SENIOR ANALYST, FINANCE

OVERVIEW

The Operations Analyst is the day-to-day finance partner for an assigned portfolio of CES programs,

clients, and sites. The role maintains a reliable financial view through gross margin and EBIT, ensures

accurate and timely invoicing, explains performance using operational drivers, and gives operational

leaders actionable insight. Analysts work as a pooled team under their regional Finance Business

Partner, with assignments balanced for revenue, complexity, location, billing effort, and stakeholder

needs.

RESPONSIBILITIES

1. Financial Management Through EBIT

Maintain program- and site-level actuals, forecasts, budgets, and outlooks for revenue, direct labor,

delivery costs, site expenses, gross margin, and EBIT.

Support the monthly close by validating results, preparing or coordinating accrual and

reclassification support, reconciling operational and financial data, and resolving queries and

concerns with Accounting.

Explain gross-margin performance using measurable drivers such as volumes, price, mix,

attendance, productivity, B2P, occupancy, wage rates, overtime, training, nesting, shrinkage, and

other delivery inputs.

2. Forecasting, Planning, and Scenario Analysis

Build driver-based forecasts and budget inputs for assigned programs and sites using approved

financial and operational assumptions.

Refresh outlooks when client volumes, staffing inputs, pricing, wage rates, launch plans, or delivery

conditions change materially.

Model scenarios and sensitivities that help operating leaders evaluate corrective actions and trade

offs.

Flag unsupported assumptions, emerging trends, and potential forecast bias early to the Finance

Business Partner and accountable operational leader.

Receive and financially translate approved workforce and capacity inputs from Workforce

Management.

Reconcile workforce assumptions to financial forecasts and identify inconsistencies, missing drivers,

or unexplained changes.

Challenge inputs when they do not align with financial results, contractual commitments, or

observed operating trends.

Escalate unresolved gaps jointly to the Finance Business Partner and appropriate Workforce

Management or operational leader.

3. Operational Insight and Stakeholder Partnership

Deliver concise, decision-oriented analysis to program, site, and regional leaders; focus on root

causes, financial impact, recommended action, and expected timing.

Prepare recurring program financial reviews and follow up on agreed actions until resolved or

formally reforecast.

Connect financial performance to operational measures and identify opportunities to protect

revenue, improve delivery efficiency, and expand gross margin.

Escalate material issues involving performance, data quality, contractual interpretation, billing, or

control breakdowns.

4. Client and Commercial Support

Maintain working knowledge of assigned contracts, pricing schedules, billing rules, minimum

commitments, pass-through items, service changes, and relevant performance provisions.

Provide financial analysis for client discussions, change requests, renewals, program launches,

remediation plans, and operational business cases.

5. Invoicing and Revenue Assurance

Prepare or coordinate complete, accurate, and timely invoices for assigned programs in accordance

with contract terms, approved pricing, and period cutoffs.

Reconcile billed amounts to operational source data and the financial outlook; document approvals,

adjustments, credits, unbilled items, and exceptions.

Track invoice status, disputes, credits, and recurring root causes, partnering with the appropriate

teams to accelerate resolution.

Maintain auditable invoicing workpapers and backup coverage for critical billing cycles.

AI, Automation, and Data Responsibilities

Use standardized data models, dashboards, and automated workflows as the primary source for

recurring analysis; identify manual processes suitable for improvement.

Partner with the Automation Analyst as the finance process owner: define requirements, test

outputs, document exceptions, and confirm that controls and reconciliations remain effective.

Use AI-assisted tools for anomaly detection, variance exploration, forecasting support, and draft

narratives while independently validating material conclusions against approved source data.

Develop reproducible analysis rather than one-time spreadsheets, with clear sources, assumptions,

logic, ownership, and refresh cadence.

QUALIFICATIONS

• Bachelor's degree in finance, accounting, economics, business analytics, or a related field, or

equivalent relevant experience.

• Typically 3-6 years of experience in FP&A, operational finance, commercial finance, accounting,

revenue assurance, or business analytics.

• Demonstrated ability to build forecasts, reconcile financial and operational data, perform variance

analysis, and communicate clear conclusions.

• Strong spreadsheet capability and working knowledge of business-intelligence tools; experience

with automation, data transformation, or AI-assisted analysis preferred.

• Experience in BPO, contact center, outsourced services, or another labor-intensive service

environment strongly preferred.

• Ability to manage multiple clients or programs, meet close and billing deadlines, and maintain

accuracy under changing operating conditions.

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