Customer Care Senior Financial Analyst

This position is responsible for the oversight of all Customer Care financial activities, including the labor budget, CapEx and OpEx budgets. This individual will successfully work cross-functionally, especially with the Finance and IT department, to develop an understanding of many areas of the business, creating the tools and actionable analysis to empower the business to make customer focused, cost effective decisions. This individual will effectively exhibit JD Finish Line’s core values of Customer, People, Winning, Community, and Financial Responsibility in everything they do by performing the following main duties:  

• Partner with Customer Care Senior Leadership to develop the annual Customer Care labor budget.

• Create and present financial plans, forecasts and projections to senior management.

• Work with finance partners to validate financial reporting is accurate. Analyzes and compares internal reporting with financial tracking tools.

• Maintain the Customer Care labor budget. This includes daily, weekly, bi-weekly and monthly updates and a detailed reconciliation process.

• Calculates and tracks accruals for every Customer Care cost category.

• Creates and leads weekly budget meetings with other Customer Care senior leadership.

• Create or adjust labor budget plans multiple times a year as direction or needs change.

• Reforeforcasts Customer labor budget quarterly to align with Finance quarterly sales reforecasting. 

• Accountable for the preparation and presentation of monthly financial reporting, analysis, and projection activities, including, but not limited to internal labor, outsource labor and ownership of purchase order execution.

• Generates all weekly, monthly, quarterly and annual Customer Care financial reports.

• Responsible for updating, monitoring, and reporting on progress against the long-term financial plan.

• Review and maintain all Customer Care vendor contracts, quotes and charges to ensure accuracy.

• Manage Customer Care invoicing to ensure accuracy and proper timing. This includes direct invoicing from vendors as well as pass through charges from JD UK.

• Tracks monthly outsourcer and IVA costs. Ensures charges are accurate and payments are completed each month. 

• Partner cross-functionally to develop root cause analysis and gap closure plans when results are not meeting financial plan expectations.

• Manage ad hoc analysis projects to provide financial analysis support as needed.

• Create and manage the CapEx and OpEx Customer Care budgets.

• Responsible for the creation of all Customer Care purchase orders and invoices and the coordination of payment with Finish Line Accounts Payable

• Advise the Workforce Management team on the budget implications of the Customer Care hiring strategy. Ensure that the hiring plan is accounted for in the labor budget.

• Creates reporting and actionable analysis utilizing data visualization tools through the uploading and manipulation of data from various sources.

• Interprets data and creates recommendations as necessary. Presents findings to Customer Care Senior Leadership.

• Leads and directs Customer Care Jr Analysts / Associate Analysts.

• Takes an active role in the development of Jr Analysts / Associate Analysts.

• Supports Customer Care culture and employee engagement.

• Additional duties and projects as required.

Required Education and/or Experience:

• Bachelor’s degree (B.A.) with a preferred focus in Finance, Accounting or other business related major.

• 1-3 years of experience in financial management or data analytics, preferably for a Customer Care or Finance function.

• Equivalent combination of education and experience.

• Must have a track record of high attention to detail in accounting or financial management tasks.

• Experien