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Job Summary:
The Performance Management Analyst will be responsible for evaluation, leading and executing performance analysis within credit operations. The Analyst will work with the Manager of Credit Operations to develop dashboards, and best-in-class metrics to support performance across both internal and external resources within the team. In addition, the analyst will support the WSCO platform to improve reporting and updates to support the business. The analyst will be expected to work with both internal and external stakeholders to improve performance and streamline processes. This role will also be expected to identify cost efficiencies, process improvements and changes to promote outstanding customer experience.
Essential Duties/Responsibilities:
- Develop dashboard reporting to support overall team performance. Identify areas of concern and work with supervisors and agents to improve performance.
- Meticulously review the information gathered across multiple platforms, flagging areas of non-compliance against the rules and regulations of the organization.
- Identify weaknesses and opportunities in the current environment, providing recommendations for corrective action
- Work with agents, other analysts and managers to capture and create process documentation, creating standardized templates for the team to work with.
- Leverage Lean and Six Sigma principles to identify ways to eliminate waste and optimize processes
- Identify continuous improvement opportunities throughout processes
- Maintain metrics, communicating and tracking the progress of audits and audit results
- Provide status updates on individual deliverables and KPI targets on a weekly and monthly basis
- Support tracking progress on aged gaps and coordinate with process owners to organize conversations, follow up on outstanding tasks, gather resolution details and QA evidence
Working Conditions:
- Normal office environment.
- Office Hours: 8:00 AM - 5:00 PM CST Monday-Friday.
- Work may involve dealing with people in an unpleasant or strained situation.Overtime required as dictated by team workload including special projects
- Occasional Travel
- Degree Required
- 3+ years of retail energy experience
- 2+ years of project management or business analyst experience or
- 3+ years of leveraging Microsoft tools such as Excel, Macro's, PowerPoint, Teams, and Visio
- 2+ years using Microsoft SQL Server or Power BI, with the ability to read/write script or build visuals
Additional Knowledge, Skills, and Abilities:
- Task and deadline driven, managing to deliverables
- Confident in presenting and speaking to leadership and with a cross-functional audience
- Excels in autonomous work, seeking out answers and solutions independently
- Manages multiple deliverables in a fast and ever-changing environment
- Embraces change, adapting quickly, with a desire for continuous improvement and growth
- Rapidly assimilate to numerous systems and applications
- Ability to consistently use initiative and good judgment to complete assigned tasks
- Attention to detail and accuracy are mandatory
- Knowledge of Power BI, preferred
- Able to organize, prepare and conduct technical presentations and workshops.
- Able to complete projects independently with minimal supervision
- Knowledge of SAP is preferred.
- Excellent organizational skills with the ability to balance multiple demands and thrive in a collaborative environment.
- Ability to meet deadlines
Physical Requirements:
- Occasionally requires lifting as appropriate to perform duties and responsibilities
- Must be able to sit for extended periods of time and view computer terminal(s)
NRG Energy is committed to a drug and alcohol-free workplace. To the extent permitted by law and any applicable collective bargaining agreement, employees are subject to periodic random drug testing, and post-accident and reasonable suspicion drug and alcohol testing. EOE AA M/F/Vet/Disability. Level, Title and/or Salary may be adjusted based on the applicant's experience or skills.
Official description on file with Talent.