Position Details: 

Client: Banking

Job Title: Project Senior Analyst 

Location: Jacksonville, FL 32258 (Hybrid)   

Duration: 12 Months + Possible extension

Schedule: Mon-Fri: Std Business Hours 

Start Date: ASAP - Apply Now! 

Job Description: 

• The Project Senior Analyst is a seasoned professional role. Applies in-depth disciplinary knowledge, contributing to the development of new techniques and the improvement of processes and work-flow for the area or function.  

• Integrates subject matter and industry expertise within a defined area. Requires in-depth understanding of how areas collectively integrate within the sub-function as well as coordinate and contribute to the objectives of the function and overall business.  

• Evaluates moderately complex and variable issues with substantial potential impact, where development of an approach/taking of an action involves weighing various alternatives and balancing potentially conflicting situations using multiple sources of information.  

• Requires good analytical skills in order to filter, prioritize and validate potentially complex and dynamic material from multiple sources.  

• Strong communication and diplomacy skills are required. Regularly assumes informal/formal leadership role within teams.  

• Involved in coaching and training of new recruits Significant impact in terms of project size, geography, etc. by influencing decisions through advice, counsel and/or facilitating services to others in area of specialization.  

• Work and performance of all teams in the area are directly affected by the performance of the individual. 

Responsibilities: 

• Coordinates and disseminates information of process, policy and procedure changes and ensuring the successful completion of projects managed. 

• Applies in-depth disciplinary knowledge of concepts and procedures within own area to resolve issues. 

• Ensures creation of project plan and charter benefits management plan, stakeholder management plan, acceptance plan, and central project issue log. 

• Ensures resources are assigned to project & monitor commitment. 

• Ensures change control is executed throughout project. 

• Identifies, documents, and understands project dependencies. 

• Identifies key stakeholders who participate in project scope definition. 

• Tracks actual project costs, identify variances, and reforecast project costs as needed. 

• Measures project management performance against standards. 

• Ensures appropriate project staffing levels. 

• Establishes project communication needs and create project communication plan. 

• Creates the project risk management plan. Work with procurement team to create, administer, track, and eventually close project contracts. 

• Participates in the delivery of internal communications enabling the business officers to effectively service clients. 

• Acts as a point of contact and liaison between department and required business areas for the implementation of activities to ensure accurate communication to clients. 

• Manages and coordinates the business, bank and Regional projects with focus on Development and Change Management. 

• Manages on a daily basis the investigation of a product, policy and procedure queries raised by team members. 

• Liaises with key stakeholders to implement new procedures or clarify any misinterpretation as required. 

• Regularly undertakes a review of processes, policies and procedures to identify process gaps and recommend process updates/ policy & procedure revisions associated with Project Management and Business Compliance. 

• Provides feedback to Project Management leadership regarding risk issues/business cases raised by specific business units 

• Collates communication items, investigate issues and ensure relevant communications are created in a timely clear and accurate manner. 

• Drafts and communicates any staff briefs, including system changes. 

• Monitors & communicates on Service Level Agreements of other departments that affect the service delivery within a project. 

• Conducts ongoing research on effective mediums and tools to improve the communications. 

• Has the ability to operate with a limited level of direct supervision. 

• Can exercise independence of judgement and autonomy. 

• Acts as SME to senior stakeholders and /or other team members.  

Qualifications: 

• 5-8 years of experience 

• Demonstrate strong business knowledge including the understanding of core businesses, supporting processes and operations. 

• Working knowledge of call center Technologies including systems, technologies and system work practices. 

• Knowledge of HR policies and procedures. 

• Knowledge of Call Center industry. 

• Previous customer service management experience within a call center setting. 

• Tertiary qualifications desirable. 

• Outstanding problem-solver, Should demonstrate a commitment to quality and attention to detail