Sr Manager, Operations Analytics & Reporting

Job Overview

Role: Sr Manager, Operations Analytics & Reporting. Department: Operations Business Group. Team: Ops Analytics, WFM & Dialer. Location: Wilmington, DE. Employment Type: Full Time, Exempt. Workplace Type: hybrid. Posted Timestamp: 1776698760277.

Eligibility / Qualification Required:

The Job
We are seeking a Sr Manager, Operations Analytics & Reporting, to lead the evolution of analytics, dashboard reporting, forecasting, and performance insights across our consumer lending and customer service operations (originations, servicing, and collections).
This role is responsible for enabling clear, consistent, and actionable views of operational performance, and ensuring that analytics meaningfully supports decision-making across originations, servicing, and collections.
This leader will oversee reporting, forecasting, and analytics capabilities, ensuring alignment between business demand, operational performance, and resource planning, while establishing scalable processes for how data is defined, governed, and used across the organization.

Performance Analytics & Reporting

• Own development of performance insights that identify drivers, risks, and opportunities across operations
• Lead consolidation and simplification of dashboards to provide clear, focused views of performance  
• Partner with leadership to influence operational decisions through data-driven insights and recommendations  
• Develop clear performance narratives connecting data to business outcomes
• Improve usability and adoption through best practices in reporting design and data storytelling 

Governance & Standardization

• Own and govern definitions of key operational metrics across teams
• Drive consistency in how metrics are calculated, presented, and interpreted
• Establish scalable processes for reporting intake, prioritization, and change management
• Implement appropriate controls, validation processes, and ownership structures to support data accuracy and consistency

Forecasting & Planning

• Lead development of demand forecasts and capacity models across operations
• Ensure forecasting is integrated with performance insights and business strategy
• Partner with operations and workforce management to align staffing plans with demand
• Continuously improve forecasting accuracy and responsiveness

Experience

• 8 - 10+ years of experience in analytics, business intelligence, or operational reporting
• Experience leading analytics and/or data visualization teams in complex, cross-functional environment
• Experience supporting operational functions such as loan origination / servicing, call center, processing or similar high-volume environments
• Experience in financial services, fintech, or other data-intensive industries strongly preferred

Capabilities

• Ability to simplify complex reporting environments into clear, streamlined, and actionable outputs
• Strong ability to translate business needs into clear, structured reporting and insights
• Experience establishing metric definitions, reporting frameworks, and governance practices
• Demonstrated success improving reporting clarity, consistency, and adoption
• Strong balance of strategic thinking and hands-on execution

Technical Skills

• Experience with BI tools such as Power BI or similar platforms
• Strong understanding of SQL, SAS, data modeling, and data warehousing concepts
• Familiarity with Snowflake data environments

What Success Looks Like

• Stakeholders have clear, consistent views of operational performance
• Reporting is trusted, intuitive, actionable, and streamlined to support efficient decision-making
• Forecasting and capacity models are accurate and inform planning decisions
• The team operates with focus, prioritization, and high standards of quality
• Analytics directly influences operational performance, decision-making, and business outcomes

In addition to semi-monthly salary payments, this position is also eligible for an annual incentive bonus based on individual and company performance.  Yearly incentive bonus target 20% of base salary.

How to Apply:

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