Consumer and Community (CCB) Global Finance & Business Management Office:
The Business Planning and Analysis (BP&A) team is a part of Consumer and Community Banking Operations and is responsible for developing and managing staffing plans to ensure the successful execution of CCB Operations business objectives. The primary responsibilities of BP&A team include volume / demand forecasting, capacity planning, resource scheduling and business analysis/support.
General Requirements for role:
The Data Science Manager in BP&A team will be working on various CCB Operations Workforce Optimization projects, focusing on enhancing existing call volume forecasting, capacity planning and scheduling optimization models & techniques. The incumbent will lead the development of analytical tools to provide business insights needed in ensuring that our contact center network is optimally staffed and our customer service goals are being met. We need someone who is extremely intellectually curious and has a proven ability to manage large data sets and build advanced analytical solutions in an operations environment.
The ideal candidate will be an innovative thought leader with the technical ability to drive process improvement across systems and platforms. This position requires working collaboratively amongst other talented team members and across the broader organization. A big part of the role is to be able to ask open-ended questions, identify issues, explore new ideas, and choose appropriate techniques for solving a given problem.
More specific responsibilities:
Enhance existing models using advanced data science tools and techniques; specifically for Volume Forecasting, Service Level Modeling, Capacity Planning and Scheduling Optimization
Provide analytical leadership to a cross-functional BP&A team structure that prepare detailed integrated forecasts across multiple operations segments, lines of business and geographic locations
Leverage experience in machine learning, statistics, modeling, segmentation, optimization, forecasting and demand mitigation to improve operational efficiency of CCB Operations Network
Designing data driven tools and models to bring logic and structure to sometimes loosely defined, unstructured problems and ideas
Analyze, interpret and translate metric performance across functions and across different lines of business products
Possess strong interpersonal skills for partnering with various levels of the organization and influencing results
Taking complex results and communicating them in an easily understood way, focusing on how specific results into the bigger picture
Persuading, informing, and influencing others based on findings through both verbal and written communication
Applied Knowledge: 5+ years of experience in applying Statistical and Machine Learning techniques to solving business problems in an operations environment
Educational Background: Advanced degree in quantitative discipline such as Statistics, Economics, Applied Math, Computer Science, or Operations Research
Advanced Mathematical Abilities: Proven ability to apply advanced mathematical concepts and develop simulation models to provide improved analytical insights to service based operations
Data Collection & Manipulation: Experience leveraging Teradata, SQL Server, or comparable database systems to perform data analysis and manipulation on large datasets.
Data Analytics: Extensive experience leveraging analytical & statistical tools such as machine learning, time series forecasting, segmentation, optimization and discrete event simulation for improving operational efficiency
Analytical Software: Experience designing solutions with analytical tools: SQL, SAS, R, Excel, etc.
Operational Acumen: Past experience (educational or professional) in operations research a plus
Analytical Rigor: Ideal candidate would be an analytical thinker with superior data analysis skills; synthesizing information across multiple platforms, systems, and organizations.
Communication: Ideal candidate would be able to develop and deliver concise presentations that clearly articulate challenges, actions and results for complex matters - creating clarity and a bias for action with key stakeholders
Intellectually Curious Self Starter: Must be able to operate in a self directed manner with little direction; must have a strong desire to take the initiative to deliver superior results