Job Duties: Vice President, Analytics & Reporting with Goldman Sachs Bank USA in Richardson, Texas. Participate in the complaints feedback loop process by sharing/collecting insights across stakeholders from product, advocacy and second line. Lead development of critical data infrastructure to support complaints reporting and analytics, by collaborating with product, operations and data engineering teams. Lead design, development and publishing of reporting dashboards (with drilldown) to support complaints workstream. Independently lead forums on complaints insights (such as marketing complaints forum), by working with stakeholders and creating presentation materials. Present the findings to senior leadership. Conduct deep dive analysis on complaints trends, insights and root causes by collating complaints data with customer profile data and product behavior data. Present insights and recommendations to senior leadership. Utilize advanced analytical techniques such as Text based analysis (Natural Language Processing) to analyze customer complaint narratives and generate critical insights. Provide ongoing support to build and monitor controls ecosystem for complaints. Generate executive level complaints reporting on a regular basis. Support governance and audit responses around complaints management.
Job Requirements: Bachelor’s degree (U.S. or foreign equivalent) in Business Analytics, Business Administration, Management Information Systems, or a related field and five (5) year of experience in the job offered or in a related role. Prior experience must include four (4) years with each of the following: experience in consumer finance products; utilizing SQL to perform data extract and data manipulation operations; using Tableau, Business Objects or other equivalent Business Intelligence tools to design, develop and publish reporting dashboards by collating data from multiple data sources; creating and publishing executive presentations; building hypothesis, utilizing business judgement, conducting root cause analysis and generating insights by analyzing data using SQL and MS-EXCEL; utilizing data merging, data summary techniques including lookups and pivots in MS-EXCEL. Building charts and graphs from data; utilizing advanced statistical packages in R, Python, SAS or other equivalent tools to create analytical and statistical insights; and managing projects across different stakeholders and utilizing project management tools such as JIRA or MS PROJECT. Prior experience must include one (1) year with each of the following: providing support for audits and exams by preparing and presenting responses; and building and managing preventive and detective controls.
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