Senior Business Operations Analyst

Employee Applicant Privacy Notice Who we are: Shape a brighter financial future with us. Together with our members, we’re changing the way people think about and interact with personal finance. We’re a next-generation financial services company and national bank using innovative, mobile-first technology to help our millions of members reach their goals. The industry is going through an unprecedented transformation, and we’re at the forefront. We’re proud to come to work every day knowing that what we do has a direct impact on people’s lives, with our core values guiding us every step of the way. Join us to invest in yourself, your career, and the financial world. The Role: We are looking for a Senior Business Operations Analyst to join our growing Collections Center of Excellence (CCoE) team. This role is a key part of the Business Planning & Analytics (BP&A) organization and will focus on developing data-driven insights, reporting, and operational strategies that improve efficiency and performance across the Collections lifecycle while enhancing the member experience. The ideal candidate is highly analytical, collaborative, and strategic, with strong experience in SQL, Tableau, and operational analytics. This person will partner closely with Operations, Technology, Data Engineering, and leadership teams to support decision-making, optimize processes, and drive business outcomes related to loss prevention and collections operations. This role reports directly to the BP&A MIS Manager and will serve as a senior analyst supporting the Credit Card, Personal Loan, and Student Lending businesses. What You’ll Do Utilize advanced SQL skills daily to analyze large datasets and support operational decision-making Design, build, and maintain complex Tableau dashboards and reporting solutions Develop and present Google Slides presentations highlighting Collections and Recovery insights, opportunities, risks, and strategic recommendations for senior leadership Lead complex analytical projects from requirements gathering through reporting implementation and validation Partner with stakeholders to optimize operational strategies through testing, impact analysis, and performance monitoring Collaborate with MIS team members to improve existing processes, databases, and Snowflake data structures Analyze outbound Dialer and inbound IVR performance and develop omni-channel operational reporting Partner with Operations and Technology teams to identify gaps in workflows, policies, regulatory compliance, and execution processes related to delinquent customer communications Build strong relationships with operations leaders to align on goals and deliver actionable insights in a fast-paced environment Analyze business performance data from multiple sources to identify trends, risks, and opportunities Develop recurring strategic and tactical reporting for leadership teams Create written and verbal presentations for senior management Ensure reporting accurac...