Business Advisory Senior Analyst

Skill required:

Banking Services - Core Banking

Designation:

Business Advisory Senior Analyst

Qualifications:

Any Graduation

Years of Experience:

5 to 8 years

About Accenture

Accenture is a global professional services company with leading capabilities in digital, cloud and security.Combining unmatched experience and specialized skills across more than 40 industries, we offer Strategy and Consulting, Technology and Operations services, and Accenture Song all powered by the worlds largest network of Advanced Technology and Intelligent Operations centers. Our 699,000 people deliver on the promise of technology and human ingenuity every day, serving clients in more than 120 countries. We embrace the power of change to create value and shared success for our clients, people, shareholders, partners and communities.Visit us at www.accenture.com

What would you do

Customer Advocacy Team (CAT) is a small group of dedicated, customer-focused, coffee-loving complaint experts. Customer complaints give us valuable insight into customer pain points and areas of friction, which we are able to then report to executive leaders and process owners within the company. Our team deep-dives into these complaints to understand the customer journey and identify potential gaps or breaking points in processes, procedures, and products. Using the voice of the customer, our team advocates for an exceptional customer experience and ensures that it is consistently delivering fair and compliant resolutions. responsible for team administrative duties and to ensure team operational excellence with the purposes of monitoring the complaint management program

What are we looking for

• Banking, Financial Services
• Written and verbal communication
• Ability to take ownership over customer advocacy processes and ensure department operational excellence
• Extensive experience researching and resolving escalated complaints while ensuring that they are handled sensitively and with confidence
• Ability to identify through reporting and analysis key insights, customer friction points, and process gaps to drive change
• Develop and execute various projects to support the complaint management program and the teams need to uncover gaps and opportunities within the organization
• Adhere to strict deadlines and manage multiple tasks and projects in a fast paced, results-oriented environment
• Strong communication and people skills with the ability to confidently communicate with stakeholders throughout the business, including the executive leadership team
• Develop ad hoc reporting of complaints received to support business objectives
• Fraud Risk Management
• 1+ years experience in reporting and analytics. Experience in banking is preferred
• An experience in project and/or system management is a plus
• An analytical mindset with an ability and interest to mine and manipulate data using Excel and other analytics tools is a must
• A technologically savvy individual who is able to navigate spreadsheets, documents, and other software applications and tools with no problem
• Possess a high degree of self-reliance and initiative to drive others to action resulting in positive change
• Ability to use data to effectively develop executive level communications and presentations and clearly communicate complex information
• Strong execution capability and ability to wear multiple hats to drive work to completion
• A passion for delivering best-in-class experiences and a natural curiosity to identify gaps using quantitative and qualitative data
• A team player who thrives in a fast-paced, results-oriented environment, adaptable to business needs and change doesnt faze you Roles and Responsibilities:
• In this role you are required to do analysis and solving of increasingly complex problems
• Your day to day interactions are with peers within Accenture
• You are likely to have some interaction with clients and/or Accenture management
• You will be given minimal instruction on daily work/tasks and a moderate level of instruction on new assignments
• Decisions that are made by you impact your own work and may impact the work of others
• In this role you would be an individual contributor and/or oversee a small work effort and/or team
• Please note that this role may require you to work in rotational shifts