Business Analyst

2 days ago

Oshawa, Canada The MEARIE Group Full time

**Business Analyst - Customer Service**

**Position Summary**

Reporting to the Manager of Customer Service, the **Business Analyst** will be responsible for customer information systems support, providing accurate and reliable data for real-time use, record keeping, data analytics and business intelligence, while automating processes to free up resources and time.

This position will analyze critical raw data to develop and maintain business performance reporting and analytics, to provide insight on customer behaviours and needs, with the goal of identifying actionable recommendations on optimizing customer engagement. Working closely with Communications and other business leaders, the Business Analyst will use data driven findings to inform strategies to drive improvements to the overall customer experience. This position will be a key resource in understanding and acting as a liaison with IT and external vendors in maintaining the underlying customer service systems to ensure effective operation and accurate reporting.

**Responsibilities and Duties**
- Analyzes and manages all reporting requirements as related to Customer Service productivity to support both tactical and strategic decisions, including management KPIs, Corporate Scorecard and OEB requirements.
- Development of SQL queries to facilitate data extraction from source systems for reporting and analysis
- Analyze and interpret reporting results to identify trends and provide insights on customer behaviours and needs. Based on findings, prepares and communicates results and recommendations to various levels of management. Prepares graphs, spreadsheets, reports, and PowerPoint presentations as required.
- Continually reviews and analyzes data maintenance processes to enhance data integrity. Generates and maintains documentation of reporting procedures to ensure data accuracy, integrity and efficiency. Investigates and troubleshoots reporting issues and problems.
- Assist with the development of policies and procedures for improving the service provided to customers
- Assist in developing process controls required to manage the billing and collection processes
- Maintains working knowledge of OEB Regulatory requirements as it pertains to customers and keeps informed of changes to policies, procedures, reporting requirements and regulations to ensure compliance
- Provide support to Finance and Regulatory in extracting billing data for purposes of month end close processes and reporting to the OEB;
- Proactively identify opportunities for increasing quality of service for our customers and deliver solutions that create efficiencies and add value to the overall operation of the department and improve the overall customer experience
- Develop tools to automate report creation and other processes to create operational efficiencies within the department
- Develop and maintain effective and collaborative cross-functional relationships to foster a team approach to optimizing customer service
- Assist with mapping out the customers’ experience through various touch points in the organization determining opportunities for improvement
- Develop and maintain “how to” manuals for agents and provide training sessions to the agents on process changes
- Performs ad hoc duties in accordance to business needs

**Qualifications**
- Bachelor’s degree with at least 3 years of experience in reporting and/or business analytics
- Experience with project management (for example: planning, organizing, and managing resources to bring about the successful completion of specific project goals and objectives).
- Proficient in analyzing and reporting data in order to identify issues, trends, or exceptions to drive improvement of results and find solutions.
- Experience identifying operational issues and recommending and implementing strategies to resolve problems.
- Demonstrated proficiency at consolidating data from numerous sources to create presentations for all levels of management and other stakeholders
- Advanced working knowledge of SQL, Tableau, Power BI, Excel, and other tools related to queries and data management
- Expertise with data manipulation, reporting techniques, and report automation
- Strong analytical problem solving skills with ability to critically evaluate business problems and find optimal solutions
- Highly organized and able to prioritize and handle a variety of tasks and responsibilities simultaneously and efficiently
- Experience within Utilities, Customer information systems, and industry processes considered an asset
- Energetic and enthusiastic team player, capable of working both independently and in a team environment with high attention to detail for accuracy, and initiative to follow up on items and get things done
- Experience in a customer service environment preferred, including exposure to technological systems
- Excellent communication skills - verbal and written and ability to adapt to meet needs of various stakeholders and aud

  • Business Systems Analyst

    9 hours ago

    Oshawa, Canada CM2 Solutions Inc. Full time

    cm2.ca **Role Title**: Business Systems Analyst - Remote position, may require some visits to GM’s HQ **Division**: CM2 Solutions Inc. at General Motors of Canada Ltd. **Overview of the Team**: CM2 supports Marketing, Digital and Customer Relationship Management (CRM) activities at General Motors Canada Company. CM2 is based at GM's Canadian...

