Business Analyst- Operations

Location: New York City (Hybrid). You’ll be based in the NYC office for a minimum of three days a week, with the flexibility to work from home for some of your working week.

About the role

Computershare is embarking on an exciting multi-year transformation program to deliver industry-leading digital platforms and products through our Voyager Program. Our core objective is to deliver a market-leading digital experience for our customers and shareholders for Issuer Services, which will provide a competitive edge in the market, increased value to our clients, and opportunity for our employees.

We are seeking a highly analytical and detail-oriented Business Analyst to join our dynamic team focusing on digital operations within our customer service operations and call centre environment. As a Business Analyst, you will play a crucial role in optimizing operational efficiency, enhancing the customer experience, and driving strategic initiatives through data-driven insights and analysis. This role requires a blend of business analysis and management consulting skills to deliver impactful solutions and strategic recommendations.

As a Voyager Business Analyst supporting the Customer Service Value Stream, your primary purpose is to drive the successful implementation of innovative digital solutions that enhance operational efficiency, improve customer experience, and streamline processes. You will collaborate with cross-functional teams to analyse current workflows, identify areas for improvement, and develop strategic plans and detailed requirements to integrate advanced technologies. Your role is pivotal in ensuring that the transformation aligns with business objectives, meets stakeholder expectations, and delivers measurable benefits.

Responsibilities

• Collaborate with cross-functional teams to gather and analyse data from various digital platforms and operational systems.
• Conduct a thorough analysis of key performance indicators (KPIs), customer service metrics, and operational data to identify trends, patterns, and opportunities for improvement.
• Develop and maintain dashboards, reports, and presentations that provide actionable insights and recommendations to stakeholders and senior management.
• Work closely with IT teams to define data requirements, conduct data validation, and ensure data integrity across systems.
• Monitor and evaluate the effectiveness of digital tools and technologies used in customer service or call centre operations.
• Identify areas for process optimization, automation, and efficiency gains to streamline operations and enhance service delivery.
• Lead and support the implementation of new digital initiatives, systems, and processes by providing analytical expertise, requirements analysis, functional/UAT testing, and project support.
• Conduct market research and benchmarking to identify industry best practices and emerging trends in digital operations and customer service.
• Assist in the development of business cases for strategic initiatives, including cost-benefit analysis, risk assessment, and ROI projections.

Requirements

• Bachelor’s degree in Business Administration, Information Systems, Analytics, Data Science, or related field.
• Proven experience as a Business Analyst or Management Consultant within a customer service or call centre environment.
• Proficiency in MS Office (Excel, Word, PPT) and PowerBI or Tableau.
• Experience in managing limited resources and conflicting deadlines.

Preferred Qualifications

• Experience in project management (continuous improvement initiatives).
• Experience in relation to the share registry and financial services industry.
• Knowledge of the Computershare business and the related stakeholders.
• Certification in Business Analysis (e.g., CBAP), Project Management (e.g., PMP), or Management Consulting (e.g., CMC).

Benefits

• Parental Leave: Paid parental leave, flexible working, and a caring and inclusive culture.
• Health and Wellbeing: Medical, dental, vision, and a wellness reimbursement that can be tailored to support you, your family, and even your pets.
• Paid Time Off: Competitive paid time off package, including a day each year to volunteer for a cause important to you.
• Retirement Savings: 401k matching and tax-advantaged flexible spending plans for healthcare, dependent care, and commuter benefits.
• Income Protection: Short and long-term disability benefits, life insurance, supplemental life insurance (single/spouse/family), and more.
• Employee Share Plan: Set aside salary to purchase shares in the company with a generous company contribution towards additional shares.
• Extra Rewards: Tuition reimbursement, cash bonus recruitment referral programs, and other comprehensive benefits.

Pay

The typical base pay range for this role is $80K - $100K USD. This range is specific to the NYC location and may not be applicable to other locations.

About Us

Computershare is a global leader in financial administration with over 11,000 employees across more than 22 countries. Our open and inclusive culture means we help you grow, move forward, and make the most of our world of opportunities.

Since 1978, we’ve been trusted by companies around the globe to manage their shareholder registry, corporate actions, and shareholder meetings. We are now the number one transfer agency in the world. As client needs have evolved, so has our portfolio of services, extending our Issuer Services into equity and entity governance services for both public and private companies worldwide.

Careers in Issuer Services could involve assisting shareholders with their portfolios, enabling access to global markets, or helping clients deliver on their equity and entity compliance requirements everywhere they operate.