ABOUT US
We’re the world’s leading provider of secure financial messaging services, headquartered in Belgium. We are the way the world moves value – across borders, through cities and overseas. No other organisation can address the scale, precision, pace and trust that this demands, and we’re proud to support the global economy.
We’re unique too. We were established to find a better way for the global financial community to move value – a reliable, safe and secure approach that the community can trust, completely. We’re always striving to be better and are constantly evolving in an ever-changing landscape, without undermining that trust. Five decades on, our vibrant community reflects the complexity and diversity of the financial ecosystem. We innovate diligently, test exhaustively, then implement fast. In a connected and exciting era, our mission has never been more relevant. Swift now has a presence in 200+ countries and legal territories to serve a community of more than 12,000 banks and financial institutions.
What to expect in this Role?
As a Senior Data & Analytics Consultant in Data & Analytics and Workforce Management, you will be a key player in shaping how we leverage data to drive strategic decisions and operational excellence within Global Support Delivery (GSD). You will act as a bridge between business needs and data-driven solutions, collaborating closely with the delivery teams in GSD, and different teams and departments within or outside Customer Experience (CX) to transform raw data into actionable insights. This role offers a unique opportunity to make a significant impact on our customer intelligence, capacity management, performance management, workload (inbox) management, ultimately contributing to a more efficient and effective GSD organization.
Why Join Our Team?
At Swift, we offer a unique opportunity to be a part of a world-class organization that is revolutionizing the global financial industry. As the leading provider of secure financial messaging services, we are at the forefront of driving innovation and ensuring flawless transactions across borders. Our commitment to excellence and trust has made us a trusted partner for over 12,000 banks and financial institutions worldwide. You will be part of a dynamic and impactful team, working with cutting-edge technology and contributing to the future of financial services.
Key Responsibilities:
- Consult with GSD delivery teams to understand their reporting and analytics needs.
- Define, document, and consolidate reporting requirements across Customer Intelligence, Capacity Management, Performance Management, and workload (Inbox) management.
- Develop and maintain dashboards and reports that provide actionable insights to drive strategic decision-making and operational improvements.
- For Customer Intelligence:
- Analyze support data to identify customer trends and needs.
- Develop data-driven insights to improve customer experience and identify opportunities for proactive support and targeted interventions (e.g., identifying customers who would benefit from premium services or training).
- Define thresholds and triggers for automated actions based on customer data.
- For Capacity Management:
- Provide data-driven insights to optimize workforce management and resource allocation.
- Analyze the impact of factors such as new initiative (e.g., technology migrations) on workload distribution and skillset requirements.
- Collaborate with Learning & Development to identify training needs based on data analysis.
- For Performance Management:
- Develop and maintain dashboards to track and analyze team and individual performance metrics.
- Collaborate with People Managers to define and track relevant KPIs.
- Provide data-driven insights to support coaching and performance improvement initiatives.
- For workload (Inbox) management:
- Analyze inbox data to identify trends, bottlenecks, and opportunities for optimization.
- Develop and implement strategies to reduce workload and improve efficiency for Inbox Responsible engineers.
- Maintain and evolve the Inbox Responsible dashboard to provide actionable insights.
Education:
- Bachelor's degree in business administration, Information Management, Data Science, or a related field.
Experience:
- Typically requires 5+ years of experience in a business consulting role with a focus on data analysis and reporting.
- Proven experience in translating business requirements into data-driven solutions.
- Experience with data visualization tools and techniques.
- Experience in the financial services industry or a customer support environment is preferred.
- Experience with workforce management concepts and practices is a plus.
What Will Make You Successful?
Success in this role requires a blend of strong analytical skills, business acumen, and communication skills. We seek candidates who demonstrate:
- Analytical Acumen: Proven ability to analyze complex data sets, identify patterns, and draw meaningful insights.
- Business Acumen: A deep understanding of business processes and the ability to connect data analysis to business outcomes.
- Communication Excellence: Exceptional written and verbal communication skills, with the ability to present complex data in a clear and concise manner1 to both technical and non-technical audiences.
- Collaborative Spirit: Strong interpersonal skills and the ability to build relationships and collaborate effectively with diverse stakeholders.
- Proactive Mindset: A self-starter with a strong work ethic and a passion for data-driven decision making.
- Problem-Solving Skills: The ability to identify problems, analyze root causes, and develop effective solutions.
- Self-Driven: This is crucial for success in a dynamic environment. A self-driven individual possesses initiative, takes ownership of their work, and is motivated to achieve goals without constant supervision.
What we offer
We put you in control of career
We give you a competitive package
We help you perform at your best
We help you make a difference
We give you the freedom to be yourself
We give you the freedom to be yourself. We are creating an environment of unique individuals – like you – with different perspectives on the financial industry and the world. A diverse and inclusive environment in which everyone’s voice counts and where you can reach your full potential.
If you believe you require a reasonable accommodation to participate in the job application or interview process, please contact us to request accommodation.
Don’t meet every single requirement? At Swift, we are dedicated to building a workplace where people can bring their full selves and ideas to the team, so if you are excited about this role, we encourage you to apply even if you do not meet every single qualification.
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What We Do
SWIFT is a global member-owned cooperative and the world’s leading provider of secure financial messaging services.
We provide our community with a platform for messaging and standards for communicating, and we offer products and services to facilitate access and integration, identification, analysis and regulatory compliance.
Our messaging platform, products and services connect more than 11,000 banking and securities organisations, market infrastructures and corporate customers in more than 200 countries and territories.
SWIFT also brings the financial community together – at global, regional and local levels – to shape market practice, define standards and debate issues of mutual interest or concern.
For more information, visit www.swift.com or follow us on Twitter: @swiftcommunity
