Manager, Card Analytics

OneMain Financial•Wilmington, DE

9d•Hybrid

About The Position

OneMain Financial is seeking an Analytics Manager to join our Card Analytics team. This role will focus on growing the credit card business by generating actionable insights related to efficiency, effectiveness, and customer experience. The position covers the entire delivery lifecycle, from account originations and digital/contact center customer service to debt collection within the credit card business unit. The ideal candidate will possess a natural curiosity, a drive to identify data-supported opportunities for improving customer journeys, reducing call volume, optimizing staff utilization, and evaluating communication channel effectiveness.

Requirements

5+ years of 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 advanced statistical techniques and data sources.
Innovative and capable of developing highly analytical approaches to problem-solving.

Nice To Haves

Experience with data analytics in a credit card business or consumer lending.
Experience in contact center capacity planning.
Knowledge of how Gen AI tools can be used to assist with analytics and report creation, and experience doing so.

Responsibilities

Contact center volume forecasting and staffing requirements, balancing service levels and 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, to optimize 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.
Create analytical frameworks to leverage data and testing for increased operational efficiency.
Manage 2-4 contractors assisting with analytical tasks.

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, prorated based on start date)
Paid sick leave as determined by state or local ordinance (prorated based on start date)
11 Paid holidays (4 floating holidays, prorated based on start date)
Paid volunteer time (3 days per year, prorated based on start date)