FBS Operations Execution Analyst

Job Summary

Takes ownership for the execution and change management for medium to large scale strategic and core operational activities within Service Operations. Leads and facilitates large cross-functional teams in the implementation of business solutions affecting employees, customers and agents aligning with the enterprise strategy. Collaborates with cross functional teams and key stakeholders across the enterprise to build effective relationships and lead the delivery of initiatives and implement solutions aligned with the enterprise strategy. Provides business analytics and problem resolution alternatives aimed at the improvement of service, efficiency and quality.

Essential Job Functions

Acts as project lead in the identification and development of business solutions, execution of strategic initiatives, research, analysis and documentation. Leads the execution and change management of medium to large scale strategic and core operational initiatives supporting people, processes, tools, and technology. Supports project execution and change management of large, high-level complex operations projects. Collaborates with stakeholders to execute on projects and core operational initiatives that support strategy within the portfolio. Partners closely with cross functional teams such as Digital, Product, IT and Underwriting to create solutions supporting business objectives. Leads and supports change management execution activities including impact analysis, assessing change readiness and identifying key stakeholders. Collaborates with leadership, including executives, across the enterprise to build effective relationships in an effort to support the delivery of initiatives within the portfolio. Generates key insights that influence business decisions and solutions. Leads business analysis reviews and activities for business units to determine root cause analysis along with impact. Regularly develops and delivers presentations and communications supporting the execution of strategic initiatives and change management. Escalates issues affecting internal operations systems and external customers. Stays current on Service Operations change initiatives, and takes measures to understand and support change. Shares and takes action on research to drive improvements within Service Operations. Makes sound recommendations based on research of new technologies, techniques and tools to support the business. Provides mentorship and guidance to Operations Execution Analyst I. Performs other duties as assigned.

Requirements

SRM - Salesforce - Intermediate (4-6 Years)

MS office tools - Intermediate (4-6 Years)

PowerBI - Intermediate (4-6 Years)

Uniphore - Entry Level (1-3 Years)

Visio and other process mapping tools - Intermediate (4-6 Years)