Manager, WI Quality Management Data Analytics

Job Description:

Position Description

The WI Strategic Design and Analytics Manager supports the Workplace CAPS organization, and specifically the Quality Management function, in proactive identification of significant risk and implementation or enhancement of mitigating controls, operational improvements, and automation. This position requires an organized, creative, and collaborative associate with deep risk, control, and process knowledge. Responsible for the development of automated workflows, dashboards, and data queries that support establishment of systemic controls to mitigate gaps in the control environment. This includes data-driven proactive risk identification, automation of manual processes, and providing high-quality data analysis where system reporting is not available or insufficient. The focus of this work spans all WI operational areas, requiring collaboration with management across Quality, Operations, Systems/Technology, Product, Relationship Management, Risk, Audit, Compliance, Internal Investigations, and Corporate Security to evaluate control environments. Through this collaboration, the goals are to gain an in-depth understanding of a business process, gather requirements for new or enhanced automated controls, make strategic recommendations for improving processes, and ensure appropriate validations of newly developed business analytics tools/queries.

• Develop and code dashboards, automated workflows, or queries in a variety of ETL data tools to support strategic business data needs for the purposes of increasing efficiency and/or decreasing risk. Actively perform dedicated and targeted data analysis to identify risks for management.
• Support projects that address complex business problems involving multiple stakeholders, teams, and systems. Familiarity with mapping processes, identifying risk areas based on industry research and experience, and communicating results in a consumable format. Understanding of data analysis and proven testing techniques is necessary to pinpoint issue root cause and deploy commensurate controls and improvements.
• Quickly grasp sophisticated processes, collaborating with process owners to develop analytic and automation requirements, and assess gaps for potential enhancements.
• Provide analytics and automation support to the Quality Management Fraud Anomaly Prevention and Detection team; this includes ongoing monitoring reporting, ad hoc data requests to support participant and client level escalation research, and dashboard summaries of KPI's and metrics.
• Identify appropriate and reliable data sources in back-end system databases that align with business requirements referencing front-end system UI's. Challenge existing data architecture and source data when discrepancies, timing issues, or incompleteness is found; coordinate with database support teams to address these issues.
• Support existing suite of dashboards and workflow processes by providing on-going maintenance accounting for bugs/system outages, changes/updates to data sources, and enhancement requests.
• Analyze loss and incident data to identify themes and prioritize improvement opportunities.
• Assist in preparation and delivery of project-level presentations.
• Influence the organization in making process, quality, and control improvements.
• Partner with Quality Management and Operations to ensure opportunities are prioritized/implemented.
• Drive improvements and risk reduction efforts. Use conceptual and creative thinking; interpersonal understanding; analytical skills.
• Ability to work in a fast-paced environment with frequent pivots to daily priorities because of high-priority ad-hoc requests.
• Thoroughly investigates processes through detailed observations, interviews, document inspection, and operational review.

• Bachelor's degree required.
• 5+ years' of financial services industry experience.
• 7 years proven track record of evaluating, designing, and improving controls (i.e., audit, risk, compliance, or operations/quality management with a solid understanding of internal controls) and/or experience developing analytic/automation tools.
• Skilled at using data and insights, using facts to lead the way in developing effective strategic roadmaps.
• Proficient in SQL and Excel data analysis; Experience with Alteryx, PowerBI, and Snowflake; Python is helpful but not required.
• Professional quality/risk/audit/compliance/technology-related certifications are a benefit (e.g. Six Sigma, CPA, CIA, CISA).

• Ability to actively perform dedicated and targeted data analysis to identify risks for management. Strong coordination with key business partners will be required to obtain data sets and confirm results of the analysis.
• Employ current and emerging data analysis tools and techniques. Ability to identify and pivot to new tools/opportunities such as Python scripts, AI large language modeling or content generation.
• Strong understanding of SQL basics and the use of common database querying tools. Power BI / Tableau / Alteryx skills are preferable.
• Ability to balance multiple projects/tasks within a tight timeframe.
• Knowledge of WI processes, controls, and associated risks is strongly preferred.
• Strong presentation, written and interpersonal communication skills.
• Critical thinking and problem-solving skills.