Business Analyst | Our People & Customer Experience at Popular Bank in San Juan, Puerto Rico
Posted in Other 5 days ago.
Job Description:
Position Title: Business Analyst | Our People & Customer Experience
Date: Sep 11, 2024
Location: San Juan, PR
Company: Popular Bank
Job Type
Full Time Exempt
General Description
Responsible for analyzing, negotiating and planning training requests, changes in processes, launch of new systems, communications and any other request that we receive from other units and that may impact employees from the Retail & Business Core Channels Division (Puerto Rico and Virgin Islands). Develop, monitor and analyze key performance indicators to deliver data-driven recommendations.
Essential Duties and Responsibilities
- Responsible for analyzing and ensuring that training, changes and other initiatives are strategically launched to employees of our channels. Establish and negotiate plans and timeframes to ensure that these releases do not impact the service we provide to our customers or coincide with other training needs/efforts. In a collaborative way, partner with stakeholders across different areas, channels, divisions and/or groups to develop best strategies.
- Responsible for monitoring and analyzing data of Our People topics to establish recommendations and make assertive decisions. Create and develop reports/dashboards to analyze key performance indicators (KPIs), uncover opportunities and track performance to provide recommendations and presentations to the management.
- Develop or improve existing data visualization using tools such as Excel, Power BI, Tableau or others.
- Leads change management processes or special projects related to Our People or Customer Experience topics for branches.
- Proactively design or redesign processes to improve our decision making related to employees’ satisfaction, customer experience, and business results.
Supervisory Responsibilities:
This Job has no supervisory responsibilities but in special circumstances may lead the work of others.
Education
- Bachelor’s degree in Business Administration, Information Technology, Engineering or related field.
Experience
- At least two years related experience in one of the following: business analysis, data management or project coordination/management. Experience working in branches is preferred.
Certifications / Licenses
Business Analyst CertificationPMPMicrosoft Certified Professional (MCP)Other Qualifications
- Proficiency in the use of tools, such as: Excel, Word, Power Point, Outlook, Power BI, Teams among others.
- Outstanding interpersonal and communication skills (verbal / written); ability to communicate effectively with different audiences in both English and Spanish.
- Analytic abilities to evaluate and synthesize complex and diverse information.
- Outstanding organizational skills, attention to detail and accuracy.
- Able to prioritize, anticipate situations, identify problems, analyze their causes and resolve them in a timely and accurate manner.
- Strong analytical skills required to translate conceptual thinking into possible project requirements.
- Ability to evaluate, perform needs assessment, analyze options and develop new alternatives.
- Ability to create and facilitate effective presentations; identify, understand and solve situations while applying concepts, analytic techniques and offer alternatives.
- Skills to prioritize work, time management, and respond effectively to a rapidly changing environment.
- Advanced skills in stakeholder management and capable of negotiating with and influencing key decision-makers within and outside our Division.
- Excellent time management skills with a proven ability to meet deadlines.
- Be able to work with little or no supervision and with interdisciplinary groups.
Region Locations
- Señorial Center Building
Work Schedule
- Monday to Friday- 8:00 am to 5:00 pm
- Hybrid work schedule is available
- Availability to work extended hours, holidays and weekends.
Values
Passion for PeopleSucceed TogetherOwn Every MomentBuild the FutureAdditional Requirements
The information provided here is only a general guide as to the nature of the position and does not constitute an exact description of the goals, tasks, duties and responsibilities of the position. The specific details of each position are described in the employee’s performance evaluation.
Job Segment: Change Management, Data Management, Management, Data
PI249569138