Job Title: Operations Lead Analyst Location: 100% Remote Job Duration: 14 months (possible extension or conversion)
Shift: 8am-5pm CST
Job Summary:
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.
Product 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
Skills:
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.
Numbers & Facts
Location
TBD, MO (Remote)
Skills
Administrative Skillsunmatched
Analysis Skillsunmatched
Communication Skillsunmatched
Computer Skillsunmatched
Cross-Functionalunmatched
Customer Retention/Renewalunmatched
Customer Support/Serviceunmatched
Documentationunmatched
Leadershipunmatched
Mentoringunmatched
Microsoft Excelunmatched
Microsoft Outlookunmatched
Microsoft PowerPointunmatched
Microsoft Wordunmatched
Offshoringunmatched
Operational Auditunmatched
Presentation/Verbal Skillsunmatched
Problem Solving Skillsunmatched
Process Developmentunmatched
Regulatory Complianceunmatched
Riskunmatched
Sales Managementunmatched
Service Level Agreement (SLA)unmatched
Standard Operating Procedures (SOP)unmatched
Systems Administration/Managementunmatched
Time Managementunmatched
Training/Teachingunmatched
Writing Skillsunmatched
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