Portfolio Performance Analyst

Every day, Global Payments makes it possible for millions of people to move money between buyers and sellers using our payments solutions for credit, debit, prepaid and merchant services. Our worldwide team helps over 3 million companies, more than 1,300 financial institutions and over 600 million cardholders grow with confidence and achieve amazing results. We are driven by our passion for success and we are proud to deliver best-in-class payment technology and software solutions. Join our dynamic team and make your mark on the payments technology landscape of tomorrow.

PURPOSE

A Portfolio Performance Analyst has a strong understanding of the customer lifecycle and retention process with the ability to measure the revenue and volume performance of the back book portfolio of customers including the review and identification of commercial and product upsell opportunities. The jobholder will be able to use this to guide our future strategy for retention and proactive contact of customers most likely to attrite. The jobholder will use our raw data to identify trends and issues, create purposeful MI and automated dashboards through the use of Google’s suite of tools, that help our business evaluate the performance of our portfolios. They will also be able to craft appropriate value-adding commentary helping us identify gaps and explore opportunities to hit, and exceed, revenue and volume targets; making the complex simple. Accurate production of weekly, monthly, and ad-hoc reports is a key deliverable, alongside driving adoption of our standardised Portfolio Scorecard across all entities, which is paramount to ensure the ability to report with confidence. This role will also be responsible for supporting the creation of customer contact datasets. For example; utilising internal AI and Scheme Predictive Attrition modeling to support proactive retention as well as reporting MI to support and track the success of such initiatives.

DUTIES AND RESPONSIBILITIES

• Be accountable for the accurate and timely production of monthly and quarterly Customer Success, Consumer Duty and VOTC MI using appropriate measures and indicators aligned to our UK&I strategic goals. This includes Board level / Exec summaries.
• Build and produce a single view of attrition and retention across all OneGP portfolios ensuring reporting on both volumes and revenue.
• Production of a Consumer Duty scorecard detailing how we ensure all our business products and processes align to the best customer outcomes.
• Build & consolidate MI to present within the UK Board meeting, covering Retentions, Consumer Duty and any other customer facing trends.
• Monthly consolidation and reporting of VoTC and Complaints MI across all UK&I entities.
• Has a strong focus on adding value through commentary and insight, ensuring all MI produced tells a story e.g. through creation of dashboards and scorecards.
• Strong attention to detail is paramount as certain reports may be used for external partner governance, regulatory reporting requirements and sale commission calculations.
• Upon identifying a new reporting requirement, this individual is able to extract the correct data from the CRM and produce a user friendly report or dash with relevant, performance driving commentary and highlighting suitable KPIs.
• Collaborate and communicate clearly and confidently with multiple stakeholders at various levels with strong interpersonal skills and the ability to influence.
• Empowering our CS&S Leaders and stakeholders (internal and external) with insight and direction as a key business partner.

COMPETENCIES (KNOWLEDGE / SKILLS or ABILITIES / BEHAVIOUR)

• Strong background in Business Analysis (min 2 years experience), ideally including the analysis of existing customer portfolios.
• A good understanding MI tools such as PowerBI and Google Data Studio.
• Ability to create meaningful, clear dashboards with appropriate value-adding commentary.
• Good communication skills (written, oral and presentation) and excellent interpersonal skills.
• Able to manipulate large quantities of data and identify and articulate relevant trends and KPIs.
• Works well under tight timescales and able to prioritise effectively.
• Ability to innovate, streamline and automate reporting to reduce manual intervention.
• Strong analytical skills, self-motivated, high performing and goal oriented.
• Highly numerate and a confident user of Excel and Google products (primarily Google Data Studio, Google Sheets and Google Slides).

QUALIFICATIONS

Graduate or actively studying towards a relevant degree / professional qualification (e.g. business information systems, mathematics, finance or data science); or equivalent experience in a relevant role.

CAREER PATH

Senior Manager, Sales Funnel Optimisation.

Global Payments Inc. is an equal opportunity employer. Global Payments provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex (including pregnancy), national origin, ancestry, age, marital status, sexual orientation, gender identity or expression, disability, veteran status, genetic information or any other basis protected by law.