Senior Analyst - Business Intelligence

FC Global Services India LLP (First Citizens India), a part of First Citizens BancShares, Inc., a top 20 U.S. financial institution, is a global capability center (GCC) based in Bengaluru. Our India-based teams benefit from the company’s over 125-year legacy of strength and stability. First Citizens India is responsible for delivering value and managing risks for our lines of business. We are particularly proud of our strong, relationship-driven culture and our long-term approach, which are deeply ingrained in our talented workforce. This is evident across all key areas of our operations, including Technology, Enterprise Operations, Finance, Cybersecurity, Risk Management, and Credit Administration. We are seeking talented individuals to join us in our mission of providing solutions fit for our clients’ greatest ambitions.

Job Description Value Preposition

• Focus on Impact & Visibility: The analyst will design scalable dashboards, standardize reporting practices, and enhance data accessibility across 36 supported business units.
• Focus on Growth & Scope: This role offers expansive exposure to diverse operational landscapes across the bank, sharpening your expertise in enabling data-driven decision-making aligned with EECG strategy. This isn’t just Business Intelligence role — it’s an opportunity to evolve analytics capabilities and roadmap.

Job Details

• Position Title: Senior Analyst - Business Intelligence
• Career Level: P2
• Job Category: Senior Associate
• Role Type: Hybrid
• Job Location: Bangalore

About The Team Team is leading efforts to bring speech analytics and automated quality monitoring in-house

Impact This role performs advanced analytics and serves as the team’s primary lead for data visualization modernization, with a focus on transitioning reporting from Tableau to Power BI. The analyst will design scalable dashboards, standardize reporting practices, and enhance data accessibility across 36 supported business units. This position plays a key role in improving visibility into critical performance metrics (e.g., CSAT, FCR, NPS, AHT) and enabling data-driven decision-making aligned with EECG strategy.

Key Deliverables Power BI Development & Tableau Migration (Primary Focus – ~35%)

• Lead the transition of existing Tableau dashboards into Power BI, ensuring accuracy and consistency of KPI definitions (CSAT, FCR, NPS, AHT, SL%, ASA, QA scores, etc.).
• Redesign dashboards where appropriate to improve usability, performance, and business impact rather than direct replication.
• Develop and maintain Power BI datasets, data models, and reusable reporting layers.
• Establish and document Power BI development standards (naming conventions, DAX practices, visualization design).
• Optimize report performance, refresh cycles, and data models for scalability.

Data Analysis & Insights (~30%)

• Source, compile, and analyze large datasets from Five9, Verint (WFO, Speech Analytics, DPA), Aceyus, and post-call surveys.
• Identify trends impacting:
• Customer Experience (CSAT, NPS, FCR)
• Operational Efficiency (AHT, ASA, Shrinkage, SL%)
• Agent behavior (call avoidance, handle time anomalies, transfers, etc.)
• Deliver actionable insights and recommendations to improve performance, productivity, and customer outcomes.
• Support “Big 3” focus areas: CSAT, FCR, and NPS.

Reporting & Visualization (~15%)

• Develop and maintain dashboards, scorecards, and reporting packages (daily, WTD, MTD, QTD, YTD views).
• Standardize enterprise reporting structure to reduce redundancy and improve consistency across business units.
• Enhance data storytelling through clear visualizations and trend analysis.
• Support agent-level and business unit scorecards.

Operational Support & Business Partnership (~10%)

• Provide day-to-day analytical support to business stakeholders across 36 supported units.
• Respond to ad-hoc requests, troubleshoot data/reporting issues, and identify process improvement opportunities.
• Partner with leadership to surface risks, trends, and performance gaps.

Governance, Risk & Data Integrity (~5%)

• Ensure accuracy, consistency, and integrity of reporting and KPI calculations.
• Support monitoring efforts tied to operational discipline (e.g., detecting call avoidance patterns, data anomalies).
• Align reporting practices with enterprise governance, compliance, and audit requirements.

Team Enablement & Continuous Improvement (~5%)

• Train team members and stakeholders on Power BI usage and reporting capabilities.
• Support adoption of new tools, automation, and AI-driven analytics initiatives aligned with Shared Services goals.
• Contribute to evolving analytics capabilities and roadmap.

Skills And Qualification Functional Skills:

• Team Player: Support peers and department management.
• Problem Solving: Understand speech analytics, QA scoring, or call center metrics along with automation, AI-enabled analytics, and dashboard optimization
• Communication: Excellent verbal, written, and interpersonal communication skills.
• Attention to Detail: Ensure accuracy and thoroughness in all tasks.

Technical Skills

• Strong experience with Power BI: + Data modeling (star schema concepts) + DAX (intermediate to advanced) + Power Query
• Experience with Tableau (dashboard development and/or migration exposure).
• Proficiency in SQL and working with large datasets.
• Experience developing KPI dashboards and performance reporting.
• Experience working with contact center platforms (Five9, Verint, or similar).
• Experience supporting performance analytics or workforce optimization teams.
• Experience with Tableau-to-Power BI migrations.

Relationships & Collaboration

• Reports to: Associate Director/Senior Manager
• Partners: Business Unit Associates, Data Support teams
• Leads: EECG data-driven decision-making aligned strategy

Accessibility Needs We are committed to providing an inclusive and accessible hiring process. If you require accommodations at any stage (e.g. application, interviews, onboarding) please let us know, and we will work with you to ensure a seamless experience.

Equal Employment Opportunity FC Global Services India LLP (First Citizens India) is an Equal Employment Opportunity Employer. We are committed to fostering an inclusive and accessible environment and prohibit all forms of discrimination on the basis of gender, religion, caste, disability, sexual orientation, economic status or any other characteristics protected by the law. We strive to foster a safe and respectful environment in which all individuals are treated with respect and dignity. Our EEO policy ensures fairness throughout the employee life cycle.