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Senior Process Operations Analyst
Equifax
Alpharetta, GA, United States
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Would you like to work in a fully Agile environment? Your main objective as a Senior Process Operations Analyst – Consumer Care will be to take ownership for overall performance and effectiveness of complex business processes or services offered by our Consumer Care Team.
Who are we at Equifax?
We are a global information solutions company that uses trusted unique data, creative analytics, technology and industry expertise to power organizations and individuals around the world by transforming knowledge into insights that help make more informed business and personal decisions.
Regardless of location or role, the individual and collective work of our people makes a difference in our business.
We are looking for individuals who can help us disrupt the marketplace. You will do this by delivering leading-edge technology to build and deliver unparalleled customized insights that enrich both the performance of businesses and the lives of consumers.
About the Job
Within the Senior Process Operations Analyst – Consumer Care position you will be responsible for the overall performance and effectiveness of assigned complex business processes or services offered by Consumer Care. You will drive optimization across multiple channels (voice, eMail, mail, chat, etc), leading large collaboration events across internal teams (Operations, IT, Marketing, Security, Legal, Compliance, Reporting, etc), and author/ maintain associated policies and service scorecards as the subject matter expert (SME). Most importantly, the Service Owner will be our champion of a low effort, high satisfaction customer experience that is aligned with the strategic direction of the business.
Responsibilities of the Senior Process Operations Analyst – Consumer Care include:
• Map, write, publish, and maintain complex processes in both BlueWorks (BPM) and company repositories; utilizing EFX documentation standards and templates
• Identify and address process breakdowns and system defects. Produce recommendations and associated business cases for end-to-end optimization of process/technology and coordinate resolution activities.
• Perform routine internal audits of processes.
• Lead and/or participate in large scale process/project activity as the SME, including LEAN and Customer Journey Mapping, to ensure alignment with existing or new processes.
• Recommend and implement automation and process efficiencies; updating processes where applicable. Incorporate process design, process risk assessment, piloting, and data analysis and reporting.
• Measure, report (daily, monthly, and quarterly), evaluate and improve service performance, quality, and CSAT.
• You will conduct and promptly respond to complex trending and analysis, implement corrective and preventative action plans, and follow up on assessing the ongoing effectiveness of implemented mitigation plans.
• Respond promptly to legal and compliance requests. Responsible to mitigate compliance observations with associated service/process.
What would Make you a good fit for this role
• Required Skills:
• Bachelor's degree required
• 5-10 years of professional experience in a call center process improvement role using Lean/Six Sigma (preferred), innovative, creative, and flexible
• Experience preparing and presenting business case financials (Cost, Savings, return on investment, NPV, etc)
• You have experience with cross-functional teams with respect to implementation of project/program requirements
• Excellent verbal and written communication skills with the ability to present information concisely with supporting data
• You can communicate with both business and technical teams
• Proven problem solving and project management skills
• Outstanding attention to detail and organizational skills
Preferred Skills:
• Knowledge of Equifax Systems (ACIS, ACRO, CCMS, GCMS, Salesforce, Siebel), previous experience with Exchanges and or US Consumer Services preferred service
What Else?
We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
To speak to us about this role in more detail apply online.
Primary Location:USA-Atlanta JV White
Function:Function - Project, Program and Process Management
Schedule:Full time