  • Business Analyst

    2 days ago

    Oshawa, Canada Ontario Tech University Full time

    **Business Analyst** **Tracking Code: req1352** **Faculty/Department**: Information Technology (IT) Services Department **Number of Positions**:1 **Appointment Type**: Full-Time Continuing **Hours of Work**: 35 hours per week **Salary Range**:Level 8 - Starting Salary, Step 1 $69,288 **Posting Date**:October 21, 2024 **Closing Date**: November 1,...

  • Business Analyst

    2 weeks ago

    Oshawa, Canada Ontario Tech University Full time

    **Business Analyst - Limited Term** **Tracking Code**:req1463 **Faculty/Department**: Human Resources Department **Number of Positions**:1 **Appointment Type**: Limited Term, 1 year **Hours of Work**: 35 hours per week **Salary Range**: - Annual Hiring Salary, $66,822 **Posting Date**:February 27, 2025 **Closing Date**: March 6, 2025 (7:00 pm...

  • Business Development Analyst

    6 days ago

    Oshawa, Canada Ontario Power Generation Full time

    **Location**:Oshawa, ON, CA, L1H 8W8 **Req ID**:50251 **Status**:Regular Full Time **Working Conditions**: Hybrid **Education Level**: Bachelor's Degree in Finance, Business, Economics, Engineering, Business Administration or other relevant major field of study **Base Location**:Oshawa, ON **Temporary Work Location**: Toronto, ON **Travel**:10% **Deadline...

  • Business Development Analyst

    3 days ago

    Oshawa, Ontario, Canada Ontario Power Generation Inc. Full time

    Status: Regular Full TimeWorking Conditions: HybridEducation Level: Bachelor's Degree in Finance, Business, Economics, Engineering, Business Administration or other relevant major field of studyBase Location: Oshawa, ONTemporary Work Location: Toronto, ONTravel: 10%Deadline to Apply: March 19 2025Salary Range: $1,704.68 - $2,924.93 Per WeekJOB...

  • Business Development Analyst

    7 days ago

    Oshawa, Ontario, Canada Ontario Power Generation Full time

    Status: Regular Full TimeWorking Conditions: Hybrid     Education Level: Bachelor's Degree in Finance, Business, Economics, Engineering, Business Administration or other relevant major field of studyBase Location: Oshawa, ON Temporary Work Location: Toronto, ON Travel: 10%Deadline to Apply: March 19 2025Salary Range: $1,704.68 - $ 2,924.93 Per...

  • Murex Analyst

    1 week ago

    Oshawa, Canada Apptad Inc. Full time

    Job Title:Murex Analyst Job Location:Remote- Canada - Mississauga ON/Montreal Job Duration:Long TermJob Description: We are currently looking for a dedicated and analytical Murex Business Analyst to take ownership of the Murex binary non-regression testing process. The analyst will collaborate closely with the QA team to scrutinize any discrepancies in the...

  • Data Analyst

    9 hours ago

    Oshawa, Canada Be Mod Digital Full time

    **Data Analyst Job Description** We are looking to hire a data analyst to join our data team. You will take responsibility for managing our master data set, developing reports, and troubleshooting data issues. To do well in this role you need a very fine eye for detail, experience as a data analyst, and a deep understanding of the popular data analysis...

  • Finance Analyst

    4 weeks ago

    Oshawa, Canada General Motors Full time

    The Canada FP&A team is responsible for EBIT consolidation and analytics for monthly operating reviews, quarterly earnings, budgets, mid-long term plans and ad-hoc special studies. Finance Analysts have responsibility for building relationships with and developing business intuition for assigned business functions. The analyst must tactically ensure data...

  • Systems Analyst

    3 weeks ago

    Oshawa, Canada Speridian Technologies Canada Inc. Full time

    **Who we are at Speridian Technologies**: Speridian is a global business and technology solutions provider, we help clients modernize their businesses through Digital Transformation. At our core, we are an Information technology consulting and services company with a proven track record of solving business challenges with our unique, industry-based...

  • Application Support Analyst

    4 weeks ago

    Oshawa, Canada CM2 Solutions Inc. Full time

    cm2.ca **Role Title**: Application & Data Support Analyst - Remote position, may require visits to GM’s HQ **Division**: CM2 Solutions Inc. at General Motors Canada Company **Overview of the Team**: CM2 supports Marketing, PR, Digital and Customer Relationship Management (CRM) activities at General Motors Canada Company. CM2 is based at GM's Canadian...

