Sr Analyst Global Service Delivery

Brooklyn Park, Minnesota, United States
Jan 27, 2019
Feb 21, 2019
Employment Status
Full Time
Description: About us:

Target is an iconic brand, a Fortune 50 company and one of America's leading retailers.

The Financial and Retail Services (FRS) organization is close to the action when it comes to communication—whether with guests or Target team members. From guest service professionals and product designers, to vendor managers and financial and workforce management analysts, FRS comprises several key and high-visibility areas that elevate and nurture Target's distinctive reputation. We cultivate loyalty and satisfaction through exceptional service and support. And we foster a culture of responsive, knowledgeable and committed service—from the inside out—through enterprise services our people can count on.

Beyond our world-class contact centers, there are many important challenges to be met in other FRS teams like the FRS Operations and Product Team, which plays at the intersections of process and technology, and Contact Center Support Services (SCSO) which develops comprehensive service delivery strategies for our contact centers. FRS Product Design manages and grows loyalty, frequency and other marketing programs for all Payment Cards (REDcard, GiftCard). Our Bank Program and included credit risk and compliance functions manage Merchandise Finance, Capital Finance, Expense Management and Financial Goals and Forecasts. And the FRS Controller heads up FRS Accounting and Financial Operations, including Accounting and Control, Retail Bankcard Services, Target Card Services, Fraud Prevention & Dispute Resolution.

Global Operations Sr. Analyst

The Sr. Analyst, otherwise known in the industry as a Vendor Operations Manager, is responsible for driving the overall health of the program which includes the successful delivery of both qualitative and quantitative performance metrics, i.e., productivity, quality/net promoter score (NPS) and knowledge transfer. Acts as the primary point of contact for onsite vendor leadership for business changes, new initiatives and overall site performance standards and results. Provides direction to front-line vendor site leaders. Acts as a liaison between internal teams to ensure an ease and understanding of our policies and procedures by global partners. Provides verbal and written updates to internal leaders on vendor results and project statuses. Evaluates performance between vendors and internal operations to drive process improvement and program efficiencies. Provides oversight for vendor staffing, forecasting and overall expense management. Accountable for vendor program meeting budget goals. Partners with internal business and support teams such as Workforce Management, Finance, Quality, and Reporting. Job duties may change at any time due to business needs.

About you: 

4-year college degree or equivalent experience 

Prior experience working in a BPO environment (3-5 years) with a understanding of service center operations, principles and metrics

Ability to interface with vendors, internal business partners and all levels of management

Self-starter who has proven analytical and problem solving capabilities

Ability to communicate are a clear and concise manner

Ability to prioritize, multi-task and adjust to a fast paced environment

Occasional travel to partner locations globally

Flexibility with working hours, which occasionally includes workingoutside of normal scheduled work hours


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