Member Services Senior Business Analyst

The Member Services Senior Business Analyst participates in current-state and future-state analysis and activities to describe business opportunities for new and improved systems and processes. S/He works effectively with business and technical subject matter experts across organizational lines, bringing a cross-functional perspective to leadership and project team(s), resulting in business cases and recommendations which meet company goals and initiatives.

ESSENTIAL FUNCTIONS

- Consistently uses Business Analysis and BPE methods, templates, and related tools to produce timely, high-quality deliverables for initiatives.
- Applies analytical/quantitative approach to problem solving - knows how to obtain and use data, and comfortable with statistical concepts.
- Independently identifies process and business improvement opportunities, conducts extensive cost-savings analysis, develop plans of action, implements plan, analyses results and money saved.
- Creates cost savings reports, (ROI, NPV) for process improvement efforts and updates as necessary for internal customers.
- Performs and baselines Quality and Production audits for functional areas of the operations solutions area of Member Services.
- Compiles data for quality and metrics reporting purposes.
- Uses analytic skills, mature judgment and works independently without direct supervision. May oversee the work of less experienced analysts.
- Provides ideas for potential improvement opportunities and cost savings and follows through with supporting analytical investigation, measurements and reporting.
- Analyzes and creates requirements for improving or replacing manual or computerized systems and procedures to meet user needs and to achieve greater corporate operating efficiency.
- Develops realistic and useful plans and schedules for completion. Accountable for the completion of tasks, problem resolution, meeting or exceeding deliverables, and keeping leaders apprised of progress across all locations.
- Researches cost effectiveness of systems, policy, or procedural change recommendations to ensure optimal routes to those changes are taken. Also develops methods for implementing procedures related to system, policy, or procedural improvements.
- Participates in projects as a team member, and/or makes significant contributions to team effectiveness by improving the methodology, tools, and/or internal processes.
- Provides valuable insights, coaching and instruction to both internal and external team members regarding BPE methods, tools, deliverables content, and related documents and plans.
- Works with leadership to triage and evaluate Work Requests to determine appropriate course of action. Prepares and submits Work Requests and Business Cases for approval by appropriate governance committees as directed.
- Supports the preparation of status reports and other project reports and presentation of information to organizational leadership, project teams and client/customer groups.
- Considers the cross-functional impacts of change while creating all deliverables and supporting related decisions. Smoothly manage boundaries and hand offs.
- Drives process development and improved workflow efforts. Improves personal and team work approaches as a continual process improvement focus in line with management's stated priorities.
- Documents internal processes as needed to ensure understanding by others.
- May manage Work Requests and approved Business Cases work through their life cycle and/or ensure a smooth handoff to others.

QUALIFICATIONS AND TECHNICAL COMPETENCIES

- Bachelor's degree in Business (Master's degree a plus), or equivalent experience plus at least 7 years of progressively responsible related industry experience or business analysis experience in other industries is required
- Experience must be in a business area and involve working with business requirements, root cause analysis, or business modelling plus familiarity with systems analysis
- Professional certifications (Certified Business Analyst Professional (CBAP), Certificate of Competency in Business Analysis (CCBA), and/or Lean, a plus
- Knowledge and experience with call center technologies (such as, IVR, ACD, workforce planning) and business dynamics (metrics, workflow, etc.) preferred
- Ability to discover and describe the current state situation, understand strategic business goals, design and articulate future state, perform gap analysis and make recommendations to business leadership that meet goals and requirements
- Utilizing strong analytical, written, listening and oral communication skills to aid leadership in decision making
- Experience with structured analysis and design methodologies, practices and processes
- Ability to facilitate data and requirements gathering activities within small to medium sized groups
- Ability to understand, translate and communicate technical and complex ideas and situations to a wide variety of audiences
- Ability to create influential dashboards and presentations that use information to influence senior leadership on business trends and strategies
- Experience in a professional services environment strongly desired
- Ability to infuse industry standard concepts and techniques such as SPC, TQM, Lean, Six Sigma, Theory of Constraints, and modelling techniques such as BPMN or UML into the organization
- Ability to contribute using methodologies for continuous improvement efforts and to identify and implement best practices associated with requirements gathering/definition activities consistent with established practices/procedures
- Demonstrated experience with Business Analysis and Business Process Engineering methods including: data gathering and process mapping methodologies, gap analysis, business case development and presentation
- Business Analysis tools, including strong proficiency with Excel, Visio and PowerPoint, SharePoint, Excel Services, WorkFlow and other advanced features
- Experience with process modelling tools and statistical software such as Minitab
- Ability to lead and assist Business Analysts with deliverables to ensure content quality and milestone attainment
- Experience making significant contributions to team effectiveness in improving the methodology, tools, and/or team processes.