Business Process Analyst II

• What you will be doing

  
  

  • Plans, performs and implements process improvement initiatives, e.g., ISO, Lean or Six Sigma.
  • Responsible for most complex business and systems process analysis, design and simulation.
  • Diagrams and evaluates existing processes.
  • Organizes, leads and facilitates cross-functional project teams.
  • Develops metrics that provide data for process measurement, identifying indicators for future improvement opportunities.
  • Recommends and facilitates quality improvement efforts.
  • Collects data to identify root cause of problems.
  • Measures performance against process requirements.
  • Aligns improvement to performance shortfalls.
  • Provides consultation on the use of re-engineering techniques to improve process performance and product quality.
  • May deliver presentations and training courses including measurement, analysis, improvement and control.
  • Surveys and analyzes best practices for techniques and processes.
  • May lead re-engineering team and act as project manager.
  • Communicates team progress.
  • Performs cost and benefit analyses.
  • Other related duties assigned as needed.

  
  

  Key contact and Subject Matter Expert (SME) to Call Center Operations as well as internal customers (e.g., escalations team, implementations team, client services, product management, business development) representing the customer requirements for complete business process lifecycle. 

  
  
• Provides feedback and recommendations to the quality and training teams based on business process requirements through process improvement and problem resolution.
• Serves as point of contact for program or process changes, and distribution of program or process information and procedural changes; participates in change management process to evaluate risk and impact of potential changes. Checks for timeliness, accuracy of posted information, driving changes as needed.
• Gains and maintains familiarity with call center applications, understanding flow of calls through IVR and ACD scripts, to serve as a liaison and work collaboratively with Telecomm and Operations.
• Participate in calibration sessions with clients, and review calls for process and product improvement. 
• Work collaboratively with product team to gather, analyze and make recommendations based on customer data that improves the client's efficiencies and costs.
• Establish and strengthen relationships with business partners. Participates on monthly business reviews with business partners.
• Builds and defines operational standards based on department and corporate objectives across sites for purposes of consistency, accountability, and quality.
• Facilitates forecasting and capacity planning meetings.
• Supports site assessments, visits, and internal/external audits.  Coordinate between internal FIS partners and client
• Support internal and external compliance initiatives and coordinate training
• Coordinates changes to business rules following a change management process
• Provides feedback on the status of operational items such as daily call drivers and issues impacting the call center.

• What do you bring:

  
  
• Broad knowledge of FIS’ products and services, business practices and processes
• Requires highest level understanding of organization’s business systems and industry requirements
• In-depth knowledge of financial services industry practices, regulations and processes
• Basic knowledge of one or more end-to-end systems development life cycles, i.e., waterfall, iterative and other modern approaches to software development and conversion methodologies
• Advanced knowledge of the tools, techniques and principles used in business process development, documentation and re-engineering
• Advanced proficiency in at least one appropriate process methodology, e.g., ISO, Lean, Six Sigma
• Proficiency in quality management methods, tools and technologies
• Excellent verbal and written communication skills to technical and non-technical audiences of various levels in the organization, e.g., executive, management, individual contributors
• Excellent training/presentation skills to educate the organization on new or updated processes
• Willingness to shares relevant technical, process, and/or industry knowledge and expertise to other resources
• Excellent analytical, decision-making, problem-solving, interpersonal, team-building, negotiation, conflict management and time management skills
• Ability to persuade and influence others on the best approach to take
• Ability to estimate work effort for project sub-plans or small projects and ensure the project is successfully completed
• Is resourceful and proactive in gathering information and sharing ideas.
• Bachelor’s degree in business administration, finance, computer science or information systems or the equivalent combination of education, training, or work experience.

• What we offer you

  
  
• A multifaceted job with a high degree of responsibility and a broad spectrum of opportunities
• A broad range of professional education and personal development possibilities – FIS is your final career step!
• A competitive salary and benefits
• A variety of career development tools, resources and opportunities

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Sourcing Model

Recruitment at FIS works primarily on a direct sourcing model; a relatively small portion of our hiring is through recruitment agencies. FIS does not accept resumes from recruitment agencies which are not on the preferred supplier list and is not responsible for any related fees for resumes submitted to job postings, our employees, or any other part of our company.

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