Senior Business Intelligence Analyst

TD•Portland, ME

3d•Onsite

About The Position

The Senior Business Intelligence Analyst will build and maintain standardized, role-based complaints reporting and dashboards to support 2LOD oversight, senior management decisions, and Board-level visibility. This role translates customer complaint data into actionable business intelligence through reporting, dashboards, self-service insights, that enhanced the timeliness and accuracy of complaint trend monitoring, and strengthens the environment controlled through documented metrics, definitions, and reconciliation routines. Key Responsibilities Develop and operationalize a standardized executive reporting suite (KPIs, KRIs, root-cause/theme views, regulatory complaint lenses, and escalation summaries) with clear metric definitions. Deliver automated, refreshable dashboards and scorecards that reduce manual effort, improve data consistency, and enable near-real-time monitoring for spikes, clusters, and anomalies. Translate oversight and business questions into measurable metrics, dashboards, and recurring insights (e.g., emerging harm, remediation effectiveness, repeat issues, and business line comparisons). Design and maintain data models and reporting logic that are documented, testable, and reusable across audiences (2LOD, senior leadership, Board). Implement data quality controls (validation rules, reconciliations, exception reporting) and maintain data lineage/definitions so reporting is audit-ready and repeatable. Partner with stakeholders (1LOD businesses, 2LOD, Compliance Units, CAI/Analytics, Technology, and Business Lines) to capture requirements, prioritize enhancements, and drive adoption of custom and self-service reporting capabilities. Support exam/audit requests by producing defensible populations, complaint insights, metric logic, and evidence packages on tight timelines to inform leadership decision making. The above details are specific to the role which is outlined in the Job summary below. Please review Desired Skills and Experience as you are considering this role. Job Summary The Senior Business Intelligence Analyst provides specialized end to end BI support, visualization / presentation, and solutions for a significant business / function and/or projects / initiative. This role may be considered a subject matter expert in BI and Reporting. This role is accountable for the development, adoption and ongoing evolution of a best-in-class reporting and/or BI capability and may deliver on ad-hoc projects as assigned. Depth & Scope: Works independently as the senior analyst / subject matter expert and may provide technical support to others Requires advanced knowledge of reporting and BI platforms, tools and techniques, and ability to effectively leverage it to support diverse reporting and BI functions Considered a subject matter expert within a given area Expert knowledge of all main data sources for the data used within the business unit and ability to effectively utilize these data sources for reporting purposes Experienced professional role providing specialized data visualizations to support business needs May be expected to have a knowledge of broader enterprise reporting platforms and data sources and ability to integrate data across the enterprise May be expected to present to senior management or executives Oversees and/or independently performs tasks from end-to-end Generally focuses on broad range of moderately complex issues that may span from short to medium term (e.g. monthly-quarterly) Education & Experience: Undergraduate degree or advanced technical degree preferred (e.g., math, physics, engineering, finance or computer science) Graduate's degree preferred with either progressive project work experience, or; 3+ year of relevant experience; higher degree education and research tenure can be counted Desired Skills & Experience: Demonstrated advanced BI/dashboard development expertise in Tableau and/or Power BI, including complex calculations (LOD/DAX), data modeling, and performance optimization. Salesforce CRM reporting: build/maintain reports and dashboards; custom report types; understand objects/relationships; basic SOQL; apply sharing/security concepts. Exposure and experience applying NLP/ML/GenAI capabilities to business use cases. SQL: advanced querying, build reusable views/stored procedures as needed. Python and/or R for analytics and automation ETL/data prep and data modeling Data quality and controls (reconciliations, exception handling, audit trails, metric logic documentation). Complaint/operational risk analytics (trending, segmentation, outliers) and