Customer Care Senior Financial Analyst

This position is responsible for the oversight of all Customer Care financial activities, including the labor budget, CapEx and OpEx budgets. This individual will successfully work cross-functionally, especially with the Finance and IT department, to develop an understanding of many areas of the business, creating the tools and actionable analysis to empower the business to make customer focused, cost effective decisions. This individual will effectively exhibit JD Finish Line’s core values of Customer, People, Winning, Community, and Financial Responsibility in everything they do by performing the following main duties:  

• Partner with Customer Care Senior Leadership to develop the annual Customer Care labor budget.

• Create and present financial plans, forecasts and projections to senior management.

• Work with finance partners to validate financial reporting is accurate. Analyzes and compares internal reporting with financial tracking tools.

• Maintain the Customer Care labor budget. This includes daily, weekly, bi-weekly and monthly updates and a detailed reconciliation process.

• Calculates and tracks accruals for every Customer Care cost category.

• Creates and leads weekly budget meetings with other Customer Care senior leadership.

• Create or adjust labor budget plans multiple times a year as direction or needs change.

• Reforeforcasts Customer labor budget quarterly to align with Finance quarterly sales reforecasting. 

• Accountable for the preparation and presentation of monthly financial reporting, analysis, and projection activities, including, but not limited to internal labor, outsource labor and ownership of purchase order execution.

• Generates all weekly, monthly, quarterly and annual Customer Care financial reports.

• Responsible for updating, monitoring, and reporting on progress against the long-term financial plan.

• Review and maintain all Customer Care vendor contracts, quotes and charges to ensure accuracy.

• Manage Customer Care invoicing to ensure accuracy and proper timing. This includes direct invoicing from vendors as well as pass through charges from JD UK.

• Tracks monthly outsourcer and IVA costs. Ensures charges are accurate and payments are completed each month. 

• Partner cross-functionally to develop root cause analysis and gap closure plans when results are not meeting financial plan expectations.

• Manage ad hoc analysis projects to provide financial analysis support as needed.

• Create and manage the CapEx and OpEx Customer Care budgets.

• Responsible for the creation of all Customer Care purchase orders and invoices and the coordination of payment with Finish Line Accounts Payable

• Advise the Workforce Management team on the budget implications of the Customer Care hiring strategy. Ensure that the hiring plan is accounted for in the labor budget.

• Creates reporting and actionable analysis utilizing data visualization tools through the uploading and manipulation of data from various sources.

• Interprets data and creates recommendations as necessary. Presents findings to Customer Care Senior Leadership.

• Leads and directs Customer Care Jr Analysts / Associate Analysts.

• Takes an active role in the development of Jr Analysts / Associate Analysts.

• Supports Customer Care culture and employee engagement.

• Additional duties and projects as required.

Required Education and/or Experience:

• Bachelor’s degree (B.A.) with a preferred focus in Finance, Accounting or other business related major.

• 1-3 years of experience in financial management or data analytics, preferably for a Customer Care or Finance function.

• Equivalent combination of education and experience.

• Must have a track record of high attention to detail in accounting or financial management tasks.

• Experience with call center operations and/or workforce management is a plus. 

• Internal JD Finish Line experience strongly preferred.

Required Computer and/or Technical Skills:

• Computer literate with the ability to learn Customer Care software applications, as well as financial applications.  

• Should have intermediate to advanced knowledge and abilities with Microsoft Excel, as well as BI applications such as PowerBI, Looker and Microsoft Access, or Google Suite equivalents. 

• Experience with Workday is a plus.

Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Sit for more than 6 hours per shift

• Use hands to finger, handle and feel

• Reach with hands and arms

• Talk and/or hear

• Stand for up to 2 hours at a time periodically

• Walk or move from one location to another

• Occasionally may need to climb, balance, stoop, kneel, or crouch

• Lift and/or move up to 10 pounds regularly and up to 25 pounds occasionally

• Punctuality and regular attendance consistent with the company’s policies are required for this position.

• Average work week is 40-45 hours, which can vary depending on business need.

• The work environment for this position is a moderately noisy call center setting.

The company reserves the right to modify this job description with or without notice. Employees may be asked to perform additional duties outside of normal job scope on a temporary basis per company policy.

#LI-DNI

This job description is not intended to cover all aspects, duties, and/or responsibilities required of employees.  Employees may be asked to perform additional duties outside of normal job scope on a temporary or permanent basis per company policy. ​The company reserves the right to modify this job description with or without notice. 

EEO Statement:

The Finish Line, Inc. is an Equal Employment Opportunity employer and is committed to complying with all federal, state, and local EEO laws.  The Finish Line, Inc. prohibits discrimination against employees and applicants for employment based on race or color, religion or creed, national origin, alienage or citizenship status, marital status, sex, pregnancy status, age, military status, disability, or any other characteristic or class protected by law.  The Finish Line, Inc. provides reasonable accommodations in accordance with applicable laws, including for disabilities, pregnancy, and religious practices.

Need accessibility assistance to apply?
Applicants who require accessibility assistance to submit an employment application can either call Finish Line at  (317) 613-6890 or email us at talentacquisition@finishline.com.  A member of our Talent Acquisition team will respond as soon as reasonably possible. (This email address and phone number is only for individuals seeking accommodation when applying for a job.)