  • Consumer Insights

    4 weeks ago

    Oshawa, Canada CM2 Solutions Inc. Full time

    CM2 supports Marketing and Customer Relationship Management activities at General Motors of Canada Ltd. The GM team of CM2 is based at GM’s Canadian headquarters in Oshawa; Headquartered in Oshawa, Ontario, General Motors of Canada employs more than 9,000 people across the country and is a recognized leader in innovation, technology, and green...

  • imageON Senior System Analyst

    2 weeks ago

    Oshawa, Ontario, Canada TEEMA Full time

    Job Title: imageON Senior System AnalystJob ID: 76597Location: Oshawa, OntarioOverview:The Imaging, Processes & Analytics unit of our client has several mandates, including delivering a high-volume, complex, integrated payment processing, document imaging and data capture IT service; delivering products, solutions and services in the development, maintenance...

  • Payroll Financial Analyst

    11 hours ago

    Oshawa, Canada The MEARIE Group Full time

    **PAYROLL FINANCIAL ANALYST** Oshawa Power Group of Companies is a parent company of fiber optic, district energy and renewable generation businesses, and the local electricity distribution company that supplies electricity to more than 63,000 customers in the city of Oshawa. Located just 45 minutes east of Toronto off the shores of Lake Ontario, Oshawa...

  • Marketing Data Analyst

    3 days ago

    Oshawa, Canada CM2 Solutions Inc. Full time

    CM2 supports Marketing and Customer Relationship Management activities at General Motors of Canada Ltd. The GM team of CM2 is based at GM’s Canadian headquarters in Oshawa; Headquartered in Oshawa, Ontario, General Motors of Canada employs more than 9,000 people across the country and is a recognized leader in innovation, technology, and green...

  • Business Operations Manager

    6 days ago

    Oshawa, Ontario, Canada Bilingual Source Full time

    Bilingual Source is seeking a Business Operations Manager to lead our Collections and Recovery function.Job DescriptionAs the Business Operations Manager, you will be responsible for shaping and driving key financial recovery and asset remarketing strategies. You will work closely with an experienced Senior Director and a highly tenured co-manager who will...

  • Business Systems Analyst

    4 weeks ago

    Oshawa, Canada Durham College Full time

    **About Durham College**: Durham College (DC) is a leading post-secondary institution that supports students to develop career-ready skills for the ever-changing job market. With a focus on experiential learning, led by expert faculty, through field placements, applied research, co-ops and other hands-on opportunities, DC grads are known for having the...

  • Junior Financial Analyst

    1 week ago

    Oshawa, Canada Part Time CFO Services Inc. Full time

    The Junior Financial Analyst position will be responsible for performing the day-to-day processing of various accounting transactions as well as providing support on improvement projects and initiatives to ensure the company’s financial processes, planning, reporting, and analytics are best in class. - Have a passion for looking beyond the numbers to...

  • Decision Support Analyst

    8 hours ago

    Oshawa, Canada Lakeridge Health Full time

    **Decision Support Analyst** LAKERIDGE HEALTH DECISION SUPPORT CONSULTANT ANALYTICS & BUSINESS INTELLIGENCE HEALTH INFORMATION REGULAR FULL-TIME 8 HOUR DAY SHIFTS; SUBJECT TO CHANGE LAKERIDGE HEALTH CORPORATE OFFICE SALARY: $40.527 - $45.524 per hour UNEX 2200003652 DESCRIPTION: The Health Information (HI) portfolio at LH oversees the end-to-end...

  • Regulatory Analyst

    20 hours ago

    Oshawa, Ontario, Canada Ontario Power Generation Full time

    Status: Regular Full TimeWorking Conditions: Hybrid     Education Level: 4-year degree in Engineering or Sciences, preferably in electrical or mechanical engineeringBase Location: Oshawa, ON Temporary Work Location: Toronto, ON Travel: 10%Deadline to Apply: March 26 2025Salary Range: $1,704.68 - $2,924.93 Per Week  Electrify your career and help...