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Data Analytics & Reporting Manager (Merchant Services)

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Job Details
Job Order Number
Company Name
Bank of America
Physical Address

Newark, DE 19713
Job Description

Data Analytics & Reporting Manager (Merchant Services)

Charlotte, North Carolina;Phoenix, Arizona; Dallas, Texas; Newark, Delaware

Job Description:

Line of Business Role Description

The Reporting and Analytics Manager is responsible for managing a team that provides complex data, reporting and analytics to better assist management in understanding operational business performance. Responsible for developing overall data reporting and analytics strategies for data forecasts, reports, ad hoc requests, dashboards, etc. This role requires thorough understanding of data analysis and methodology.

+ Apply mathematical and statistical concepts to measure, analyze and improve Call Center Performance.

+ Collect, aggregate, organize, analyze and report on data from disparate sources.

+ Drive performance improvement and organizational change.

+ Translate business needs and design business requirements for Performance Management and reporting of Key Performance Metrics.

+ Leverage analytic and data visualization tools to present data to key stakeholders to drive performance improvement.

+ Develop procedures and processes for data governance, management, analysis, testing, validation and usage.

+ Present reports, analysis and findings to key stakeholders and call center management.

+ Manage a team responsible for reporting and analysis of data

+ Conduct complex data analysis in support of a variety of analytic solutions

+ Capture, develop, and document data definitions, business rules, and data quality requirements

+ Integrate data from multiple sources to produce requested or required data elements

+ Create and produce forecasts, reports, ad hoc requests, dashboards, etc.

+ Interpret data, analyze results, and provide insights to determine operational impact, trends, and opportunities

+ Develop reports and deliverables for upper management and communicate with all levels of stakeholders

+ Create and maintain report forms and formats, information dashboards, data generators, canned reports and other end-user information portals or resources

+ Ensure compliance with deliverable reporting requirements by performing quality data audits and analysis

+ Identify opportunities to use data to develop new strategies and improve business performance and utilize knowledge of mathematical modeling and other optimization methods to perform quantitative and qualitative data analysis

+ Proactively identify areas of opportunity and/or improvement based on trends in the data, and use these insights to inform new products and/or operational improvements\

+ Review accuracy of all data, results, and conclusions of the team, coaching team members to reach a high data standards

Required Skills

+ 7+ years of data analysis and reporting or related experience

+ 5+ years experience in call center or production environments

+ 3+ years of management experience

+ Experience in process improvement methodology including Six Sigma, PMP and or Agile certification.

+ Previous leadership experience in a complex, multi-site, multi-channel contact center and the ability to lead and coordinate cross-functional teams

+ Strong executive presence and communication (written and verbal) skills, with ability to engage and influence senior executives

+ Experience building dashboards with SQL and enterprise software applications such as SFDC, SAP, Power BI, and/or Tableau

+ Demonstrated creative thinking and problem-solving ability – balancing flexibility and innovation with proven approaches

+ Outstanding problem solving and analytical skills including talent for conducting research, analyzing data, developing hypotheses, and synthesizing recommendations

+ Ability to solve complex problems through root cause analysis, management by fact and collaboration across a wide population.

+ Ability to make swift and sound decisions that demonstrate both strategic and tactical analytical and leadership skills.

+ Ability to as act as a trusted advisor at all organizational levels, including ability to develop and deliver substantive presentations to executive leadership.

+ Analytical skills, understanding of basic statistics and continuous improvement methodologies.

+ Understands and executes balance between growth, risk and profitability

+ Ability to express ideas in a clear and concise manner

+ Strong consensus building ability with effective conflict resolution and negotiation skills

+ Ability to take initiative and effect change

+ Ability to document, prepare and present data-driven presentations

+ Ability to handle multiple projects and tasks and meet deadlines

+ Ability to make decisions and work collaboratively with others to solve problems

+ Ability to make decisions and solve problems while working under pressure

+ Ability to think strategically and anticipate future trends, needs

+ Microsoft Office Suite products, including but not limited to Visio, Excel, SharePoint and Project

+ Familiarity with relevant call center technology and applications, including but not limited to including Nice, IEX, Aspect, etc


1st shift (United States of America)

Hours Per Week:


Full time


Manages People: No

Travel: Yes, 10% of the time

Talent Acquisition Contact:

Referral Bonus:

Bank of America and its affiliates consider for employment and hire qualified candidates without regard to race, religious creed, religion, color, sex, sexual orientation, genetic information, gender, gender identity, gender expression, age, national origin, ancestry, citizenship, protected veteran or disability status or any factor prohibited by law, and as such affirms in policy and practice to support and promote the concept of equal employment opportunity and affirmative action, in accordance with all applicable federal, state, provincial and municipal laws. The company also prohibits discrimination on other bases such as medical condition, marital status or any other factor that is irrelevant to the performance of our teammates.

To view the “EEO is the Law” poster, CLICK HERE at .

To view the “EEO is the Law” Supplement, CLICK HERE at .

Bank of America aims to create a workplace free from the dangers and resulting consequences of illegal and illicit drug use and alcohol abuse. Our Drug-Free Workplace and Alcohol Policy (“Policy”) establishes requirements to prevent the presence or use of illegal or illicit drugs or unauthorized alcohol on Bank of America premises and to provide a safe work environment.

To view Bank of America’s Drug-free workplace and alcohol policy, CLICK HERE .

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