Senior Analyst, Customer Service Operations

What Do We Expect From You

Key Responsibilities

• Independent Analytics Ownership: Lead discovery, design, and execution of analytical projects—sourcing data, crafting hypotheses, and delivering end-to-end insights that influence strategic decisions.
• Advanced Trend & Root Cause Analysis: Use SQL, advanced Excel, and BI tools to uncover deep-dive trends, anomalies, and performance drivers; build predictive models to forecast operational risks.
• Strategic Reporting & Storytelling: Develop executive-level reports and dashboards that succinctly communicate complex findings; present recommendations to senior leadership with confidence.
• Process Leadership & Improvement: Initiate and drive process optimization initiatives; partner with cross-functional teams to implement changes that reduce contact volume, improve resolution speed, and enhance CSAT.
• Mentorship & Best Practices: Coach and guide junior analysts on analytical techniques, data visualization standards, and project management; ensure adherence to data governance and quality protocols as part of day-to-day responsibilities.
• Stakeholder Engagement: Cultivate strong relationships within GBS, Payment Risk, and Customer Service leads; proactively identify opportunities to support high-impact projects and influence operational strategy.

Qualifications

• Bachelor’s degree in Business Analytics, Operations Management, Statistics, Computer Science, or related field
• 3–5 years of hands-on experience in customer service or operations analytics within GBS, shared services, fintech, or related environments
• Advanced proficiency in SQL, Excel (including macros and complex formulas), and at least one BI platform (Power BI, Tableau)
• Strong analytical and critical thinking skills, with a proven ability to drive insights independently
• Excellent communication and presentation skills, capable of engaging executive audiences
• Demonstrated leadership in cross-functional collaboration and project execution

• Experience with ticketing systems (Zendesk, ServiceNow) and CRM platforms (Salesforce)
• Background in customer service, payment risk operations, fraud detection, or compliance analytics
• Knowledge of statistical modeling, machine learning concepts, or forecasting techniques
• Certification in Lean Six Sigma or other continuous improvement methodologies
• Proficiency in Mandarin-Chinese.