Business Analytics Senior Manager (Collections Outreach Optimization)

Location :

4224 Ridge Lea Road - Amherst, New York 14226

The Default Optimization Manager is responsible for creating and implementing collections and default strategies to achieve the business objectives of Default Management.

The Default Optimization Manager leads a team of Business Analytics Associates and will also manage the Workforce Management Team that maintains agent schedules and monitors agent adherence

ESSENTIAL JOB FUNCTIONS

• Lead a team of analytics professionals in providing insights using diagnostic statistics
• Develop and implement strategies for collections and recovery, settlements, and other Default Management priorities
• Leverage existing bank technologies, e.g., Autodialer and Customer Portal, to optimize collections effectiveness across all functional areas)
• Support exercises to research and recommend analytical and technical solutions to drive continuous improvement and maintain pace with industry leaders
• Enhance digital contact strategies by leveraging internal and external data to improve client experience and increase efficiencies
• Leverage continuous improvement tools, including test-and-learn and champion-challenger, to optimize strategies with bottom-line impact
• Drive cross-functional and enterprise-wide solutions
• Provide strategic consultation to senior / executive level business partners
• Anticipate business partner needs
• Drive the output of the team ensure client ready work product in alignment with business priorities
• Able to effectively collaborate and partner at all levels of the organization; guides, advises, challenges, and influences to drive organizational impact
• Lead workforce management team that maintains agent schedules and monitors agent adherence
• Analyze trends in staffing needs and agent productivity to drive efficiency

REQUIRED QUALIFICATIONS

• Established experience leading in collections or credit analytics
• Proven ability to lead projects and initiatives to successful completion; excellent organization skills including the proven ability to plan, schedule, coordinate, and implement initiatives
• Proven ability to successfully manage multiple, complex assignments with competing deadlines; proven ability to prioritize commitments, assign tasks, and follow up on assignments
• Excellent verbal and written communication skills
• Excellent critical thinking and analytical skills
• Effective negotiation and problem-solving techniques
• Familiarity with big data and understands the need to navigate data warehouse and / or data supply chain
• Effective risk management skills including knowledge of default regulations including FDCPA, TCPA

PREFERRED QUALIFICATIONS

• Master’s degree in Business, Statistics, Management Information Systems, or equivalent work experience
• Advanced proficiency with Microsoft Excel and PowerPoint
• Advanced proficiency with query writing / coding including complex joins and data visualization
• Knowledge of Workforce Management and Dialer systems

Key has implemented a role-based Mobile by Design approach to our employee workspaces, dedicating space to those whose roles require specific workspaces, while providing flexible options for roles which are less dependent on assigned workspaces and can be performed effectively in a mobile environment.

As a result, this role may be mobile or home based, which means you may work either at a home office or in a Key facility to perform your job duties.

COMPENSATION AND BENEFITS

This position is eligible to earn a base salary in the range of $115,000.00 to $160,000.00 annually depending on location and job-related factors such as level of experience.

Compensation for this role also includes eligibility for short-term incentive compensation and deferred incentive compensation subject to individual and company performance.

Please click for a list of benefits for which this position is eligible.

Job Posting Expiration Date : 06 / 26 / 2024

KeyCorp is an Equal Opportunity and Affirmative Action Employer committed to building a diverse, equitable and inclusive culture.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status or other protected category.

Qualified individuals with disabilities or disabled veterans who are unable or limited in their ability to apply on this site may request reasonable accommodations by emailing .