Join the Regulatory Operations Complaints Program team focused on Complaints Oversight & Monitoring for Consumer Feedback, Communications, & Governance. This role offers the ability to collaborate with Complaints Management Program & Oversight Program leads to carry out tasks and strategic goals.

As a Business Analysis Associate I in Complaints Program - Consumer Feedback, Communications, & Governance, you will play a key role in supporting leads across our Supplier Complaints and Voice Text & Analytics Complaints Oversight programs on multiple tasks, themes and trends, and process improvement opportunities. As an integral part of the Complaints Program & Oversight team, you will have the opportunity to also partner with multiple business leads on relevant process documentation, change management protocol, procedures, system enhancement deliverables, and drive the success of multiple projects and contribute to the overall efficiency and growth of our organization.

Job Responsibilities: 

• Support Complaints Management Program meetings, identify and shape solutions to business inquiries and requests
• Design and prepare business requirements; participate on change management and strategy meetings; update system of records as needed with adherence to department and firm wide Risk and Controls standards 
• Assess program score card results, explore data trends, support socializing of themes and opportunities for improvement
• Conduct reviews of data entry and performance across variety of sources; Monitor, track and communicate issues for resolution
• Serve as team liaison with Horizontal Support and Business Solution teams on Controls, User Tools, recertification, and system access deliverables
• Work with a diverse group of stakeholders and business groups, manage processes and timelines
• Communicate and present to executive leadership

Required Qualifications, Capabilities, and Skills:

• 3 years of experience in a business or program support role
• Able to manage diverse initiatives and projects of varying lengths and scope
• Excellent organizational and relationship skills; demonstrated ability to work effectively across departments and functional areas
• Strong attention to detail and time management
• Exemplary critical thinking and problem-solving skills
• Excellent presentation, communication and delivery skills, expert Microsoft PowerPoint, proficient with Excel, MS Word, SharePoint and Visio

Preferred Qualifications, Capabilities and skills: 

• Bachelors degree 
• Comprehensive knowledge of change management protocol
• Process improvement and controls focused
• Prior business requirements, procedures and documentation experience
• Demonstrated experience monitoring, tracking and reviewing data, presenting actionable insights and recommendations