You will be instrumental in driving data-informed decision-making within Global Business Services (GBS), focusing on Payment Risk, Customer Service, and cross-functional project impacts. This role requires a strategic thinker who can analyze operational trends in customer interactions and issues, especially on a week-over-week (WoW) basis, identify root causes, and deliver actionable insights to executive leadership. You will partner closely with cross-functional teams to support process improvement, enhance operational efficiency, and drive outcomes that positively impact GBS.

Operational Trend Analysis:

• Conduct in-depth analysis of weekly operational data, focusing on customer contact trends, issues, and performance metrics within Payment Risk and Customer Service.
• Identify and monitor key operational trends that impact GBS, assessing WoW changes in volume, issue categories, and performance to provide early indicators of emerging challenges or opportunities.

Executive Reporting and Insight Delivery:

• Prepare high-level, impactful reports for top executives, summarizing Daily/Weekly/Monthly/Quarterly/Yearly trends, risks, and critical customer operations insights across Payment Risk, Customer Service, and ongoing GBS projects.
• Present data-driven recommendations that focus on enhancing operational performance and mitigating risk, enabling the executive team to make informed strategic decisions.

Cross-Functional Problem Solving and Issue Resolution:

• Collaborate with stakeholders across Payment Risk, Customer Service, and other teams to understand operational pain points, root causes, and improvement areas.
• Lead data-informed discussions and recommendations on process adjustments, providing support for timely issue resolution and streamlined operations.

Continuous Improvement and Operational Efficiency:

• Design and implement performance improvement initiatives, focusing on optimizing workflows, reducing contact volume drivers, and enhancing customer satisfaction.
• Collaborate with teams to refine risk controls, enhance service quality, and ensure alignment with GBS objectives.

Stakeholder Engagement and Strategic Influence:

• Serve as a trusted advisor to GBS senior leaders, ensuring a clear understanding of operational performance, trends, and actionable insights.
• Actively contribute to strategic discussions, providing data-driven insights that inform and shape GBS initiatives and operational strategy.

• Bachelor’s degree in Business Analytics, Operations Management, or related field; advanced degree preferred.
• Significant experience in operations analysis, ideally within environments involving GBS/Shared Services, Customer Service, and project impact analysis.
• Advanced proficiency in data analysis and visualization tools (e.g., Power BI, Tableau, SQL).
• Exceptional analytical and problem-solving skills, with a strong track record of identifying trends and delivering impactful recommendations.
• Excellent communication skills, capable of translating complex data into actionable insights for executive stakeholders.
• Strong collaborative skills and the ability to influence cross-functional teams to achieve operational improvements and efficiencies.