Business Analytics Senior Manager (Default Optimization Team)

Location:

4224 Ridge Lea Road - Amherst, New York 14226

Description

The Default Optimization Manager is responsible for creating and implementing collections and default strategies to achieve the business objectives of Default Management. The Default Optimization Manager leads a team of eight Business Analytics Associates. The Default Optimization Manager reports to the Operations Director for Reporting and Support in Loan Services.

Essential Job Functions

• Drive the output of the team – ensure “client ready” work product in alignment with business priorities
• Anticipate business partner needs
• Analyze trends in staffing needs and agent productivity to drive efficiency
• Able to effectively collaborate and partner at all levels of the organization; guides, advises, challenges, and influences to drive organizational impact
• Drive cross-functional and enterprise-wide solutions
• Lead a team of analytics professionals in providing insights using diagnostic statistics
• Support exercises to research and recommend analytical and technical solutions to drive continuous improvement and maintain pace with industry leaders
• Enhance digital contact strategies by leveraging internal and external data to improve client experience and increase efficiencies
• Leverage existing bank technologies, e.g., Autodialer and Customer Portal, to optimize collections effectiveness across all functional areas)
• Develop and implement strategies for collections and recovery, settlements, and other Default Management priorities
• Provide strategic consultation to senior / executive level business partners
• Lead workforce management team that maintains agent schedules and monitors agent adherence
• Leverage continuous improvement tools, including test-and-learn and champion-challenger, to optimize strategies with bottom-line impact

Required Qualifications

• Established experience leading in collections or credit analytics
• Familiarity with big data and understands the need to navigate data warehouse and/or data supply chain
• Proven ability to successfully manage multiple, complex assignments with competing deadlines; proven ability to prioritize commitments, assign tasks, and follow up on assignments
• Effective negotiation and problem-solving techniques
• Excellent critical thinking and analytical skills
• Proven ability to lead projects and initiatives to successful completion; excellent organization skills including the proven ability to plan, schedule, coordinate, and implement initiatives
• Effective risk management skills including knowledge of default regulations including FDCPA, TCPA
• Excellent verbal and written communication skills

Preferred Qualifications

• Master’s degree in Business, Statistics, Management Information Systems, or equivalent work experience
• Knowledge of Workforce Management and Dialer systems
• Advanced proficiency with Microsoft Excel and PowerPoint
• Advanced proficiency with query writing/coding including complex joins and data visualization

Key has implemented a role-based Mobile by Design approach to our employee workspaces, dedicating space to those whose roles require specific workspaces, while providing flexible options for roles which are less dependent on assigned workspaces and can be performed effectively in a mobile environment. As a result, this role may be mobile or home based, which means you may work either at a home office or in a Key facility to perform your job duties.

KeyCorp is an Equal Opportunity and Affirmative Action Employer committed to building a diverse, equitable and inclusive culture. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status or other protected category.

Qualified individuals with disabilities or disabled veterans who are unable or limited in their ability to apply on this site may request reasonable accommodations by emailing [email protected].