Manager, Card Analytics

Job description

OneMain Financial is seeking an Analytics Manager to join our Card Analytics team in Charlotte, NC or Wilmington, DE. We are seeking a leader to help grow our credit card business by creating actionable insights around efficiency, effectiveness and customer experience. This role will span across the full delivery lifecycle of the from account originations to digital and contact center customer service, through to debt collection for the credit card business unit. In the Role A successful candidate will have a natural curiosity about how things work and how well they are working. They will be driven by identifying hidden opportunities, supported by data, for improving customer journey experiences that are driving call volume, identifying opportunities for better staff utilization, and evaluating the effectiveness of various communication channels. Responsibilities · Contact center volume forecasting and staffing requirements. You will own the forecasting and capacity plan for customer service and collections to balance delivering key results (service levels, account coverage) with staffing costs. · Run a continuous program of inquiry reduction, using data from call dispositions, Gen AI call analysis, customer behavior on the Brightway app, and other inputs to identify trends. The insights you generate will directly contribute to Product roadmap planning. · Provide analytics support, including creating reports and dashboards, that enable optimization of operational efforts and decisions. · Build exception reports to serve as the foundation of first line of defense risk and control efforts · Work with operations leaders and the broader analytics team to identify expense optimization opportunities across communication channels, customer management strategies, and supplier billing practices · Create analytical frameworks that enable use of data & testing to increase operational efficiency · Manage 2-4 contractors who will be allocated to assist with this work Key Characteristics · Demonstrates the ability to balance strategic thinking and operational delivery · Excellent communication skills and ability to influence leaders and peers across the organization · Ability to synthesize insights across different sources into a comprehensive and holistic strategy · Exhibits energy, curiosity, and ability to frame intelligent questions to uncover issues and spearhead the formulation of approach and methodology · Results oriented – geared toward problem solving and achieving measurable results · Strong organizational skills – ability to prioritize and manage multiple objectives, projects and stakeholders with little follow up. · Experience with data analytics in a credit card business or some aspect of consumer lending, or experience in contact center capacity planning is preferred. Requirements · 5+ years' experience required in analytics roles with exposure to credit cards and/or Fintech · Deep knowledge and expertise of using analytical tools and techniques to drive business outcomes · Knowledge of consumer-lending best practices, including the use of advanced statistical techniques and data sources · Innovative and capable of developing a highly analytical approach to solving problems · Knowledge of how Gen AI tools can be used to assist with analytics and report creation, and experience do so, is a plus. Who we Are OneMain Financial (NYSE: OMF) is the leader in offering nonprime customers responsible access to credit and is dedicated to improving the financial well-being of hardworking Americans. Since 1912, we’ve looked beyond credit scores to help people get the money they need today and reach their goals for tomorrow. Our growing suite of personal loans, credit cards and other products help people borrow better and work toward a brighter future. Driven collaborators and innovators, our team thrives on transformative digital thinking, customer-first energy and flexible work arrangements that grow lives, careers and our company. At every level, we’re committed to an inclusive culture, career development and impacting the communities where we live and work. Getting people to a better place has made us a better company for over a century. There’s never been a better time to shine with OneMain. Because team members at their best means OneMain at our best, we provide opportunities and benefits that make their health and careers a priority. That’s why we’ve packed our comprehensive benefits package for full- and some part-timers with: Health and wellbeing options including medical, prescription, dental, vision, hearing, accident, hospital indemnity, and life insurances Up to 4% matching 401(k) Employee Stock Purchase Plan (10% share discount) Tuition reimbursement Paid time off (15 days’ vacation per year, prorated based on start date) Paid sick leave as determined by state or local ordinance (prorated based on start date) 11 Paid holidays (4 floating holidays, prorated based on start date) Paid volunteer time (3 days per year, prorated based on start date) OneMain Holdings, Inc. is an Equal Employment Opportunity (EEO) employer. Qualified applicants will receive consideration for employment without regard to age, ancestry, citizenship status, color, creed, culture, disability, ethnicity, gender, gender identity or expression, genetic information or history, marital status, military status, national origin, nationality, pregnancy, race, religion, sex, sexual orientation, socioeconomic status, transgender or on any other basis protected by law.