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Service Delivery Data Analyst

U.S. Remote

 

Title: Service Delivery Data Analyst

Reports To: The Service Delivery Data Analyst will report to the Services Delivery Supervisor, Service Delivery Manager, or equivalent leadership.

Job Overview:
The Service Delivery Data Analyst provides high-level analytical support to the national Lockbox Operations team. This role is responsible for collecting, validating, and consolidating data from multiple systems to ensure accurate, timely, and actionable insights across operational and executive levels. The Analyst will build automated reporting pipelines, design dashboards in Power BI, and provide analysis to support decision-making and operational improvements.
With a focus on operational excellence and data-driven insights, the incumbent will collaborate closely with site leadership, operational staff, and cross-functional teams to ensure efficient reporting and monitoring of key performance indicators. The Service Delivery Data Analyst will work in a fast-paced environment and will be an experienced professional with strong knowledge of transactional processing, operational metrics, and reporting tools. They will play a key role in establishing standardized reporting practices and supporting continuous improvement initiatives within the Lockbox Operations team.

Duties and Responsibilities:
• Collect, clean, validate, and collate production data from multiple lockbox systems to ensure accuracy and reliability.
• Design and automate Power BI dashboards to provide real-time visibility into:
• Transaction Volumes (daily, weekly, monthly)
• Production Throughput & SLA Metrics (accuracy, timeliness, client-defined benchmarks)
• Machine Usage & Utilization (capacity, downtime, productivity trends, machine performance)
• Resource Productivity (performance, efficiency, quality, attendance)
• Trend Analysis & Forecasting (volumes, staffing needs, seasonal variations)
• Baseline Productivity Standards Across the Network (establishing consistent measures for staff and site performance)
• Build reporting suites to support executive insights as well as day-to-day operational management.
• Reconcile and validate SLA reporting provided by clients to ensure accuracy and accountability.
• Partner with operations leaders to provide forward-looking analysis that enables proactive staffing, scheduling, and resource planning.
• Deliver concise executive-level insights backed by validated data to inform strategic decisions.
• Proactively identify gaps or anomalies in reporting and propose process or system improvements.
• Develop and maintain standardized data definitions and metrics to ensure consistency across reports and dashboards.
• Collaborate with cross-functional teams to integrate new data sources, improving completeness and accuracy of operational reporting.
• Support special projects or ad hoc analyses, providing actionable insights to drive operational improvements.
• Monitor key operational trends over time to identify opportunities for efficiency gains and process optimization.

Core Competencies:
• Analytical Thinking: Collects, validates, and interprets complex operational data to support day-to-day and strategic decision-making.
• Attention to Detail: Ensures accuracy and reliability in all reporting, dashboards, and data analyses.
• Problem-Solving: Identifies gaps, anomalies, or inefficiencies in processes or data, and recommends actionable solutions.
• Collaboration & Teamwork: Works effectively with operations leaders, cross-functional teams, and clients to provide actionable insights.
• Communication Skills: Delivers clear, concise, and actionable insights to operational and executive audiences.
• Confidentiality & Integrity: Maintains strict adherence to data security, privacy, and regulatory compliance standards.

Technical/Strategic Competencies
• Data Visualization & Reporting: Skilled in designing, building, and maintaining dashboards (Power BI) and reporting suites for multiple audiences.
• Process Improvement: Proactively seeks opportunities to streamline reporting, improve data accuracy, and enhance operational insights.
• Technical Proficiency: Strong knowledge of data tools, systems integration, and reporting platforms relevant to lockbox operations.
• Forward-Thinking / Forecasting: Uses historical data and trends to provide predictive analysis for staffing, workflows, and resource planning.
• Strategic Insight: Translates data into executive-level insights, supporting operational leadership in decision-making and planning.

