The Service Delivery Senior Analyst will be aligned within our Finance Operations vertical. This role provides support throughout the life cycle of our outsourced North American deal, with primary support but not limited to, business development, client orals, knowledge transfers, service recovery, process improvements, and red journey customer support.

In addition, this role will leverage call center experience, customer service skills, and attention to details to provide a positive customer service. The right candidate will enjoy building relationships with customers and adapt quickly to change.

• Demonstrate expert knowledge of all processes and related systems to effectively preform responsibilities.

• Identify and assist with development of support materials for team use, e.g., training manuals, role aids, and views in databases

• Manage numerous, complex reporting with minimal supervision, including, but not limited to forecasting, budget, time hour reporting

• Ensure that all of the client responsibilities occur in accordance with the statement of work and service level agreement with client(s)

• May act as a point of contact for senior client representatives

• Anticipate, identify, and assess complex issues/problems. Develop and implement a corresponding plan of action to bring the situation to resolution. Communicate changes to supervisor and assist other team leads with resolutions, as needed

• Engage in networking to expand the groups footprint and sell the teams capabilities

• Maintain a high level of customer service with a willingness to be proactive in communication with citizens, colleagues, and leadership

• Display confidence in process knowledge and adherence to client guidelines

• Successfully achieve individual production metrics and contribute to the success of the broader team s goals

• Leverage research, critical thinking and collaboration to deliver high quality options and solutions to clients

• Protect the privacy of clients while using multiple data sources and systems

• Handle escalated client situations and clearly communicate to leadership any issues to ensure prompt research and resolution

• Ensure proper documentation, notification, escalation, tracking and follow up of all incidents.

• Identify and support opportunities to leverage AI, automation, and digital tools to improve customer experience, service delivery, and operational efficiency.