Manager, Business Analysis

Staples   •  

Halifax, NS

Industry: Software


Less than 5 years

Posted 367 days ago

Job number: 1029014


The Business Intelligence and Project Services (BIPS) division of Staples Customer Service continues to grow through delivering valuable insights and innovative tools to empower our internal customers to be strong and strategic leaders.  The BIPS division has experienced exponential growth and has amassed amazing talent over the past five years, in particular, further positioning our group to take on more and deliver bigger, better and broader solutions.  As we grow we continue to be tapped by our customers to do more and stretch ourselves to expand our offering because we deliver results and demonstrate expertise in our space.  Our division has team members in Halifax, NS and in four major locations in the United States: Aurora, CO, Lincolnshire, IL; Florence, KY and Framingham, MA.  Our key customers within the organization are located within contact centers both on and offshore.  
We are seeking an experienced BA Manager with deep knowledge in the profession of business analysis, preferably with experience in the contact center environment.  The primary role of the Manager, Business Analysis is to lead a team of Business Analysts who support Staples’ Customer Service organization.  The projects we support are vital to the success of our contact center operations, and include, but are not limited to, process improvement projects using Lean/DMAIC techniques; technology implementations; design of web applications, operational performance scorecards, and associate-level reporting.   The BA team is expected to work closely with internal departments such as Ecommerce, Telecom, and Staples Global IT to represent the interests of and ensure projects are aligned with Staples Customer Service objectives. 
As a high growth organization within an established company with a trusted & evolving brand, we move at a fast pace and take calculated risks.  While this is a demanding position, you’ll be surrounded by a passionate team of individuals that are dedicated to a common goal of adding considerable value and being trusted advisors for our contact center leadership teams.  
The key job responsibilities of the Manager, Business Analysis include:

  • Thought leadership and strategic planning for the Business Analysis team; anticipate future needs of customers/clients and modify the team strategy accordingly
  • Lead and manage a team of approximately 12 Business Analysts in supporting projects affecting multiple business units
  • Resource management and assignment of team members to provide high quality project output while also seeking opportunities to develop team members in growth areas
  • Collaborate with other BIPS pillars (teams) to determine the best solution and deliver maximum value for stakeholders
  • Drive  best practices for requirements gathering and analysis, testing, and implementation activities
  • Stay informed of industry trends and best practices within the BA discipline to shape how the team meets business needs
  • Conduct performance appraisals and coaching for direct reports
  • Own the vendor relationship and continuously seek the best options for tools and applications used by the BA team, e.g. requirements management tool; mock up application

The ideal candidate:

  • Applies a mix of thought leadership and real world experience to quickly achieve success
  • Can think strategically and execute tactically
  • Is able to create a collaborative, consistent, team-driven environment within a team of individual contributors
  • Is quick to establish rapport and trust with both peers and partners in other parts of the organization
  • Establishes credibility quickly as an expert in the BA discipline and how to best apply that expertise within the organization
  • Excels at time management and prioritization
  • Can juggle a wide variety of activities with limited oversight, while keeping stakeholders informed of progress

QualificationsRequired qualifications:

  • Bachelor’s degree or equivalent experience
  • Management and leadership experience
  • Knowledge of Business Analysis practices as outlined in the BABOK (Business Analysis Body of Knowledge)
  • Experience with Waterfall and Agile/Scrum projects, concepts, and tools
  • 3 to 5+ years’ work experience in totality in the following areas: business analysis, project management, information technology
  • Exceptional oral and written communication skills; ability to communicate to senior level executives and third party vendor representatives
  • Strong analytical, problem solving, and critical thinking skills
  • Must be able to travel a minimum of once a quarter 

Preferred qualifications:

  • 3-5years’ experience managing individual contributors
  • Experience working with a geographically dispersed team
  • CCBA, CBAP, or PMI-PBA certified
  • Contact center experience
  •  Customer service background