Operations Specialist

We are looking for an Operations Specialist to support performance monitoring and operational analysis within a consumer banking environment in San Jose, California. This Long-term Contract position focuses on improving service outcomes, evaluating business-critical processes, and delivering insights tied to call center performance and credit card operations. The ideal candidate brings a strong understanding of consumer lending and banking workflows, along with the ability to translate data into practical operational recommendations.

Responsibilities:

• Track and interpret call center performance indicators to identify trends, gaps, and opportunities for operational improvement.
• Review credit card and consumer banking activities to help maintain efficient, accurate, and compliant day-to-day operations.
• Conduct criticality assessments on processes and issues to support prioritization and business continuity decisions.
• Analyze operational data and prepare clear reporting for stakeholders to support informed decision-making.
• Partner with cross-functional teams to address workflow challenges and improve service delivery across customer-facing operations.
• Support process refinement efforts within lending and banking functions to increase consistency and reduce operational risk.
• Monitor exceptions, escalations, and recurring issues, recommending practical actions to improve performance and customer experience.
• Experience working with call center metrics and operational performance reporting.
• Knowledge of the credit card industry and core consumer banking operations.
• Familiarity with consumer lending processes and related service environments.
• Ability to perform criticality analysis and assess business impact effectively.
• Strong analytical skills with the ability to organize, interpret, and present operational data.
• Proficiency in collaborating with multiple stakeholders in a fast-paced operations setting.
• Clear written and verbal communication skills with a detail-oriented approach to execution.