Business Analyst- Operations

Location: New York City, (Hybrid)    

In this position, 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. Find out more about our flexible work culture at computershare.com/flex.

We give you a world of potential

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 for CPU, 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.

A role you will love

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.

Key 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.

What will you bring to the role?   

Essential;

• 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.
• MS Office (Excel, Word, PPT) and PowerBI or Tableau,
• Experience in managing limited resources and conflicting deadlines

Preferred:

• 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) is a plus.

Rewards designed for you 

Parental Leave. We offer paid parental leave, flexible working and a