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Finance Analyst Expert - Contact Center (Virtual Opportunity)

204393 Requisition #
A new Finance role has been created in our contact center, located near Dallas Texas. The MCE (My Customer Experience) is a fast-paced high transaction environment, servicing the needs of millions of Americans. Each year we speak to over 4.5 million people on the phone, we process over 3.5 million items of mail, and we manage over 1 million requests on behalf of our branded partners. With a diverse portfolio of touch points, there is opportunity in every corner of our business. We need great Finance people to help balance the delivery of excellent service provision, with the correct level of cost.

In this new position, you will be designing and embedding new ways of working with the business where none have existed before. This role will give you the opportunity to partner closely with Leadership and Management in the MCE, CIS and ECS. 

The MCE has ~1,100 internal staff members based in our five locations of Allen Texas, Austin Texas, Van Buren Arkansas, Costa Rica and Chile. We also have ~85 FTE in the Philippines supplied by our outsourced vendor.

Year over year cost reduction has successfully been achieved through productivity initiatives and labor arbitrage. Our FY20 cost base is tasked to deliver within $84.4m through enhanced productivity initiatives, financial control of managements actions, and a number of sizeable investment projects. This role reports to the Finance Director MCE.

Technical Skills

  • Strong Finance background – CPA with a minimum of 2-3 years post qualification
  • Knowledge of NPV, ROI and IRR modelling calculations, build and maintain
  • A thorough knowledge of balance sheet reconciliation and capitalization policy
  • Creation and analysis of financial project status reporting
  • Experience of post implementation review
  • Previous experience in development of Business Cases and supporting documentation for the Strategic Projects Committee, or equivalent.

Soft Skills

  • Gravitas and credibility with a broad range of stakeholders
  • A commercially astute mind
  • Ability to thrive in a fast paced, dynamic environment with shifting priorities. Capable of dealing with ambiguity, able to self-motivate, and to be tenacious   
EOE including Disability/Veterans

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