Senior Business Operations Analyst

About the role

Shape a brighter financial future with us. Together with our members, we're changing the way people think about and interact with personal finance. We're a next-generation financial services company and national bank using innovative, mobile-first technology to help our millions of members reach their goals. The industry is going through an unprecedented transformation, and we're at the forefront. We're proud to come to work every day knowing that what we do has a direct impact on people's lives, with our core values guiding us every step of the way. Join us to invest in yourself, your career, and the financial world. *]:pointer-events-auto R6Vx5W_threadScrollVars scroll-mb-[calc(var(--scroll-root-safe-area-inset-bottom,0px)+var(--thread-response-height))] scroll-mt-[calc(var(--header-height)+min(200px,max(70px,20svh)))]" data-turn-id="request-WEB:8051fca6-7b94-45c4-923b-008b22f4240c-0" data-turn-id-container="request-WEB:8051fca6-7b94-45c4-923b-008b22f4240c-0" data-testid="conversation-turn-2" data-scroll-anchor="false" data-turn="assistant"> We are looking for a Senior Business Operations Analyst to join our growing Collections Center of Excellence (CCoE) team. This role is a key part of the Business Planning & Analytics (BP&A) organization and will focus on developing data-driven insights, reporting, and operational strategies that improve efficiency and performance across the Collections lifecycle while enhancing the member experience. The ideal candidate is highly analytical, collaborative, and strategic, with strong experience in SQL, Tableau, and operational analytics. This person will partner closely with Operations, Technology, Data Engineering, and leadership teams to support decision-making, optimize processes, and drive business outcomes related to loss prevention and collections operations. This role reports directly to the BP&A MIS Manager and will serve as a senior analyst supporting the Credit Card, Personal Loan, and Student Lending businesses.

Responsibilities

• Utilize advanced SQL skills daily to analyze large datasets and support operational decision-making
• Design, build, and maintain complex Tableau dashboards and reporting solutions
• Develop and present Google Slides presentations highlighting Collections and Recovery insights, opportunities, risks, and strategic recommendations for senior leadership
• Lead complex analytical projects from requirements gathering through reporting implementation and validation
• Partner with stakeholders to optimize operational strategies through testing, impact analysis, and performance monitoring
• Collaborate with MIS team members to improve existing processes, databases, and Snowflake data structures
• Analyze outbound Dialer and inbound IVR performance and develop omni-channel operational reporting
• Partner with Operations and Technology teams to identify gaps in workflows, policies, regulatory compliance, and execution processes related to delinquent customer communications
• Build strong relationships with operations leaders to align on goals and deliver actionable insights in a fast-paced environment
• Analyze business performance data from multiple sources to identify trends, risks, and opportunities
• Develop recurring strategic and tactical reporting for leadership teams
• Create written and verbal presentations for senior management
• Ensure reporting accuracy and integrity through detailed business and data validation
• Develop KPIs, performance metrics, and analytical tools to improve operational effectiveness
• Partner with Data Engineering, Data Science, and Analytics teams to improve data accessibility, reporting capabilities, and best practices
• Support team development through mentorship and collaboration

Requirements

• 3-5 years of experience in an operational analytics or similar analytical role
• Advanced SQL proficiency with experience working on large datasets
• Strong experience building dashboards and reporting in Tableau or similar BI tools
• Experience using Python and statistical analysis tools for operational or business analytics
• Strong analytical and problem-solving skills with the ability to translate complex data into actionable insights
• Proven ability to conduct sophisticated analysis using customer performance data, bureau attributes, and third-party data sources
• Experience leading initiatives and driving results through collaboration and hands-on execution
• Strong attention to detail and root cause analysis skills
• Excellent written and verbal communication skills, including the ability to explain technical concepts to non-technical audiences
• Ability to work effectively in a fast-paced, evolving environment
• Experience analyzing financial services or operational performance data
• Bachelor's degree required
• Collections industry experience with knowledge of regulations including FDCPA, TCPA, FCRA, and CFPB Reg F
• Experience with collections opera

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