American Express - Senior Business Analyst - Analytics & MIS

This role sits on the Global VR team as part of the Voice Response Capabilities organization and will focus on delivering an extraordinary customer care experience through innovation and backed with Data analysis

This position will play a vital role in helping Understand trends and carry out Deep dive analysis to identify drivers to improve Voice Response (VR) Performance and Self Service rates.

Key responsibilities will include :

- Lead the analysis of performance data in order to better understand performance and drive improvements.

- Incumbent will be expected to have strong strategic thinking skills to assist in determining the best methods to measure and drive performance and to Present the strategy to operations teams and Senior management

- Relationship management between operations leadership and technologies teams

- Provide oversight and strategic direction for business architecture functions, including business requirement definition and process design

- Issue management & resolution

- Data Analytics, Data mining to understand trends on VR containment rates and Self-service rates

- Ensuring that process and capability Relationship management between operations leadership and technologies teams

- The incumbent will monitor the existing performance management system to ensure that they are working as anticipated. They will serve as a point of contact when there are issues with this system and work with development teams to remediate and communicate.

- Progam management including communication and strategic planning

- Incumbent will be expected to have knowledge of automation of reports, Designing and making the Mis's user-friendly

Qualification :

- Graduate/B.Tech/MBA from a reputed institute with 4+ years of experience in Data Analytics, RCA, Identifying Growth Drivers, Understand Trends and suggest improvements, Project management

- Strong business acumen and thought leadership, including capacity to quickly understand critical linkages and business requirements or use cases

- Proven ability to successfully manage multiple complex tasks concurrently

- Excellent relationship management and negotiation skills

- Work-experience in business analytics and reporting

- Highly organized and detail-oriented, proven ability to find errors in large data set or reports

- Strong analytical skills and comfortable working with and manipulating data

- Strong demonstrated knowledge of MS Excel.

- Excellent written and oral communication skills to enable relationship building with key partners

- Ability to drive results in a dynamic and ambiguous environment with ever changing priorities - Strong sense of urgency, commitment to deadlines and deliverables

- Strong analytical skills with an ability to identify nonstandard solutions and act as a catalyst for change

- Ability to learn quickly and work independently with complex, unstructured Initiatives

Preferred Skill Set: - Excellent Excel, PPT skills, SQL and SAS, Hadoop knowledge and statistical modeling would be added advantage.