Manager, Card Analytics

OneMain FinancialisseekinganAnalytics Manager to join our Card Analytics team in Charlotte NCor Wilmington DE. We are seeking a leader to help grow our credit card businessby creating actionable insights around efficiencyeffectivenessand customer experience. This role will span across the full delivery lifecycle of the from account originations to digital and contact center customer service through to debt collection for the credit card business unit.

In the Role

A successful candidate willhave a natural curiosity about how things work and how wellthey are working. They will be driven byidentifyinghidden opportunities supported by data for improving customer journey experiences that are driving call volumeidentifyingopportunities for better staffutilization and evaluating the effectiveness of various communication channels.

Responsibilities

Contact center volume forecasting and staffing requirements. You will own the forecasting and capacity plan for customer service and collections to balance delivering key results (service levels accountcoverage)with staffing costs.

Run a continuous program of inquiry reduction using data from call dispositions Gen AI call analysis customer behavior on theBrightwayapp and other inputs toidentifytrends. The insights you generate will directly contribute to Product roadmap planning.

Provide analytics support including creating reports and dashboards that enable optimization of operational efforts and decisions.

Build exception reports to serve as the foundation of first line of defense risk and control efforts

Workwithoperationsleadersandthebroader analytics team toidentifyexpense optimization opportunities across communication channels customer management strategies and supplier billing practices

Create analytical frameworks that enable use of data & testing to increase operational efficiency

Manage 2-4 contractors who will beallocatedtoassistwith this work

Key Characteristics

Demonstrates the ability to balance strategic thinking and operational delivery

Excellent communication skills and ability to influence leaders and peers across the organization

Ability to synthesize insights acrossdifferent sourcesinto a comprehensive and holistic strategy

Exhibits energy curiosity and ability to frame intelligent questions to uncover issues and spearhead the formulation of approach andmethodology

Results oriented gearedtowardproblem solving andachievingmeasurableresults

Strongorganizationalskills ability toprioritizeandmanagemultipleobjectives projects andstakeholderswith littlefollow up.

Experiencewith data analytics in acredit card business or some aspect of consumer lending or experience in contact center capacity planning is preferred.

Requirements

5 years experience requiredin analytics roles with exposure to credit cards and/orFintech

Deep knowledge andexpertiseof using analytical tools and techniques to drive business outcomes

Knowledge of consumer-lending best practices including the use of advanced statistical techniques and data sources

Innovative and capable of developing a highly analytical approach to solving problems

Knowledge of how Gen AI tools can be used toassistwith analytics and report creation and experience do so is a plus.

Who we Are

OneMain Financial (NYSE: OMF) is the leader in offering nonprime customers responsible access to credit and is dedicated to improving the financial well-being of hardworking Americans. Since 1912 weve looked beyond credit scores to help people get the money they need today and reach their goals for tomorrow. Our growing suite of personal loans credit cards and other products help people borrow better and work toward a brighter future.

Driven collaborators and innovators our team thrives on transformative digital thinking customer-first energy and flexible work arrangements that grow lives careers and our company. At every level were committed to an inclusive culture career development and impacting the communities where we live and work. Getting people to a better place has made us a better company for over a century. Theres never been a better time to shine with OneMain.

Because team members at their best means OneMain at our best we provide opportunities and benefits that make their health and careers a priority. Thats why weve packed our comprehensive benefits package for full- and some part-timers with:

• Health and wellbeing options including medical prescription dental vision hearing accident hospital indemnity and life insurances

• Up to 4% matching 401(k)
• Employee Stock Purchase Plan (10% share discount)
• Tuition reimbursement
• Paid time off (15 days vacation per year prorated based on start date)
• Paid sick leave as determined by state or local ordinance (prorated based on start date)
• 11 Paid holidays (4 floating holidays prorated based on start date)
• Paid volunteer time (3 days per year prorated based on start date)

OneMain Holdings Inc. is an Equal Employment Opportunity (EEO) employer. Qualified applicants will receive consideration for employment without regard to age ancestry citizenship status color creed culture disability ethnicity gender gender identity or expression genetic information or history marital status military status national origin nationality pregnancy race religion sex sexual orientation socioeconomic status transgender or on any other basis protected by law.