Management - Operations Support Analyst II - P2

Operations

The Operations department is Credit One Bank’s touchpoint with its customers. They build customer satisfaction and loyalty through best-in-class customer service. We’re all about providing the customer with the service they want at the channel of their choice.

Position Summary

Credit One Bank is looking for an Operations Analyst to support the overall growth of the organization. This position will primarily be responsible for business project management. This position will also act as a subject matter expert, representing the needs of all customer support lines of business to the various project management groups at Credit One Bank. The ideal candidate can lead efforts to identify and implement best practices, improve execution of process changes and operational project execution and delivery of sustainable and scalable processes.

This Operations Analyst will work with key stakeholders to identify and implement projects, initiatives, process changes, programs and plans that support achievement of business strategy from an operations perspective. This includes managing change by ensuring operational activities align with enterprise goals and corporate strategy. The Operations Analyst is responsible for a range of project activities required to successfully deliver the projects/initiatives from concept to post implementation – capturing user stories, managing backlog, developing project plans, and coordinating the effort of team members.

Summary Essential Job Functions:

• Own the operation’s project charter process and effectively communicates with leadership and senior management
• Lead operational project teams to deliver on objectives within schedule, scope and budget; communicate project objectives
• Collaborate with business stakeholders and project/product owners across the organization to understand needs, prioritize efforts on the roadmap, define features and scope, and report out on progress
• Works with technical leads to manage tradeoffs and organize into sprints
• Partner with stakeholders across the organization to inform the product vision, strategy, features, and prioritization
• Consolidate and communicate all reported risks, issues, and functionality gaps and facilitates resolution and mitigation strategies
• Work in agile environment and continuously review the business needs, refine priorities/backlog, outline milestones and deliverables and identify opportunities and risks
• Translate product roadmap features into well-defined product requirements including features, user stories, and acceptance criteria
• Present findings to include recommendations for remediation to senior management
• Conduct project meetings
• Develop and execute project plans and control plans with stakeholders across the organization
• Complete business process mappings in an effort to identify areas of improvement
• Evaluate and ensure user readiness
• Upon project delivery, ensure project success criteria has been met
• Perform other duties as assigned

Position Requirements:

• 2+ years of relevant combined experience in operations, customer service and/or collections with a minimum of 2 years of project management/product owner experience
• Proactive, self-starter with excellent project management skills and the ability to manage multiple tasks and initiatives effectively
• Demonstrated experience driving results in collaborative, cross-functional environments and can form productive working relationships with others
• Experience successfully driving end-to-end delivery of solutions
• Excellent written and oral communication skills with demonstrated effectiveness at all levels
• Strong business judgment
• Ability to thrive in a fast-paced and sometimes high-pressure environment
• Ability to take part in overnight releases, on occasion

Preferred:

• Bachelor’s degree or Professional SCRUM/Agile Product Owner certification
• Call center and financial services experience
• Experience using JIRA software to manage initiatives