowerPoint