Lead Operations Support Analyst

Credit One Bank; Las Vegas (NV); On-site; USD 85,000 - 120,000; Full time

Job summary

Credit One Bank is seeking a Lead Operations Support Analyst to drive project management across customer support lines of business in Las Vegas. You will capture user stories, maintain the backlog, develop project and control plans, and coordinate team efforts to deliver scalable processes.

You will partner with stakeholders to prioritize roadmaps, translate features into requirements, and communicate risks and milestones while leading cross-functional teams in an Agile environment.

Qualifications

• 5+ years of combined experience in Operations, Customer Service, and/or Collections with a minimum of 5 years project management/PO experience.
• Bachelor’s degree or Professional SCRUM/Agile Product Owner certification
• Experience using JIRA software to manage initiatives
• Experience in financial services industry strongly preferred

Responsibilities

• Own the Operation’s project Charter process and effectively communicate with leadership and senior management
• Lead operational project teams to deliver on objectives within schedule, scope, and budget; communicate project objectives
• Collaborate with business stakeholders and Project/Product Owners across the organization to understand needs, prioritize efforts on the roadmap, define features and scope, and report out on progress
• Work with technical leads to manage tradeoffs and organize into sprints
• Partner with stakeholders across the organization to inform the product vision, strategy, features, and prioritization
• Consolidate and communicate all reported risks, issues, and functionality gaps and facilitate resolution and mitigation strategies
• Work in Agile environment and continuously review the business needs, refines priorities/backlog, outlines milestones and deliverables, and identifies opportunities and risks
• Translate product roadmap features into well-defined product requirements including features, user stories, and acceptance criteria
• Present findings to include recommendations for remediation to senior management
• Conduct project meetings
• Develop and execute project plans and control plans with stakeholders across the organization
• Complete business process mappings in an effort to identify areas of improvement
• Evaluate and ensure user readiness
• Ensure project success criteria has been met upon project delivery
• Perform other duties as assigned

Skills

Agile methodologies

Project management

Stakeholder management

Backlog management

Education

Bachelor’s degree

SCRUM/Agile PO certification

Tools

JIRA

Job description

Description

Position Summary

Credit One Bank is looking for a Lead Operations Support Analyst to support the overall growth of the organization. The individual in this position will primarily be responsible for business project management and act as a subject matter expert, representing the needs of all customer support lines of business to the various project management groups at Credit One Bank. The ideal candidate will lead efforts to identify and implement best practices, improve process changes and operational project execution, and deliver sustainable and scalable processes.

This Operations Analyst will work with key stakeholders to identify and implement projects, initiatives, process changes, programs and plans that support achievement of business strategy from an Operations perspective. This includes managing change by ensuring operational activities align with enterprise goals and corporate strategy. The Operations Analyst is responsible for a range of project activities required to successfully deliver the projects/initiatives from concept to post implementation – capturing user stories, managing backlog, developing project plans, and coordinating the effort of team members.

Summary of Essential Job Functions

• Own the Operation’s project Charter process and effectively communicate with leadership and senior management
• Lead operational project teams to deliver on objectives within schedule, scope, and budget; communicate project objectives
• Collaborate with business stakeholders and Project/Product Owners across the organization to understand needs, prioritize efforts on the roadmap, define features and scope, and report out on progress
• Work with technical leads to manage tradeoffs and organize into sprints
• Partner with stakeholders across the organization to inform the product vision, strategy, features, and prioritization
• Consolidate and communicate all reported risks, issues, and functionality gaps and facilitate resolution and mitigation strategies
• Work in Agile environment and continuously review the business needs, refines priorities/backlog, outlines milestones and deliverables, and identifies opportunities and risks
• Translate product roadmap features into well-defined product requirements including features, user stories, and acceptance criteria
• Present findings to include recommendations for remediation to senior management
• Conduct project meetings
• Develop and execute project plans and control plans with stakeholders across the organization
• Complete business process mappings in an effort to identify areas of improvement
• Evaluate and ensure user readiness
• Ensure project success criteria has been met upon project delivery
• Perform other duties as assigned

Position Requirements

• 5+ years of relevant combined experience in Operations, Customer Service, and/or Collections with a minimum of 5 years project management/Product Owner experience
• Bachelor’s degree or Professional SCRUM/Agile Product Owner certification
• Experience using JIRA software to manage initiatives
• Experience in financial services industry strongly preferred

Credit One Bank, N.A. is a data-driven financial services company based in Las Vegas. Founded in 1984, Credit One Bank offers a spectrum of credit card products for people in all stages of financial life. Credit One Bank is an equal opportunity employer committed to diversity and inclusion and does not discriminate against any employee or applicant for employment because of age, race, religion, color, disability, sex, sexual orientation, or national origin. Reasonable accommodations can be made for those who require them, including access to job applications and workplace accommodations. Employment at Credit One Bank is based on mutual consent (also known as at-will). This means that employees and the Bank may terminate the employment relationship at any time, with or without cause and with or without notice. Credit One Bank does not accept unsolicited resumes from agencies and is not responsible for related fees.