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Webstats Production Support Analyst

Mumbai, MH
Job Code:
  • Banking & Finance
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Job Details

You will be expected to develop a keen understanding of the unique business needs of assigned line(s) of business, securing a strong understanding of the system data, processes, and responsibilities of those involved in the business workflow. You will assess and manage changes to business models or operating strategies, update reporting calculations, and test reporting changes to ensure data accuracy as needed. You will also be accountable for recognizing opportunities and recommending enhancements to existing/ new process flow(s) to improve effectiveness, efficiency and quality of the end user experience, or effectiveness/usability of Webstats.DescriptionSeasoned and diverse experience with business analysisKnowledge of effective project managementQualificationsBachelor's Degree or equivalent work experienceAdvanced Skills in SQL tools-preferred, MS Excel, Access-preferred, Power Point2 years working knowledge required in the followingFinancial Services Call/Contact Center industryKnowledge of various call/contact center solutions (Telephony, IVR, Scheduling, Call Recording, eMail & Correspondence, Reporting/MIS Tools, Customer Experience drivers)Business analysis, reporting of business data, problem identification, resolution and root cause analysisData marts, data relationships, query techniques/strategies/optimizationProven competency in writing requirements and designing reportsAbility to interpret and create functional usage mock-up and process flowsPresentation/communication/delivery skills- written and verbalEffective project management and multi-task handling skillsCustomer relationship and experience managementTeam work contributing beyond core role and responsibilitiesPreferred SkillsMinimum 2-3 years of process improvement experienceAbility to interact with all levels of management and business partnersAbility to work independently with minimal supervisionMust be able to effectively handle competing priorities and have the ability to work as a part of multiple teamsMust have outstanding attention to detail and ability to learn complex processes that affect various functions and business units within ChaseExcellent oral and written communication skillsWelcomes and is adaptable to changeKnowledge of Contact Center Drivers, Metrics, and DynamicsUnderstanding of CCB Lines of Business/Operations Centers needs and processesAbility to consult and collaborate well with othersProven competency in researching and analyzing business data and processesExcellent analytical, problem solving, and time management skillsExperience in workflow analysis and documentationOutstanding verbal and written communication and presentation skillsStrong teamwork and client management skillsAbility to complete a hands-on technical assessment during interview processIdentifies and performs root cause analysis on process breaks, strategy enhancements and implement solutionsReviews detailed reports of findings, presenting any irregularities to managementCreates environment of reliable data, transparency of issues, escalation and accountabilityAdjusts approach when necessary, in light of new findings, to ensure appropriate focus and coverageIdentifies internal process opportunities and initiate strategic plansDevelops recommendations to strengthen internal controls and improve operational efficiencyUtilizes knowledge of business to level set the issues and escalate as appropriateMay lead various ad hoc projects
Additional Degree: BE/ B.Tech (Engineering)

Experience: 2-6


Business/Systems Analysis | Database Administration (DBA) | Project Leader/ Project Manager
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