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CXS Senior Analyst Operations
1 year ago
Summary
This role will serve as a Sr Analyst Operations to the Customer Experience Solutions global teams and report into the CXS Commercial Operations Manager. This role supports the division in achieving strategic objectives, by providing assurance over the key controls and mitigating activity that the organization relies on to manage risk, operations, and governance. The ideal candidate will understand risk management, governance, business continuity, documentation and organizational structure and is naturally curious in knowing how the business operates. The Sr Analyst Operations will have individual engagement with the most senior leaders of the CXS division and must be able to collaborate and communicate effectively.
• Seeking an energetic professional willing to own deliverables independently through completion.
• This person will deliver global initiatives that drive operational excellence resulting in best-in-class employee and customer experience.
• Is passionate about policy governance and its impact on data collection that ultimately supports informed decisions at the executive level.
• Communicates effectively, across varying audiences, the strategy, initiatives, and priorities along with rationale supporting decisions.Pay Range
$68,387-$127,006What you'll do
- Deliver global initiatives to support sustainable, scalable business growth.
- Partner with Insights and Analytics to extract data from internal systems for analysis and interpretation.
- Partner with the Project Coordinator to oversee change management efforts when implementing new technologies and designing new work processes for maximum adoption in a reduced timeframe.
- Partner with the Business Process Writer to ensure content for new processes are created and stored in accordance with standard operating procedures. Content artifacts will include ways of working documents, process explanation videos, training modules, work procedures, etc.
- Other key areas of accountability: Global Risk Register, Global Business Continuity Plan, External Audit response coordination, headcount reconciliation, and reporting, and other areas as assigned by leadership.
- Work with business unit leadership to record any potential risks; participate in mitigation development; and support tracking once risks are identified and defined.
- Maintain Customer Experience Solution master risk register; ensuring reporting deadlines are achieved with quality.
- Obtain stakeholder, management, and executive leadership engagement to ensure risks are understood and risk treatment is properly identified and remediated.
- Liaise between Corporate Risk and Audit, to ensure CXS representation.
- Coordinate the global Business Continuity Plan (BCP), updating critical areas as required throughout the year.
- Coordinate with divisional leaders to obtain the necessary data and documentation to support a robust BCP.
- Administrative coordination of all external audits, ensuring leadership is aligned to deliverables, process improvements are documented, and artifacts created, and key delivery dates met.
- Support alignment between People and Culture, Commercial Finance and Commercial Operations for global headcount.
- Ensure on-going governance to manage data for accurate monthly reporting with trend modeling.
- Other duties as assigned to support governance engagements.
What we're looking for
- Bachelor's or Associates degree in Business Administration, Management Information Systems, or related field.
- 1-2 years of risk or operations management experience a plus.
- Working knowledge of Microsoft suite of products including Excel, Project, Visio, and MS TEAMs.
- Knowledge of BPMN is a plus.
- Strong communication and interpersonal skills with transparent philosophy.
- Self-motivated and able to handle multiple competing priorities with ability to manage time independently.
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