Oportun is hiring a
Sr. Manager, Collection Analytics, Remote - India

Summary

The Sr. Manager of Collections Analytics role at Oportun involves developing analytics strategies, optimizing contact center goals, and improving customer engagement for a digital banking platform. This is a leadership position that requires managing a team of analysts and collaborating with cross-functional teams to transform customer engagement capabilities.

Requirements

• Bachelor’s Degree in Engineering, Mathematics, Statistics, Economics, Finance, or other analytical discipline. Master’s degree preferred
• 6+ years of experience in an analytical role in operations and contact centers (financial services preferred); 2+ years of experience managing a team of analysts
• Advanced SQL skills, experienced with reporting automation tools, and familiar with Python, R, C++, or other tools to analyze large datasets
• Advanced Microsoft Excel and PowerPoint skills
• Exceptional problem solving and analytical skills with the ability to maintain the highest standard of integrity, accuracy, and precision
• Excellent written and oral communication skills (English and Spanish)
• Experience managing projects across multiple departments, including the ability to plan, organize and execute the operational aspects of a strategy change
• Strong interpersonal and relationship building skills needed to manage partnerships with internal teams and external vendors

Responsibilities

• Develop automated reporting for Collections & Customer operations
• Set up new controls and help to automate existing control processes
• Support with database and new infrastructure and platform migration for the team
• Optimize contact center goals, incentives, and processes in order to increase customer engagement and operational efficiency, while mitigating credit losses
• Work with business partners to design and analyze champion/challenger tests
• Develop a root-cause analysis framework to identify & address reasons for customer calls, driving reduced call center volumes
• Support capacity planning and staffing forecasts for a rapidly growing Collections and Customer team spread across multiple contact centers
• Cultivate relationships with Business Leaders across the organization (Inhouse & Outsourced) to gain a broad understanding of data needs – and advise, influence, and win support for strategic data initiatives
• Gain deep understanding of the collections portfolio and conduct insights driven analytics to identify areas of improvement
• Partner with Operations team to proactively solve problems
• Partner with engineering team to build new system enhancements
• Mentor, lead, motivate and care for members of your analytics team

Preferred Qualifications

Master’s Degree in Engineering, Mathematics, Statistics, Economics, Finance, or other analytical discipline