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SENIOR BUSINESS ANALYST

OPERATIONS CENTER OF EXCELLENCE (OCE)

FIRSTBANK PR

Our Company

At FirstBank PR, we strive to be trusted advisors to our clients and our employees are the ones that ensure we deliver on our promise of excellence in personalized customer service. Our more than 3,100 employees in Puerto Rico, the Virgin Islands and Florida share a passion for excellent customer service. We are proud of our team because they are continuously surpassing our client’s expectations.

Do you have a passion for helping customers, building relationships, and delivering extraordinary, personalized customer service? If your answer is yes, FirstBank is the number one place for you.

A Brief Overview

The Senior Business Analyst of the Operations Center of Excellence performs a variety of high-level tasks primarily focused on the analysis of processes, responsible for gathering and analyzing data, conceptualizing and defining problems, executing and tracking the results and providing suitable recommendations. the development of reports, metrics and dashboards as well as the review and identification of business requirements for the implementation or update of platforms to assist business units in achieving corporate goals and measuring Division’s performance.

The Senior Business Analyst will work with the following critical activities:

1) Assist in the implementation of strategic projects of the Bank with focus on Banking Operations and perform the following main activities:

• Analysis of processes to help translate requests into business requirements.

• Testing of functionalities pre and post development.

2) Continued analysis of Banking Operations processes, pipelines, and reports (i.e., average time to close, compliance with internal and external SLA’s, exception reporting).

3) Design and execution of monitoring reports as well as On-Going Communications (i.e., performance reporting, business reviews, scorecards, dashboards, ad-hoc analysis).

4) Evaluation of processes and reports to recommend process improvements and metrics. Develop tools to measure metrics developed.

The Operations Center of Excellence works in a fast-paced environment, with various strategic projects, Business Units and Executives. Important qualities for the role are organizational skills, quick learners, attention to detail, analytical thinking, teamwork, word, excel and power point proficiency, and English proficiency. Familiarity in the use of banking platforms, dashboard/reporting tools, and data visualization technologies such as CoPilot and PowerBi is preferred. Specialized knowledge in Banking operations, including Branch and Back Office areas and processes is preferred.

What You’ll Need to Succeed

• Assist in the implementation of strategic projects of the Bank, ensuring stakeholder engagement, facilitating meetings, eliciting requirements, and ensuring alignment between business units.

• Take accountability and ownership of end-to-end data and analysis projects, producing results and presenting to different audiences.

• Ability to learn data management systems and businesses fundamentals.

• Complete periodic reporting and data maintenance required from this role as needed.

• Continued analysis of Banking Operations processes, pipelines, and reports to optimize the results of the different areas (i.e., average time to close, compliance with internal and external SLA’s, exception reporting).

• Provides Support in the Development and Timely Submission of Performance Monitoring Reports, Dashboards, and Presentations.

• Develop reports accurately and within the required time line to support management decision making process in order to achieve business goals.

• Collaborate with internal and external stakeholders to deliver on business objectives.

• Provide support to other business components in the organization to understand how customer experience can be maximized, identifying opportunities for operational efficiency and recommending process enhancements using industry best practices.

• Keep current with established processes, policies, and regulations, and knowledge of products, services, and relevant legal, regulatory, and technology requirements

• Act as Incident Response coordinator for all OCE units with focus on the timely solution of incidents that impact external and internal clients.

• Assist in Technology Enhancements related to Operations Center of Excellence, training users and developing documentation for new or updated processes.

• Support in the Development of New Scorecards and Dashboards.

• Support the successful implementation of new strategies, define, monitor, and report on key performance indicators (KPIs) to measure the success of implemented solutions.

• Execute special tasks assigned by supervisor.

• Assists with presentations to Senior Management, Board of Directors, and other special projects.

• Continued learning, certification, or participation in industry forums to stay current on best practices.

Competencies

• In-depth knowledge of operational processes and supporting applications and policies

• Highly analytical and effective problem-solving skills

• Anticipates and provides excellent service to both internal and external customers.

• Adaptability to respond quickly to a shifting reality, flexibility to jump from priority to priority and adjust initiatives and priorities accordingly

• Knowledge of new IT technologies and applications

• Fluency in English and Spanish, both verbal & written communication

• Ability to manage multiple projects and priorities

• Establishes, sustains, and fosters both internal and professional contacts to build, enhance, and connect to FirstBank services.

• Delivers clear, effective communication and takes responsibility for understanding others.

• Understands how the organization works, including current and future policies, practices, and trends.

• Identifies problems and conducts appropriate analyses involving others to search for best solutions.

• Takes initiative and assumes personal accountability for goals, outcomes, and deadlines.

• Understands organization’s vision and upholds the organization’s values in everyday words and actions.

• At higher levels, takes a long-term view and shares with others the vision and the organizational path ahead.

• Provides direction and leadership to help teams achieve goals and operate cooperatively and cohesively.

• Demonstrate curiosity for learning and perform activities to make the most of their skills and boost potential in self and others.

• Creates a view of change as an opportunity and inspires others.

• Looks for new ways to experiment with new ideas and approaches.

What You’ll Need

A bachelor’s degree in business administration, finance, or related field, experience in banking operations, proficiency with data analysis tools, and strong communication skills are required for this position. The incumbent must have 3-5 years of a similar experience in the banking industry. Also, we may evaluate the equivalent combination of education and experience needed to be able to perform the functions of this job.

Must also have:

• Proven experience utilizing PC, Windows Operating Systems

• Superior command of English and Spanish (both verbal / written)

• Previous experience with applicable regulations/regulators such as the FDIC, OCIF, SEC, BSA, GLBA, SOX, etc.

• Must be able to provide out of the box thinking solutions to highly complex issues.

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