Job Description : Are you looking for an exciting opportunity to join a dynamic and growing team in a fast paced and challenging area This is a unique opportunity for you to work in the Performance Scorecard team to partner with International Consumer Banking to provide a comprehensive performance insights through data storytelling and visualization of various statistical models, such as Performance distributions, Outlier analysis, Descriptive statistics and Regression analysis. As a Performance Scorecard Analyst within the Customer Operations team, you will collaborate closely with the Performance Scorecard Lead to provide insights into customer operations performance. This will be achieved through data querying and wrangling, as well as the use of descriptive analytics and various data storytelling techniques. Additionally, you will be tasked with applying various statistical models to evaluate contact center employee performance, thereby determining Key Performance Indicators goals in relation to business targets. Job responsibilities: Provide performance insights through data storytelling and visualization of various statistical models, such as Performance distributions, Outlier analysis, Descriptive statistics and Regression analysis Deliver performance scorecard goal calibration by reviewing operations historical performance, recommending goals/step goals vs business targets, running and modeling performance measures to normalize performance distribution, running pilot programs for new scorecards/ Key Performance Indicators. Collaborating with the Business Analyst Leads, the business and functional teams (ie. Human Resources) in implementing scorecard changes. Build balanced scorecard solutions to business areas not yet supported by International Consumer Banking-wide scorecard dashboards. Align book of work to privacy and data governance principles and expectations and ensure robust controls are being observed. Collaborate within a scrum team--working closely with other functional groups within the Performance, Reporting, Insights Team Required qualifications, capabilities, and skills 7+ years in a business analytics/data-related role AND statistics within contact centre operations. Advanced excel skills (ie. Index Match, xlookup, Analysis Toolpak, Visual Basic for Application, etc) Excellent user of Microsoft Office products (Powerpoint, Excel, etc) Strong data visualisation skills and ability to tell a compelling data story. Strong analytical and problem-solving skills, communication skills (verbal and written), and presentation skills. Hands on experience of various statistical software Ability to articulate complex data to non-data users in a way that would be easily understood. Strong inter-personal skills with ability to forge strong relationships with key stakeholders Effective organizational skills including ability to manage own workload and deliverables Preferred qualifications, capabilities, and skills Highly experienced in data wrangling tools (ie Structured Query Language, Alteryx), certification a plus Experience working Agile and using JIRA/Confluence is a huge plus.
