Disputes Principal Business Analyst

Fifth Third Bank • Cincinnati, OH

1d • Onsite

About The Position

Serves as a primary liaison between Operations, IT and all lines of business (LOB) for projects large in scope and nature to the Bancorp, Line of Business and Central Operations. The position is responsible for analyzing non-standard business and user needs, documenting requirements, and resolving complex problems by collaborating with all partners throughout the Bancorp. The role requires accountability for risk by openly exchanging ideas and opinions, elevating concerns, and adhering to defined policies and procedures. The individual is expected to always act in the best interest of customers and colleagues, driving a positive customer experience, and operating within the Bank’s risk appetite by consistently identifying, assessing, managing, monitoring, and reporting all types of risks. This position is not available for immigration sponsorship.

Requirements

• Bachelor's Degree or equivalent work experience.
• Minimum 5 years' work experience in operations, call center, or related experience.
• Minimum 3 years of project management experience.
• Demonstrated strong Program Management Skills.
• Proven Leadership experience in areas of Operations, Manufacturing or Quality.
• Possess a thorough understanding of business systems, processes and industry requirements.
• Ability to present to senior leadership on sensitive subject matters.
• Ability to facilitate large groups toward the development of common solutions.
• Exceptional verbal, written, and presentation communication skills.
• Ability to multi-task and be flexible.
• Ability to manage multiple projects, work under pressure, and adapt to sudden changes in the work environment.
• Proficient in Windows based software programs (Outlook, Word, Excel, PowerPoint, Access, Visio).

Nice To Haves

• Six Sigma Green Belt or PMP preferred

Responsibilities

• Provides expertise and execute projects for customer experience initiatives, problem prevention/resolution initiatives, and strategic initiatives to make measurable improvements.
• Responsible for management reporting, metrics, and dashboard creation/distribution.
• Functions as the liaison between the business lines, Operations and the technical areas throughout the project cycle.
• Provides technical expertise and drive process improvement initiatives to achieve measurable productivity results that translate to financial benefits.
• Acts as team leader for large or complex projects.
• Meets regularly with strategic business partners to review current challenges, uncover root causes, recommend course correction, and implement strategies to support implementation effectiveness based on feedback.
• Leads and/or monitor design and execution of key process improvement, problem prevention and customer experience initiatives to achieve Performance Plan objectives.
• Coordinates development and support for new and existing processes.
• Partners with the technical areas in the research and resolution of system and process problems.
• Identifies, researches and analyzes problems, develops solutions and resolves problems.
• Identifies system enhancements, documents business needs and determines development impact to current processes.
• Works with IT and users to ensure accuracy of enhancements.
• Reviews operational procedures and methods and recommends changes for improvement with an emphasis on automation and efficiency.
• Plays a key role in the planning, testing and implementation of system enhancements and conversions.
• Ensures system enhancements follow the appropriate IT guidelines, meet or exceed user requirements and are completed in a timely fashion.
• Provides input into the creation of detailed project plans, work assignments, target dates and other aspects of assigned projects.
• Provides guidance and context in prioritizing and determining complexity of problems and requests.
• Works with IT resources (in house and third party) to ensure work is completed to specification.
• Provides the means by which the lines of business may capitalize on income and cost saving opportunities.
• Influences leaders and peers across organizational lines to take action on strategic initiatives or process changes.
• Maintains a moderate understanding/knowledge of Operations and all supported businesses.
• Establishes the climate that encourages an open two-way channel of communication whereby team members exchange ideas / suggestions and share information.
• Conducts best practice research; makes recommendations to the Operations leadership; and designs and executes on related improvements to processes.
• Designs, implements, analyzes, monitors or supports special projects that integrate with key business objectives.

Benefits

• comprehensive benefits
• differentiated compensation offerings
• incentive compensation plan
• extensive benefits programs designed to support the individual needs of our employees and their families, encompassing physical, financial, emotional and social well-being

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Number of Employees: 5,001-10,000 employees