executive-level storytelling. Preferred: strong Microsoft ecosystem skills (advanced Excel, advanced PowerPoint, SharePoint) and reporting access governance/security basics. Customer Accountabilities: Produces specialized reporting packages, dashboards and scorecards for businesses, with a focus on understanding objectives and delivering insights for: (1) product design and development; (2) customer engagement; (3) account management; and (4) business decision making Uses various methodologies to rapidly generate impactful interactive visualizations or tools Leads the implementation of initiatives in support of overall business / function strategy Conducts analysis to provide enhanced BI to inform management leadership team Creates complex and comprehensive BI reporting packages and dashboards utilizing data infrastructure, localized DataMart's and external data sources and transforms into visual stories using appropriate systems to support client objectives Identifies and proposes data presentations to meet evolving business's needs; utilizes various technology / applications / methodologies to rapidly generate impactful visualizations Builds basic layouts and templates to be utilized by internal partners Validates the quality and integrity of the data included in the Reporting Packages and Dashboards Develops meaningful and insightful commentary / insights on new and existing reporting packages Works with business partners to understand business objectives and develops value-added reporting and provides ad-hoc data extracts Adopts, implements and effectively evolves report automation and/or visualization standards May as a subject matter expert, to provide advisory or consultative services for supported colleagues and/or businesses regarding multi-format data visualization techniques Shareholder Accountabilities: Adheres to enterprise frameworks or methodologies that relates to activities for our business area Consistently exercises discretion in managing correspondence, information and all matters of confidentiality; escalates issues where appropriate Ensures business operations are in compliance with applicable internal and external requirements (e.g. financial controls, segregation of duties, transaction approvals and physical control of assets) Participates in cross-functional / enterprise / initiatives as a subject matter expert helping to identify risk / provides guidance for complex situations Conducts internal and external research projects; supports the development / delivery of presentations / communications to management or broader audience Conducts meaningful analysis at the functional or enterprise level using results to draw conclusions, makes recommendations, assesses the effectiveness of programs / policies / practices Monitors service, productivity and assesses efficiency levels within own function and implements continuous process / performance improvements where opportunities exist Leads / facilitates and/or implements actions / remediation plans to address performance / risk / governance issues Actively manages relationships within and across various business lines, corporate and/or control functions and ensures alignment with enterprise and/or regulatory requirements Maintains a culture of risk management and control, supported by effective processes in alignment with risk appetite Employee/Team Accountabilities: Participates fully as a member of the team, supports a positive work environment that promotes service to the business, quality, innovation and teamwork and ensures timely communication of issues / points of interest Provides thought leadership and/or industry knowledge for own area of expertise in own area and participates in knowledge transfer within the team and business unit Keeps current on emerging trends / developments and grows knowledge of the business, related tools and techniques Participates in personal performance management and development activities, including cross training within own team Keeps others informed and up to date about the status / progress of projects and/or all relevant or useful information related to day-to-day activities Contributes to team development of skills and capabilities through mentorship of others, by sharing knowledge and experiences and leveraging best practices Leads, motivates and develops relationships with internal and external business partners / stakeholders to develop productive working relationships Contributes to a fair, positive and equitable environment that supports a diverse workforce Acts as a brand ambassador for your business area/function and the bank, both internally and/or externally

