Market Information Manager II

Job Description:

The CCA Contact Delivery Analytics Market Information Manager II provides general direction to and review of assigned market research staff or a function of information management. Responsible for multiple or large long-term studies to determine potential market for products/services. May be involved in the complexities of day-to-day operational problems. May be involved in the building of sophisticated infrastructure for database mining applications. Ensures that overall budget schedules and performance standards are realistically set and attained. May manage vendor relationships to measure effectiveness of strategies and/or programs. Works with senior line managers to develop marketing research and marketing consulting engagements including assisting line, product and operational teams on the implementation of recommendations suggested by the research.

Responsibilities include:

Consumer Credit Assistance Operations Enablement develops strategies that help our credit card, deposit, vehicle and home loans customers through difficult times while mitigating losses for the Bank.  As part of that organization, Contact Delivery Analytics is a team focused on development & execution of multi-phased transformational contact routing strategies, completing complex contact analytics/reporting, and managing Interactive Voice Response strategies in order to deliver on company loss and expense plans. The manager will be responsible for frequent updates to senior management on high priority initiatives with significant loss impacts. To be successful, it is critical for the candidate to be intellectually curious and possess a genuine desire to seek out a better way of doing things. The candidate must be able to ideate and develop logical strategy recommendations that consider research and analysis, the regulatory framework, and competing strategies. Those recommendations will often involve quantifying impacts and building compelling business cases as fuel for technology/resource investment to drive innovation.  The candidate must possess strong verbal/written communication skills to deliver a precise, persuasive message and gain consensus among senior leadership before marching towards implementation.  More generally as manager, the candidate must swiftly clear obstacles, manage multiple competing priorities, assess emerging risk, make sound decisions, craft a team vision, develop analyst skill sets, manage performance, conduct interviews, and inspire followership. Must display proven ability of developing employee quantitative analytical skill sets through personal proficiency with SAS/SQL/Python, Tableau, Excel, financial statements, and business processes.

Required Skills:

• Quantitative analytics experience (5+ years), including skills like data mining and statistics within SAS, SQL, VB, Python, R or similar platforms
• Strong analytical and problem solving skills as demonstrated by 5+ years of related experience
• Management experience in strategic environment (5+ years) with proven ability to ideate and deliver innovative solutions while maximizing employee potential
• Strong organizational skills demonstrating the ability to drive numerous initiatives forward simultaneously
• Strong evidence of leveraging analytics and data visualization to drive business results
• Skilled with MS Office (PowerPoint, Excel, Access, Word)
• Proficient at written and oral communication, including persuasive executive level presentation skills and simplifying complex concepts for broad consumption
• Bachelor’s degree required - preferably in related field like business, finance, math, statistics, engineering, computer science, data analytics     

Desired Skills:

• Working knowledge of contact delivery technology (call routing, dialer, IVR, chat; Genesys, Avaya, Aspect, IEX)
  • Loss mitigation/collections experience
  • Experience working within the Bank's data infrastructure (SQL Server, Teradata, Hadoop, DB2, etc.)
  • Experience with business case development/financial statements
  • Experience with process design/redesign (ex. Six Sigma, Engineering)
  • Project / Change Management experience
  • Advanced Degree/MBA preferred: (Operations preferred), Industrial Engineering, Statistics, etc.

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