Business Analyst- Operations

Computershare•New York, NY

14h•$80,000 - $100,000•Hybrid

About The Position

Computershare is undertaking a significant, multi-year transformation program called the Voyager Program, aimed at creating industry-leading digital platforms and products. The core objective is to deliver a superior digital experience for customers and shareholders in Issuer Services, thereby gaining a competitive advantage, increasing client value, and fostering employee opportunities. This role seeks a highly analytical and detail-oriented Business Analyst to join a team focused on digital operations within customer service and call center environments. The Business Analyst will be instrumental in optimizing operational efficiency, enhancing customer experience, and driving strategic initiatives through data-driven insights and analysis, requiring a combination of business analysis and management consulting skills to deliver impactful solutions and strategic recommendations.

Requirements

Bachelor’s degree in Business Administration, Information Systems, Analytics, Data Science, or related field.
Proven experience as a Business Analyst or Management Consultant within a customer service or call centre environment.
Proficiency in MS Office (Excel, Word, PPT) and PowerBI or Tableau.
Experience in managing limited resources and conflicting deadlines.

Nice To Haves

Experience in project management (continuous improvement initiatives).
Experience in relation to the share registry and financial services industry.
Knowledge of the Computershare business and the related stakeholders.
Certification in Business Analysis (e.g., CBAP), Project Management (e.g., PMP), or Management Consulting (e.g., CMC) is a plus.

Responsibilities

Collaborate with cross-functional teams to gather and analyze data from various digital platforms and operational systems.
Conduct a thorough analysis of key performance indicators (KPIs), customer service metrics, and operational data to identify trends, patterns, and opportunities for improvement.
Develop and maintain dashboards, reports, and presentations that provide actionable insights and recommendations to stakeholders and senior management.
Work closely with IT teams to define data requirements, conduct data validation, and ensure data integrity across systems.
Monitor and evaluate the effectiveness of digital tools and technologies used in customer service or call center operations.
Identify areas for process optimization, automation, and efficiency gains to streamline operations and enhance service delivery.
Lead and support the implementation of new digital initiatives, systems, and processes by providing analytical expertise, requirements analysis, functional/UAT testing, and project support.
Conduct market research and benchmarking to identify industry best practices and emerging trends in digital operations and customer service.
Assist in the development of business cases for strategic initiatives, including cost-benefit analysis, risk assessment, and ROI projections.