Manager, Card Analytics
About The Position
OneMain Financial is seeking an Analytics Manager to join our Card Analytics team. This role is focused on leading efforts to grow the credit card business by generating actionable insights related to efficiency, effectiveness, and customer experience. The position covers the entire lifecycle of credit card accounts, from origination through digital and contact center customer service, and debt collection. The ideal candidate will possess a natural curiosity, a drive to identify data-supported opportunities for improving customer journeys, optimizing staff utilization, and evaluating communication channel effectiveness.
Requirements
- 5+ years' experience in analytics roles with exposure to credit cards and/or Fintech.
- Deep knowledge and expertise in using analytical tools and techniques to drive business outcomes.
- Knowledge of consumer-lending best practices, including the use of advanced statistical techniques and data sources.
- Innovative and capable of developing a highly analytical approach to solving problems.
Nice To Haves
- Experience with data analytics in a credit card business or some aspect of consumer lending, or experience in contact center capacity planning is preferred.
- Knowledge of how Gen AI tools can be used to assist with analytics and report creation, and experience doing so, is a plus.
Responsibilities
- Contact center volume forecasting and staffing requirements, balancing key results with staffing costs.
- Manage a continuous inquiry reduction program using data from call dispositions, Gen AI call analysis, and customer behavior to identify trends and inform Product roadmap planning.
- Provide analytics support, including reports and dashboards, for optimizing operational efforts and decisions.
- Build exception reports for first-line defense risk and control efforts.
- Collaborate with operations leaders and the analytics team to identify expense optimization opportunities across communication channels, customer management strategies, and supplier billing practices.
- Create analytical frameworks to leverage data and testing for increased operational efficiency.
- Manage 2-4 contractors to assist with analytical work.
Benefits
- Medical insurance
- Prescription insurance
- Dental insurance
- Vision insurance
- Hearing insurance
- Accident insurance
- Hospital indemnity insurance
- Life insurance
- Up to 4% matching 401(k)
- Employee Stock Purchase Plan (10% share discount)
- Tuition reimbursement
- Paid time off (15 days’ vacation per year)
- Paid sick leave
- 11 Paid holidays (4 floating holidays)
- Paid volunteer time (3 days per year)
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
