Senior Analyst - Control Management

Responsibilities:

• Review, Analysis and Reporting of GCS Complaint cases and escalations
• Configure and analyze complex, high-volume of customer complaints using a variety of tools and data analysis techniques.
• Perform data processing, aggregation, and ingestion to drive actionable insights and identify complaint trends/issues, and growth opportunities for the business
• Create and maintain Standard Operating Procedure (SOP) documentation for all process-specific tasks related to Training
• Liaise with Enterprise Complaints Governance (ECG), Learning operations, Business and LOBCOs/MCOs across multiple markets to understand and align on the Policy and Regulatory requirements to be incorporated into the GCS Complaints Handling Training
• Manage the GCS Complaint Training Program
• Assist the ad-hoc analysis requests undertaken by the team for information visibility to stakeholders, auditors, and various business partners

• Highly adept at organizing, tracking, and multi-tasking across workstreams and cross-functional teams.
• Excellent communication skills with the ability to engage, influence, and inspire partners and stakeholders to drive cross-functional collaboration and alignment.
• A driver personality - constantly pushing toward process improvement, clarity, and delivery while balancing the need for great collaboration.
• Customer-first mindset.
• Must possess strong Excel and Tableau analysis along with visualization skills
• Build and cultivate strategic relationships with stakeholders
• Must possess strong analytical and problem-solving skills
• Demonstrate ability to provide insight and accurate judgment in addressing and resolving business challenges and opportunities
• Excellent verbal, written, and interpersonal communication skills
• Demonstrate teamwork with strong personal accountability, commitment, and integrity
• Ability to work in high-pressure situations with minimal errors

• Global Complaints on Clic (iCare)
• S3P
• Salesforce (OneForce)
• Tableau
• SharePoint
• Confluence
• Jira
• IMH
• FRC

• 3-4 years of work experience in data analysis, and trend identification
• Prefer candidates with previous experience in Servicing, and/or Risk Management

• Competitive base salaries
• Bonus incentives
• Support for financial-we'll-being and retirement
• Comprehensive medical, dental, vision, life insurance, and disability benefits (depending on location)
• Flexible working model with hybrid, onsite or virtual arrangements depending on role and business need
• Generous paid parental leave policies (depending on your location)
• Free access to global on-site we'llness centers staffed with nurses and doctors (depending on location)
• Free and confidential counseling support through our Healthy Minds program
• Career development and training opportunities