Operations Reporting and Analytics Specialist

The Operations Reporting and Analytics Specialist is a highly analytical and detail-oriented role that will develop, maintain, and optimize staffing models across our Operations team. This role will work closely with Operations functional leaders to provide data-driven insights that enhance workforce planning, improve efficiency, and manage staffing related expenses. The ideal candidate has a strong analytical skillset, experience with workforce management strategies, and the ability to aggregate and translate complex data from diverse sources into actionable business decisions. Experience utilizing data to drive executive and senior leader level decision making is a critical skill for this position.  

We’ve embraced a flexible, hybrid approach to work. Based on your role and personal preference, we empower you to choose where you work best. This model allows you to balance your life and bring your whole self to work. 

Responsibilities 

• Develop, implement, and maintain staffing models and tools to support workforce planning and operational efficiency and service excellence. 

• Analyze historical volume trends, capacity constraints, and service levels to optimize staffing strategies. 

• Collaborate with Operations leaders and Finance to ensure staffing plans align with business needs and budgetary goals. 

• Provide real-time and predictive analytics to identify staffing gaps, forecast demand fluctuations, and make actionable recommendations. 

• Identify opportunities for process improvement to enhance operational efficiency and service quality. 

• Develop dashboards and reports to provide leadership with visibility into staffing trends and workforce performance. 

• Support scenario modeling to assess the impact of business changes and ad hoc business needs. 

• Ensure data reliability and integrity by reconciling conflicting data and establishing a trusted source of truth. 

• Serve as an expert in Operations metrics data and data sources, including connecting information across diverse internal and external systems. 

• Function as a curator and quality champion of data by developing and enforcing best practices for analytics tag schema and data audit processes. 

• Effectively prioritize projects based on their alignment and impact to key strategic initiatives. 

Skills and Abilities 

• Demonstrated experience in financial services operations with strong background in data compilation and metrics reporting.

• Experience with Chorus and AWD reporting. 

• Advanced proficiency in Excel, including experience with pivot tables, macros, and forecasting models. 

• Proficiency in data visualization tools and database query languages, specifically PowerBI and Domo.  

• Strong analytical and problem-solving skills with the ability to interpret complex datasets into clear relevant, and actionable business insights. 

• Experience in workforce management, capacity planning, or operations analysis is a plus. 

• Strong communications and presentation skills, with comfortability in presenting business insights and metrics to all levels of leadership. 

• Ability to thrive in a fast-paced, collaborative environment and manage multiple priorities effectively. 

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​Education 

• Bachelor's Degree in Data Analytics, Business, Statistics, Economics, or related field Required 

Experience 

• 5+ years of data analysis, workforce planning, or similar business analytical role in financial services industry Required