Business Analyst, Customer Operations
Job Description
About Vista Services
Vista Services is more than just a financial partner – we are helping communities, the people that live within them and the local contractors that service the area. Our dealers are experts in the water heater, HVAC, and residential infrastructure sector. Having both ownership from local management and an infrastructure fund managed by an award-winning investment manager, we are a well capitalized company growing organically, geographically and by acquisition.
Job Purpose / Mandate
The Business Analyst, Customer Operations,reporting to the VP, Corporate Relations, this role will be responsible foranalyzing and optimizing operational activities to enhance efficiency, reducecosts, improve customer service, and drive customer retention and growth.
Duties and Responsibilities
Customer Retention and Growth:
- Ensure continuity across the customer journey by aligning key policies and processes across all customer-facing teams.
- Identify and address customer pain points by collaborating with management to implement innovative improvements.
- Assess and communicate requirements for tool enhancements to improve retention, billing, and outbound activities.
- Create, maintain, and deliver accurate reports for leadership, operations, and renewals.
- Drive customer engagement through targeted e-blasts, snail mail, and automated messaging campaigns.
- Prepare and send welcome letters to new customers, ensuring a smooth onboarding experience.
Collaboration and Teamwork:
- Liaise with cross-functional teams to maintain a deep understanding of business needs and drive customer-centric improvements.
- Collaborate with vendors and internal stakeholders to meet timelines and achieve project milestones as needed.
- Develop and maintain metrics and scorecards for all operational teams to track performance and identify areas for improvement.
- In collaboration with Legal and Payment & Collections, create and submit small claims forms for delinquent accounts.
- Perform additional administrative duties as needed to support business objectives.
- Uphold and embody company values in all work and interactions, contributing to a positive and supportive team culture.
Project Management:
- Annually develop a technology and improvement roadmap for operations, targeting areas of operational inefficiency.
- Present quarterly updates to management on the progress and results of continuous improvement projects.
- Develop and monitor project charters and schedules to ensure successful project execution.
- Take ownership of new and diverse requests, proactively seeking opportunities to add value and achieve organizational goals.
- Manage delinquent submissions and reporting for collection agencies attempting to resolve delinquencies.
- Drive NPS and Google review results through systems and people.
Knowledge and Skills
- Bachelor’s degree or equivalent experience with over 5 years of relevant work experience.
- Strong knowledge of process management, business operations, and financial concepts.
- Proficient in MS Office Suite and internet applications.
- Strong analytical skills to interpret complex data and propose strategic business decisions.
- Effective communicator with the ability to convey ideas and information clearly to customers, partners, and management.
- Highly organized with strong planning and time management skills.
- A proactive leader with the ability to influence and collaborate with customers, vendors, and team members in a fast-paced environment.