Join our dynamic team as a Performance Scorecard Associate, where you'll play a pivotal role in shaping the future of Customer Operations across all LOBs and organizational layers. This is your opportunity to leverage your expertise in data analytics and storytelling to drive impactful performance insights and contribute to the growth of our firm. Experience career growth and mobility while collaborating with innovative teams in a supportive environment.

As a Performance Scorecard Associate within the Customer Operations team, you will be instrumental in establishing and delivering employee performance scorecards. Your work will directly impact the firm and wider community by providing valuable insights through data analytics and storytelling. You will collaborate with various teams to design, prototype, and deploy scorecards, ensuring alignment with privacy and data governance principles. This role offers a unique opportunity to work in a professional yet conversational environment, fostering a culture of inclusivity and growth. You will gather and document requirements, run proof-of-concepts, and design solutions that support big data manipulation. Your expertise in contact center operations and the banking/financial services industry will be crucial in delivering balanced scorecard solutions to business areas not yet supported by ICB-wide scorecard dashboards.

 

Job Responsibilities

1. Deliver Employee Performance Scorecard by:

  - Identifying data points for scorecard KPIs

  - Reviewing historical performance across KPIs

  - Recommending goals using statistical/analytical tools

  - Running proof of concept/pilot for new scorecards/KPIs

  - Collaborating with teams to implement scorecard changes

  - Periodically reviewing scorecard relevance and uplifting as required

2 Provide performance insights through data storytelling and visualization of statistical models, such as Performance distributions, Outlier analysis, Descriptive, diagnostic, prescriptive analysis, Regression analysis.

3. Build balanced scorecard solutions for unsupported business areas.

4. Align work with privacy and data governance principles, ensuring robust controls.

5. Collaborate within a scrum team, working closely with other functional groups.

 

Required Qualifications, Capabilities, and Skills

- 5+ years in a business analytics/data-related role and statistics within contact center operations.

- Advanced Excel skills (e.g., Index Match, xlookup, Analysis Toolpak, VBA).

- Excellent user of MS Office products (PowerPoint, Excel).

- Strong data visualization skills and ability to tell a compelling data story.

- Strong analytical, problem-solving, communication, and presentation skills.

- Hands-on experience with various statistical software.

- Ability to articulate complex data to non-data users.

- Strong interpersonal skills with ability to forge strong relationships with key stakeholders.

- Effective organizational skills. Ability to manage own workload and deliverables.

Preferred Qualifications, Capabilities, and Skills

Experience in Agile/Scrum framework.Certification in data wrangling tools.Experience with JIRA/Confluence.Highly experienced in data wrangling tools (e.g., SQL, Alteryx), certification a plus.Experience working Agile and using JIRA/Confluence is a huge plus.