Senior Operations Analyst
See Below
RESPONSIBILITIES:
- Create and manage Key Performance Indicators that are monitored and reported on a monthly basis
- Distill large quantities of data into meaningful conclusions and associated action items, avoiding delays on over analysis
- Create and oversee reporting activities, develop quality control mechanisms and content for management reports
- Drive transparent communication of Implementation service delivery performance
- Develop and deliver presentations advising leadership on Implementation’s performance against plan and opportunities to correct course where needed
- Drive process, relationships and mechanics of demand and capacity planning for all of Implementations
- Collaborate with functional areas in identification of current challenges, development of solution options and implementation of identified solutions
- Drive / coordinate Implementation’s Organizational Readiness responsibilities for new product launches ensuring Implementation Teams are familiar with the new product, understand how to implement and know where to find additional information as needed
- Discover and implement new methodologies, process and procedures that will support Company long and short term goals
- Increase the value the PMO office offers Q2 by driving new initiatives that increase the performance of all the Implementation teams in key areas such as customer service, productivity, gross margin and delivered revenue
- Train junior Operational Analysts in all key aspects of the PMO’s responsibilities
- Responsible for ensuring that all security, availability, confidentiality and privacy policies and controls are adhered to
EXPERIENCE AND KNOWLEDGE:
- Bachelor’s Degree or relevant experience
- 5+ years of Operational Analysis experience
- Proven process improvement skills with a track record of operational success
- Excellent communication skills; both written and oral with technical and non-technical staff, with all levels of management
- Proven team-building skills with technical and non-technical staff
- Excellence in leadership and coaching toward high performance, by example and direction
- Integrity, professionalism, honesty, self-confidence, respect and conviction
- Excellent communication, analytical, and problem-solving skills required
- Keen attention to detail while keeping an eye toward the big picture
- Enterprise/mid-sized software delivery experience preferred but not necessary
- Ability to deal with ambiguity, tight timelines and demanding constraints
- Ability to work on multiple assignments, prioritize, and resolve issues in a timely manner within a high-pressure environment
- Innate desire and ability to find the root cause of issues, while balancing business needs to identify, support, and solve customer needs
- Knowledge of banking practices is helpful
At Q2, our goal is to be a diverse and inclusive workforce that fosters mutual respect for our employees and the communities we serve. Q2 is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.