Sr. Business Analyst - Voice Channel

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Job ID:
0316-39472
Job Category:
Customer Service/Client Service
Relevant Work Experience:
Analyst/Strategy-2-5 yrs
Current Licenses / Certifications:
None
Position Located In:
TX - Westlake
Education:
BA/BS
Job Type:
Full Time
Description:

Westlake - TX, TX2050R, 2050 Roanoke Road, 76262-9616
Kyle David Livingstone
0316-39472

We believe that, when done right, investing liberates people to create their own destiny. We are driven by our purpose to champion every client’s goals with passion and integrity. We respect and appreciate the diversity of our employees, our clients, and the communities we serve. We challenge conventions strategically to create value for our clients, our firm and the world. We live and bring to life the concept of ‘own your tomorrow’ every day. We champion our employee strengths, guide their development, and invest in their long-term success. We hire optimistic, results-oriented, curious, innovative, and adaptable people with the desire to help our clients and one another succeed.

As a company, we were established by Chuck over 40 years ago to champion Main Street over Wall Street, and to help Americans transform themselves from earners to owners. Through advocacy and innovation, we work to make investing more affordable, accessible and understandable for all. As we enter our fifth decade, we are looking for talented, innovative and driven people who believe they can help themselves, and our clients, create a better future.

Our Opportunity:

We are currently offering the opportunity for Sr. Business Analyst to join our Client Service & Support (CS&S) team. CS&S is the primary service and trading arm for Schwab Investor Services. CS&S is a team of financial services professionals who provide guidance and solutions to help our retail clients take charge of their futures. We build trust and inspire confidence through exceptional service one connection at a time. With a focus on inspiring client loyalty and a commitment to employee engagement through career development, we support clients and employees in reaching their goals. Schwab provides extensive training and internal support that affords employees the opportunity to be successful in service delivery. CS&S provides service to our retail clients to fulfill our purpose of championing every client’s goals with passion and integrity. With a focus on employee development and collaboration, we help clients and employees reach their goals.

 Within CS&S, the Contact Center Experience group strategically influences client and employee experiences. We create and enhance self service solutions for client facing applications on the telephony platform for brokerage, banking and Retirement Plan Services. We drive the implementation of innovative solutions through proactive analysis and we strive to continually enhance the client and employee experience by providing best-in-class support.

The Senior Business Analyst will join Contact Center Experience to assist the Product Owner in leading, supporting and maintaining Voice product solutions. This individual will help evaluate and recommend IVR product strategy, identify and drive technology solutions. The Senior Business Analyst will work closely with internal business partners, technology partners, and vendors to determine/drive application requirements and future enhancements to support overall contact center strategy, employee loyalty and workforce needs.

What you’ll do:

  • Provide analysis in an Agile environment supporting the IVR Product Owner across multiple lines of business
  • Vet and filter user requests before proceeding to business requirements writing
  • Ensure complete analysis and understanding of interdependencies, business risks, risk mitigations that could impact or be impacted by the delivery of new products, services, processes and/or support technologies
  • Passionately advocate designing a seamless voice IVR strategy “through clients’ eyes,” across all lines of business
  • Maintain a positive relationship with voice technology vendors. Build relationships with colleagues across the firm, proactively seek input from diverse perspectives and builds commitment around the voice channel vision and priorities
  • Works closely with internal and external partners to interpret project objectives in order to help design optimal voice solutions (e.g. balancing operational goals, client experience and risk)
  • Research industry trends and new technology solutions in conjunction with partner feedback to establish voice channel strategy
  • Complete cost benefit analysis and create business cases for new technology investments
  • Analyzes RFP/contract language and influences outcomes to support business objectives
  • Review voice channel performance data in order to determine overall effectiveness and identify opportunities for improvement
  • Perform analysis to inform the process to identify and secure resources (e.g., funding, staffing, systems) required to implement voice technology solutions

What you have:

  • 5+ years of Business Analysis Experience
  • 5+ years of supporting an IVR product
  • 2+ years of Agile experience
  • Experience calculating cost benefit analysis and creating business cases to secure funding for new technology investments
  • Strong organizational skills to juggle multiple simultaneous project assignments
  • Ability to develop and articulate business requirements; must be detail oriented and possess strong analytical skills
  • Ability to thrive in highly-collaborative work environment.  Must have the ability to liaison between business, marketing, security, legal, compliance and technology partners
  • Must be a creative thinker and have a passion for creating the best possible experience for clients
  • Strong written and verbal communication skills, including the ability to actively listen, quickly synthesize ideas and develop recommendations for senior leaders
  • Experience calculating cost benefit analysis and creating business cases to secure funding for new technology investments
  • Experience in the financial industry, brokerage and or banking.
  • Bachelor’s degree preferred 

What you’ll get:

  • Comprehensive Compensation and Benefits package
  • Financial Health: 401k Match, Employee Stock Purchase Plan, Employee Discounts, Personalized advice, Brokerage discounts
  • Work/Life Balance: Sabbatical, Paid Parental Leave, New Mothers returning to work Program, Tuition Reimbursement Programs, Time off to volunteer, Employee Matching Gifts Program
  • Everyday Wellness: Health and Lifestyle Wellness Rewards, Onsite Fitness Classes, Healthy Food Choices, Wellness Champions
  • Inclusion: Employee Resource Groups, Commitment to diversity, Strategic partnerships
  • Not just a job, but a career, with an opportunity to do the best work of your life

 


Learn more about Life@Schwab.


Charles Schwab & Co., Inc. is an equal opportunity and affirmative action employer committed to diversifying its workforce. It is Schwab's policy to provide equal employment opportunities to all employees and applicants without regard to race, color, religion, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), gender identity or expression, national origin, ancestry, age, disability, legally protected medical condition, genetic information, marital status, sexual orientation, protected veteran status, military status, citizenship status or any other status that is protected by law. Schwab also does not discriminate against applicants or employees because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. At Schwab, we believe that every employee, through their diverse abilities and experiences, can contribute to our growth, innovation and client loyalty. We embrace diversity and are committed to providing equal opportunity to all employees and applicants. If you have a disability, and require reasonable accommodations in the application process, call Human Resources at 800-725-3535. We will be happy to assist you. Schwab will only share your accommodation request with those individuals who have a specific need to know. The request for an accommodation will not affect Schwab's hiring decisions. All other submissions should be performed online.


Job Specifications
Relocation Offered?: No
Work Schedule: Days
Languages: English - spoken
Current Licenses / Certifications: None
Relevant Work Experience: Analyst/Strategy-2-5 yrs
Position Located In: TX - Westlake
Education: BA/BS
Job Type: Full Time

Category:Customer Service/Client Service
Activation Date: Friday, March 16, 2018
Expiration Date: Saturday, April 28, 2018
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Brokerage Products: Not FDIC Insured • No Bank Guarantee • May Lose Value

Charles Schwab & Co., Inc. is an equal opportunity and affirmative action employer committed to diversifying its workforce. It is Schwab's policy to provide equal employment opportunities to all employees and applicants without regard to race, color, religion, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), gender identity or expression, national origin, ancestry, age, disability, legally protected medical condition, genetic information, marital status, sexual orientation, protected veteran status, military status, citizenship status or any other status that is protected by law. Schwab also does not discriminate against applicants or employees because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant.

At Schwab, we believe that every employee, through their diverse abilities and experiences, can contribute to our growth, innovation and client loyalty. We embrace diversity and are committed to providing equal opportunity to all employees and applicants. If you have a disability, and require reasonable accommodations in the application process, call Human Resources at 800-725-3535. We will be happy to assist you. Schwab will only share your accommodation request with those individuals who have a specific need to know. The request for an accommodation will not affect Schwab’s hiring decisions. All other submissions should be performed online.

The Charles Schwab Corporation provides a full range of securities, brokerage, banking, money management, and financial advisory services through its operating subsidiaries. Its broker-dealer subsidiary, Charles Schwab & Co., Inc. (“Schwab”), Member SIPC , offers investment services and products, including Schwab brokerage accounts. Its banking subsidiary, Charles Schwab Bank (member FDIC and an Equal Housing Lender), provides deposit and lending services and products.