HRS OPS BUS ANALYST - Full-time / Part-time

Position Purpose 

The Operations Business Analyst in the Home Renovation Services (HRS) division will have the opportunity to promote, develop and grow Business to Business (B2B) relationships. As a member of the HRS Client Services team, the Analyst will be focused on delivering excellent customer service to a portfolio of accounts by providing accurate and timely responses to client requests, providing pro-active and on-going program support, monitoring key account metrics/KPIs, and ensuring Customer Service issues are addressed with urgency.  Analyst will use data and reporting to monitor client trends and make recommendations on how to improve process and performance.  Analyst will be responsible for leading small to medium subsets of the overall client relationship – and will have regular interaction with the client, Home Depot Field Team and our Service Provider/Contractor teams.

The Business Analyst will support REO Account management and project fulfillment in the following ways:

• Client connectivity – responsible for creating, maintaining, and improving B2B client relationships while interacting with customers, Service Providers and Field Team members
• Project Management – responsible for managing renovation projects, communicating and tracking timelines, resolving issues and ensuring on-time completion of projects
• Project Communication - facilitate multi-party communication and issue resolution to ensure construction projects are completed within client’s expectations
• Operations Support – provide daily operations support of the order management, invoicing, material procurement and quality control processes

MAJOR TASKS, RESPONSIBILITIES AND KEY ACCOUNTABILITIES

• 40% Lead all aspects of project management for assigned accounts or territory.  This includes creating projects, assigning jobs, managing communication, monitoring cycle times/key dates and ensuring customer specific metrics are met
• 20% Provide excellent customer service by providing accurate and timely responses to customer inquiries – and proactive updates on projects
• 20% Issue Resolution  - address and resolve customer issues (service levels or quality of workmanship) in a timely manner
• 20% Operations Support – provide support for special projects/operations tasks as directed by Account Manager

NATURE AND SCOPE
Reports to HRS Client Support Manager.  No associates report to this role on a permanent basis.

ENVIRONMENTAL JOB REQUIREMENTS
Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable.

MINIMUM QUALIFICATIONS
Must be eighteen years of age or older.
Must be legally permitted to work in the United States.

EDUCATION REQUIRED
The knowledge, skills and abilities typically acquired through the completion of a bachelor's degree program or equivalent degree in a field of study related to the job. 

YEARS OF RELEVANT WORK EXPERIENCE - 2 years

PHYSICAL JOB REQUIREMENTS
Most of the time is spent sitting in a comfortable position and there is frequent opportunity to move about. On rare occasions there may be a need to move or lift light articles. 

PREFERRED QUALIFICATIONS

• Confident communicator with strong public speaking & presentation skills, skilled negotiator, customer service oriented, able to influence without authority, able to manage competing deadlines, ability to multi-task
• Proficiency using MS Office products (Word, Excel, etc.) 
• Demonstrated ability to handle and resolve complex, escalated issues
• Demonstrated ability to complete projects and assignments accurately, catching errors before completion despite a large workload, competing demands, and a fast paced environment
• Strong project management skills

KNOWLEDGE, SKILLS, ABILITIES AND COMPETENCIES

• Strong Communication & Customer Service skills
• Strong project management skills, including strong process orientation, ability to work and lead cross functional teams, strategic thinking and creative problem solving skills.
• Ability to establish priorities and procedures for accomplishing work within established deadlines; ability to lead multiple projects and manage toward deadlines and deliverables