OPERATIONS ANALYST JOB DESCRIPTION

Every bank reconciliation that closes late, every wire transfer released without verification, every escheatment filing missed — these are the failures an Operations Analyst is hired to prevent. The role owns the daily processing functions that keep a financial institution's transaction environment accurate, compliant, and audit-ready, from ACH settlements and general ledger reconciliations to exception report review and legal request fulfillment. It sits within deposit operations or banking operations units, answering to operations management and serving internal departments alongside external clients. No other role in the unit holds this combination of transaction-level execution authority and cross-departmental advisory responsibility.

As the Operations Analyst, you ensure the accuracy, timeliness, and regulatory compliance of core banking transaction functions, including wire transfer processing, cash reconciliation, and account-level exception handling, for financial institutions operating under federal and state deposit regulations. You work within an operations unit alongside accounting, servicing, and compliance partners, supporting both daily processing cycles and periodic audit and legal response obligations.

Career Impact: Hands-on ownership of deposit operations processing, ACH compliance, and general ledger reconciliation builds the kind of transaction-level depth that advances careers toward Operations Supervisor and Senior Operations roles in regulated banking environments.

Business Impact: When this role performs well, wire transfers clear on time, escheatment filings meet state deadlines, and audit requests are answered with clean documentation — outcomes that directly protect the institution from regulatory penalties and client attrition.

Growth Opportunity: Exposure to asset-based lending collateral analysis, multi-state payroll compliance, and borrowing base structures expands the analyst's functional range well beyond entry-level processing, increasing market value across commercial banking and financial operations.

• Process incoming and outgoing return items across check, ACH, and card service channels to maintain settlement accuracy.
• Verify and release wire transfers in accordance with established policy, performing end-of-day balancing and callback confirmation.
• Prepare reconciliations for assigned general ledger accounts and internal control accounts to support monthly close.
• Monitor dormant accounts and coordinate annual escheatment filings in compliance with applicable state regulations.
• Review and resolve exception reports covering price variance, mobile deposit review, and account-level discrepancies.
• Fulfill internal client requests received through established channels, including stop payments, account transfers, and address changes.
• Identify and escalate potential risk items in client loan support documentation or collateral submissions to operations management.
• Research account and transaction records to respond to audit inquiries and legal requests including levies and garnishments.

• Bachelor's degree in Finance, Accounting, or a related field, or equivalent work experience.
• 2 or more years of banking or financial operations experience, with demonstrated responsibility for transaction processing or reconciliation.
• Working knowledge of deposit operations regulations, including ACH rules, dormancy and escheatment requirements, and general ledger practices.
• Ability to perform account-level reconciliation and resolve discrepancies with accuracy under time constraints.
• Proficiency in spreadsheet applications including formula construction, pivot tables, and data validation.
• Strong written and verbal communication skills for coordinating with internal departments, clients, and external auditors.
• Ability to manage multiple concurrent processing responsibilities while maintaining confidentiality and attention to detail.

• Prior experience in mortgage loan servicing, asset-based lending, or trust operations within a bank or credit union environment.
• Familiarity with multi-state payroll processing and applicable labor contract administration.
• Experience with enterprise banking or HRMS platforms used for payroll validation and query analysis.
• Knowledge of borrowing base structure and collateral eligibility determination under credit agreement frameworks.

• Wire transfer release accuracy rate, measuring adherence to verification and callback procedures before funds movement.
• General ledger reconciliation close rate, tracking the percentage of assigned accounts balanced within the monthly deadline.
• Exception report resolution time, measuring how quickly flagged items are cleared or escalated per service level standards.
• Escheatment filing compliance rate, reflecting on-time submission of annual dormant account reports to state authorities.
• Audit and legal request turnaround time, measuring responsiveness to internal and external documentation requests.
• Typical tools: banking operations platforms (commonly Fiserv or equivalent core banking systems); spreadsheet and reporting software (commonly Microsoft Excel with pivot table and formula capability)

• Base Salary Range: $48,000 to $72,000 annually, varying by institution size and geography
• Bonus: annual performance bonus of 5 to 10% of base salary, where applicable
• Equity: not typical at this level in banking operations roles
• Health Benefits: medical, dental, and vision coverage standard across most financial institutions
• PTO: 15 to 20 days annually, plus federal banking holidays
• Common Perks: Tuition reimbursement, 401(k) with employer match, employee banking benefits

Figures are estimates based on general US market benchmarks and may be outdated. Adjust based on location, company size, and seniority level.

Background check completion, including credit history review where permitted by applicable law, is a condition of employment for this position. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, disability, veteran status, or any other characteristic protected under federal, state, or local law. Reasonable accommodations are available to individuals with disabilities throughout the application and employment process upon request. Candidates must be authorized to work in the United States without sponsorship now or in the future.

The Operations Analyst owns end-to-end deposit operations functions, including wire transfer processing, ACH and card return items, legal request handling, and general ledger reconciliation for a banking institution. Reporting to Deposit Operations leadership, the analyst works across internal departments and serves both internal and external clients to ensure accurate, compliant, and timely processing of all daily banking transactions.

