Senior Business Operations Analyst

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 accuracy and integrity through detailed business and data validation

Develop KPIs, performance metrics, and analytical tools to improve operational effectiveness

Partner with Data Engineering, Data Science, and Analytics teams to improve data accessibility, reporting capabilities, and best practices

Support team development through mentorship and collaboration

What You’ll Need

3–5 years of experience in an operational analytics or similar analytical role

Advanced SQL proficiency with experience working on large datasets

Strong experience building dashboards and reporting in Tableau or similar BI tools

Experience using Python and statistical analysis tools for operational or business analytics

Strong analytical and problem-solving skills with the ability to translate complex data into actionable insights

Proven ability to conduct sophisticated analysis using customer performance data, bureau attributes, and third-party data sources

Experience leading initiatives and driving results through collaboration and hands-on execution

Strong attention to detail and root cause analysis skills

Excellent written and verbal communication skills, including the ability to explain technical concepts to non-technical audiences

Ability to work effectively in a fast-paced, evolving environment

Experience analyzing financial services or operational performance data

Bachelor’s degree required

Nice to Have

Collections industry experience with knowledge of regulations including FDCPA, TCPA, FCRA, and CFPB Reg F

Experience with collections operations reporting and analytics

Experience solving highly data-intensive business problems

Familiarity with Snowflake data environments

Passion for writing well-tested, maintainable code and utilizing testing frameworks

Experience training or developing AI chat agents using summarized Snowflake data