Job description
Lead the Reporting & Analytics team and work across functional areas, including business and technology operations, Human Resources and Finance in developing an integrated business intelligence platform that provides information to help business make proactive decisions, resulting in improved performance in meeting service delivery requirements, reduced time and efforts spent individual by operational groups on reporting. This will entail gathering and documenting the requirements to develop enterprise platform to house all pertinent information related to service delivery requirements, including people, process, and technology alignments and supporting with data capture and reporting for effective governance of service delivery management functions. This will involve systematically and logically identifying, and capturing specific data points across a spectrum of services currently and potentially delivered so the data can be normalized and efficiently be reported on for a variety of purpose with consistency and efficiency.
Responsibilities
- Manage directs reports
- Capture all critical data point for new scope of work from onboarding to ongoing management, including, but not limited to key governance and control management functions, (Transition, Knowledge &Training, Change, Demand, Performance, Issue, Compliance, and Financial)
- Align people, process, and technology requirements
- Normalize and regulate nomenclature, terminology, service level measurement, key performance indicators, and key data points throughout the onboarding to ongoing management cycle
- Standardize performance scorecard and reporting mechanism
- Develop demand forecasts, schedules, and metrics reporting across all verticals
- Develop long term and short-term forecasts to determine optimal staffing levels
- Perform complex data analysis to gain insights of trends, issue, corrective actions and solutions
- Report on progress, status report, highlight opportunities and challenges
- Analyze and make recommendations for improvement in operational performance metrics
- Develop information management system as single repository of data source
- Automate reports and dashboards generation
- Establish reporting calendar, compile, and publish/distribute reporting & analytics packages
- Identify and make process efficiency opportunities, and support the team with process automation
- Other duties as assigned
Qualification
- Graduate in Business, Information Technology, and/or science degree
- 10 + years of working experience
- 5 years of relevant experience in MIS, WFM, and operations reporting analytics
- Familiar with automation and reporting tools
- Proficient with MS application
- Advance knowledge of MS Excel, Access, Microsoft SharePoint developer and SQL DB & administration with Visual Studio hands-on
- Six Sigma and quality experience a plus
- Knowledge of US Mortgage industry helpful
