General Description We are looking for a proactive Business Analyst to join the Business Optimization unit in the call center.  The candidate must possess analytical skills in addition to being objective and curious to understand and solve complex problems, be able to execute a variety of tasks with agility, and be able to collaborate effectively with various call center units to elevate the customer experience and improve operational efficiency. Essential Duties and Responsibilities Develop, implement and monitor strategic initiatives ensuring their alignment with business requirements and objectives. Identify opportunities for reports, dashboards and processes improvements, proposing effective solutions after having evaluated their benefits. Monitor and analyze data, reports, and dashboards continuously to provide critical and relevant information to business units. Proactively collaborate with business units by offering ideas and support in the development and execution of their initiatives, fostering effective synergy aimed at improving overall results. Design, build, maintain, and monitor dashboards in Power BI or Excel that adapt to the requirements evaluated, managing to exceed customer expectations. Maintain existing dashboards and provide recurring reports ensuring data quality and meeting established deadlines.

 

Supervisory Responsibilities:

This Job has no supervisory responsibilities but in special circumstances may lead the work of others.

Experience At least one to three years related experience in business analysis or project coordination. Education Bachelor’s degree in engineering, Computer Science, Business Administration with an emphasis in Data Analytics, Operations Management or Systems Information, Statistics or similar concentration from an accredited university. Certifications / Licenses (Nice to have) Business Analyst CertificationPMPMicrosoft Certified Professional (MCP)Knowledge, Skills and Abilities (KSA's) Intermediate MS Office proficiency: Outlook, Word, Excel, PowerPoint. Advanced knowledge in Power BI. Intermediate database management programs: MS Access, Cognos and/or SQL Server. Proficiency in a coding language: DAX, SQL, VBA, M-Language, Python, etc. AWS kownledge is preferred Experience with tools such as Minitab, Power BI, Excel, Tableau, and/or any other data analysis and visualization platform. Ability to apply statistical concepts in practical situations to business problems and use logic and reasoning to solve complex problems while evaluating strengths and weaknesses of the proposed solution alternatives. Systematic and meticulous with details to effectively process large amounts of data into meaningful information. Ability to summarize extensive and/or complex analyses to stakeholders, both verbally and in writing. Capacity to simultaneously handle multiple tasks and projects, set priorities, and meet set deadlines. Self-initiated and able to work with little or no supervision. Open-minded and focused on innovation. Effective research and benchmarking capabilities. Excellent communication skills and proficiency of the English and Spanish language, both oral and written. Customer service orientation, excellent interpersonal relationships, and ability to interact with different teams to collaborate with other business units. 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.

Important: The candidate must provide evidence of academic preparation or courses related to the job posting, if necessary.

 

ABOUT US

Popular is Puerto Rico’s leading financial institution and have been evolving since it was founded over a century ago. From a small bank it has developed into a large corporation that offer a wide variety of services and financial solutions to our customers, with presence in the United States, the Caribbean and Latin America.

As employees, we are dedicated to making our customers dreams come true by offering financial solutions in each stage of their life. Our extensive trajectory demonstrates the resiliency and determination of our employees to innovate, reach for the right solutions and strongly support the communities we serve; therefore, we value their diverse skills, experiences and backgrounds.

We reaffirm our commitment to always offer essential financial services and solutions for our customers and communities, including during emergency situations and/or natural disasters. Popular’s employees are considered essential workers, whose role is critical in the continuity of these important services even under such circumstances. By applying to this position, you acknowledge that Popular may require your services during and immediately after any such events.

If you have a disability or need more information about requesting an accommodation, please contact us at asesorialaboral@popular.com. This email inbox is monitored for such types of requests only. All information you provide will be kept confidential and will be used only to the extent required to provide needed exemptions or reasonable accommodations. Any other correspondence will not receive a response.

 

Are you ready for a rewarding career?

 

Popular is an Equal Opportunity Employer
Learn more about us at www.popular.com and keep updated with our latest job postings at www.jobs.popular.com.
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