Operations Lead Analyst

  fully remote working 8am-5pm CST

  The responsibilities of an Operations Lead Analyst include monitoring daily request execution, reporting, and issue triaging for one or more owned client(s) upon request. Identifying operational or productivity enhancements, barriers, and opportunities for configuration and workflows. The Sr. Operations Analyst will provide project and administrative support to leadership teams or Operations Advisors through escalation of issues, risks, and concerns as needed. Provides support to assigned projects by responding to inquiries or resolving complex issues using independent judgment, discretion, and general client knowledge. Routine communication of risk and status of owned clients and processes to leadership teams.

  Functions:

  Execution of client's requests and inquiries in aligned to SLAs and other contractual terms.

  Monitoring and triaging of client issues aligned to SLAs and other contractual terms.

  Routine communication directly with client

  Adherence to all organizational SOPs and Compliance standards; provide subject matter input as it relates to checklists and SOPs

  Assist with operation input related to new process development; identification, research and resolution of operational issues; provide training and mentoring for new team members, off-shore and contingent employee resources.

  Comply with Client document and retention requirements.

  Scope of Job:

  Provide exceptional service to clients.

  Cross-functional collaboration & communication with necessary internal partners

  Clear and timely communication of issues and status to leadership teams

  Working Relationships

  Account Management – As needed - Requirements intake and resolution of issues

  Clients - As needed - Requirements intake and resolution of issues

  IT - As needed - Systems issues, setup, and testing

  Product Teams – As needed - Coordinate set-up, resolution of issues

  Quality Teams – As needed – Issue resolution and documentation

  Leadership Team – As needed – Initiative engagements and client health updates

non-negotiable skills:

• Microsoft Excel/PowerPoint/Word/ Outlook
• Computer literacy
• Excellent verbal and written communication and presentation skills highly desirable
• Strong analytical problem solving skill