Qualifications:
• Bachelor’s degree in Business Analytics, Information Systems, Computer Science, Finance, or related discipline or equivalent experience
• 3+ years of experience in data analytics, preferably in operations environments (or equivalent experience)
• Ability to work independently, with minimal direction, and take full ownership of assigned deliverables
• Strong proficiency in Power BI, SQL, data automation techniques to provide metrics and analytics dashboard reporting
• Experience in high-volume transactions or production-based environments is a plus.
• Proven ability to forecast trends, set productivity benchmarks, and translate data into actionable recommendations.
• Strong analytical, problem-solving, and communication skills with the ability to convey technical details to non-technical audiences.
• Fluent in Office 365 products required.

Physical Demands:
• Regularly required to sit and perform data entry for extended periods of time.
• Ability to stand and walk intermittently throughout the workday.
• Must perform precisely coordinated movements of the fingers of one or both hands to use keyboards, mice, and other office equipment.
• Required to reach with hands and arms to access office equipment, files, or documents.
• Ability to talk and hear clearly, including frequent phone and video interactions with clients and internal teams.
• Ability to multi-task in a fast-paced, deadline-driven environment.
• Vision requirements include close vision, distance vision, ability to adjust focus, and the ability to distinguish between colors and shades.
• May interface directly with clients in person, by phone, or via video conference depending on business needs.
• Ability to sit, stand, and engage in activities that require concentration for extended periods while maintaining accuracy and attention to detail.
Travel: May be required based on business needs

Other Duties:
This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

 

Pay Range

$30 - $40 USD

WHAT WE OFFER

  • Career Growth: An opportunity to enter a job that allows you to learn new skills or use a variety of them that may lead you to uncover other career opportunities!
  • Learning & Development: At SPS, we promote a work culture of learning so that you can develop to be the best at what you do!
  • We Recognize Talent: We offer a variety of recognition programs for all levels of employees!
  • Benefit Offerings: Medical, Dental, Vision, HCFSA, DCFSA, HSA, Commuter Transit and Parking, Supplemental Life Insurance, Accident Insurance, Critical Illness, Hospital Indemnity, Legal Program, Identify Theft Protection, Pet Discounts, Pet Insurance, Group Home and Auto Insurance, EAP, Short Term Disability, Life Insurance, Education Discounts, 401k w/ matching, Entertainment Discounts, & Paid Time Off.
    • Note: Please inquire with the Human Resources team for benefit offerings per role as regular positions that routinely are under 30 hours/week may have a different benefit offering.

About SPS

SPS is an award-winning employer of choice offering outsourcing solutions that leverage Intelligent Automation (Artificial Intelligence & Robotic Process Automation) in more than 22 countries across the globe. In North America, our services include Mailroom Management (both physical and digital), Office Services such as Reception, Lobby Concierge and Conference Room Management in addition to Document Processing Services utilizing leading edge technologies. Our clients today are companies in sectors such as banking, insurance, legal, higher education, advertising and other professional services, including many Fortune 500 companies. SPS is committed to delivering high caliber outsourcing experience to our clients and offering our employees challenging and exciting career opportunities throughout the North America region and globally. SPS is committed to investing in the professional development of our employees and offers competitive comprehensive benefits and diverse development training programs that lead to building careers.

At SPS we embrace the uniqueness of our employees and are committed to the fair and equal treatment of all people, applicants, and employees by promoting a culture of access, inclusion, equity and diversity.

SPS provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, sexual and reproductive health choices, national origin, age, disability, genetics, military status, gender identity or expression, sexual orientation and/or any other status protected by applicable law.

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Acknowledgement Section: By submitting an application, by hitting "Submit Application", you certify that the information contained in this application is true and complete. You attest to the fact that the answers provided are correct to the best of your knowledge and ability. You certify that you have not knowingly withheld any information that might affect your chances for hiring. You understand that any false information or omission (including any misstatement) on this application or on any document used to secure this employment can be grounds for rejection of application or, if you are employed by SPS can be grounds for immediate termination from this company.

 

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