Requirements

Undergraduate degree or advanced technical degree preferred (e.g., math, physics, engineering, finance or computer science)
Graduate's degree preferred with either progressive project work experience, or;
3+ year of relevant experience; higher degree education and research tenure can be counted
Demonstrated advanced BI/dashboard development expertise in Tableau and/or Power BI, including complex calculations (LOD/DAX), data modeling, and performance optimization.
Salesforce CRM reporting: build/maintain reports and dashboards; custom report types; understand objects/relationships; basic SOQL; apply sharing/security concepts.
Exposure and experience applying NLP/ML/GenAI capabilities to business use cases.
SQL: advanced querying, build reusable views/stored procedures as needed.
Python and/or R for analytics and automation
ETL/data prep and data modeling
Data quality and controls (reconciliations, exception handling, audit trails, metric logic documentation).
Complaint/operational risk analytics (trending, segmentation, outliers) and executive-level storytelling.
Strong Microsoft ecosystem skills (advanced Excel, advanced PowerPoint, SharePoint) and reporting access governance/security basics.

Responsibilities

Develop and operationalize a standardized executive reporting suite (KPIs, KRIs, root-cause/theme views, regulatory complaint lenses, and escalation summaries) with clear metric definitions.
Deliver automated, refreshable dashboards and scorecards that reduce manual effort, improve data consistency, and enable near-real-time monitoring for spikes, clusters, and anomalies.
Translate oversight and business questions into measurable metrics, dashboards, and recurring insights (e.g., emerging harm, remediation effectiveness, repeat issues, and business line comparisons).
Design and maintain data models and reporting logic that are documented, testable, and reusable across audiences (2LOD, senior leadership, Board).
Implement data quality controls (validation rules, reconciliations, exception reporting) and maintain data lineage/definitions so reporting is audit-ready and repeatable.
Partner with stakeholders (1LOD businesses, 2LOD, Compliance Units, CAI/Analytics, Technology, and Business Lines) to capture requirements, prioritize enhancements, and drive adoption of custom and self-service reporting capabilities.
Support exam/audit requests by producing defensible populations, complaint insights, metric logic, and evidence packages on tight timelines to inform leadership decision making.
Provides specialized end to end BI support, visualization / presentation, and solutions for a significant business / function and/or projects / initiative.
Accountable for the development, adoption and ongoing evolution of a best-in-class reporting and/or BI capability and may deliver on ad-hoc projects as assigned.
Works independently as the senior analyst / subject matter expert and may provide technical support to others.
Requires advanced knowledge of reporting and BI platforms, tools and techniques, and ability to effectively leverage it to support diverse reporting and BI functions.
Considered a subject matter expert within a given area.
Expert knowledge of all main data sources for the data used within the business unit and ability to effectively utilize these data sources for reporting purposes.
Experienced professional role providing specialized data visualizations to support business needs.
May be expected to have a knowledge of broader enterprise reporting platforms and data sources and ability to integrate data across the enterprise.
May be expected to present to senior management or executives.
Oversees and/or independently performs tasks from end-to-end.
Generally focuses on broad range of moderately complex issues that may span from short to medium term (e.g. monthly-quarterly).
Produces specialized reporting packages, dashboards and scorecards for businesses, with a focus on understanding objectives and delivering insights for: (1) product design and development; (2) customer engagement; (3) account management; and (4) business decision making.
Uses various methodologies to rapidly generate impactful interactive visualizations or tools.
Leads the implementation of initiatives in support of overall business / function strategy.
Conducts analysis to provide enhanced BI to inform management leadership team.
Creates complex and comprehensive BI reporting packages and dashboards utilizing data infrastructure, localized DataMart's and external data sources and transforms into visual stories using appropriate systems to support client objectives.
Identifies and proposes data presentations to meet evolving business's needs; utilizes various technology / applications / methodologies to rapidly generate impactful visualizations.
Builds basic layouts and templates to be utilized by internal partners.
Validates the quality and integrity of the data included in the Reporting Packages and Dashboards.
Develops meaningful and insightful commentary / insights on new and existing reporting packages.
Works with business partners to understand business objectives and develops value-added reporting and provides ad-hoc data extracts.
Adopts, implements and effectively evolves report automation and/or visualization standards.
May as a subject matter expert, to provide advisory or consultative services for supported colleagues and/or businesses regarding multi-format data visualization techniques.
Adheres to enterprise frameworks or methodologies that relates to activities for our business area.
Consistently exercises discretion in managing correspondence, information and all matters of confidentiality; escalates issues where appropriate.
Ensures business operations are in compliance with applicable internal and external requirements (e.g. financial controls, segregation of duties, transaction approvals and physical control of assets).
Participates in cross-functional / enterprise / initiatives as a subject matter expert helping to identify risk / provides guidance for complex situations.
Conducts internal and external research projects; supports the development / delivery of presentations / communications to management or broader audience.
Conducts meaningful analysis at the functional or enterprise level using results to draw conclusions, makes recommendations, assesses the effectiveness of programs / policies / practices.
Monitors service, productivity and assesses efficiency levels within own function and implements continuous process / performance improvements where opportunities exist.
Leads / facilitates and/or implements actions / remediation plans to address performance / risk / governance issues.
Actively manages relationships within and across various business lines, corporate and/or control functions and ensures alignment with enterprise and/or regulatory requirements.
Maintains a culture of risk management and control, supported by effective processes in alignment with risk appetite.
Participates fully as a member of the team, supports a positive work environment that promotes service to the business, quality, innovation and teamwork and ensures timely communication of issues / points of interest.
Provides thought leadership and/or industry knowledge for own area of expertise in own area and participates in knowledge transfer within the team and business unit.
Keeps current on emerging trends / developments and grows knowledge of the business, related tools and techniques.
Participates in personal performance management and development activities, including cross training within own team.
Keeps others informed and up to date about the status / progress of projects and/or all relevant or useful information related to day-to-day activities.
Contributes to team development of skills and capabilities through mentorship of others, by sharing knowledge and experiences and leveraging best practices.
Leads, motivates and develops relationships with internal and external business partners / stakeholders to develop productive working relationships.
Contributes to a fair, positive and equitable environment that supports a diverse workforce.
Acts as a brand ambassador for your business area/function and the bank, both internally and/or externally.