Key Responsibilities

• Incoming and outgoing return items, including check, ACH, and card services.
• Perform daily wire transfer functions including monitoring wire transfer email and end of day closing functions.
• Input, verify, and release outgoing and incoming wire transfers in accordance with policy and procedure.
• Identify clients adhering to guidelines noting in the Client Identification Policy.
• Assist other departments by providing counsel and information related to Deposit Operations policies and functions.
• Complete daily internal client requests received via email including change of address, account transfers, and stop payments.
• Monitor dormant accounts and assist with filing annual escheatment in accordance with the State of Illinois.
• Prepare reconciliations for assigned general ledgers and other internal accounts.
• Review and approve mobile and merchant deposit review exceptions.
• Process legal requests such as levies, garnishments, and subpoena for records.

Required Qualifications

• High school diploma or GED.
• 5 years of banking experience with at least 3 years of deposit operations experience preferred.
• Working understanding of all policies, procedures, and regulations pertaining to Deposit Operations.
• Proficient computer skills including Microsoft Office.
• Good mathematical and problem-solving skills.
• Ability to multi-task and effectively manage time.

Embedded within a user experience design and development agency that serves clients from small business to the Fortune 100, the Operations Analyst identifies operational inefficiencies, produces forecasting reports, manages vendor relationships, and supports recruiting and onboarding to keep the creative delivery engine running smoothly. Working closely with UX, Agile, and Product Managers, as well as marketing and operations strategy teams, the analyst enables consistent, high-quality project delivery across all channels and mediums.

Core Functions

• Identify, manage, and drive efficiency with key operational processes to ensure creative process is optimized.
• Produce forecasting reports that allow for effective planning, assigning, and shifting of resources and services.
• Develop internal processes and procedures.
• Manage vendor scouting, negotiating, and ongoing vendor relationships.
• Partner with UX, Agile, and Product Managers on talent assessments.
• On-board and recruit new employees.
• Manage support and service desk for issues both internally and client facing.
• Work closely with marketing and operations strategy to manage the creative team and troubleshoot issues.

Qualifications and Experience

• 2+ years of experience on an operations team in an agency or in-house company.
• Prior experience in an agency or creative production environment preferred.
• Track record of successfully delivering multiple projects simultaneously across channels and mediums.
• Fluent understanding of the design and creative production process.
• Understanding of resource management reporting and general tools.
• Ability to lead meetings, drive conversations, and resolve conflicts.
• Ability to handle multiple, sometimes conflicting priorities in stride.

Reporting to the operations finance team, the Cash Operations Analyst balances and reconciles cash and depository accounts, prepares wire and ACH transfers, and manages daily check disbursements in a mortgage loan servicing environment. Partnering with internal audit teams and offshore resources, the analyst ensures accurate fund distribution, timely PAT/ACH file transmission, and resolution of business exception items to uphold data integrity and service level agreements.

Primary Duties

• Balance and reconcile various cash and depository accounts and research discrepancies.
• Perform system reconciliation of funds application and subsequent distribution to appropriate bank accounts.
• Develop and monitor processes for draw requests, check disbursement, and stop pay requests.
• Prepare recurring and non-recurring wire and ACH transfers ensuring timely and accurate fund transfers.
• Responsible for timely and accurate transmission of PAT/ACH data files to the appropriate banks.
• Process daily check disbursements and stop payment requests.
• Support business exception processing requests including clearance of suspense, payoffs, and liquidations.
• Research account and transaction records to respond to internal and external audit requests.

Education and Experience

• High school diploma or GED required, Bachelor's degree or minimum 2 years of related experience preferred.
• Previous experience in mortgage loan servicing preferred.
• Basic knowledge of financial terms and principles.
• Intermediate experience in Microsoft Office Suite including Word, PowerPoint, Excel, and Outlook.
• Ability to write routine reports and correspondence.
• Ability to solve problems in standard situations with basic analytical skills.

Sitting at the intersection of financial analysis and business intelligence, the Operations Analyst delivers forward-looking insight by building financial models, owning monthly reporting to business partners, and authenticating segment-level bookings and P and L forecasting across the organization. Operating across Accounting and Operations teams, the analyst enables senior executives and business partners to assess performance risks, plan campaigns, and make resource allocation decisions grounded in accurate, timely data.

Duties

• Facilitate effective Business Intelligence reporting to provide forward-looking insight and decision support.
• Understand and explain internal and external drivers impacting performance and trending.
• Gather and oversee forecasting reports.
• Inspect performance to date and assess potential risks and opportunities.
• Develop financial models and insights on topics such as retention forecasts, campaign planning, and return on investment.
• Own monthly reporting to business partners on financial results and actions required.
• Track monthly and quarterly performance through comparison of actuals versus expectations.
• Work closely with business partners in Accounting and Operations to execute against plans.
• Authenticate routine area and segment-level bookings and P and L forecasting.

Skills and Qualifications

• Bachelor's degree in Finance or a related field.
• Firm understanding of problem solving through statistical analysis or with large data sets.
• Financial planning and analysis experience, with go-to-market experience ideal.
• Strong familiarity with journal entries and monthly account reconciliation.
• Foundational knowledge in analyzing financial statements.
• Business Intelligence reporting tools experience a plus.
• Spreadsheet and ERP system experience preferred.
• Strong communication and interpersonal skills including verbal, written, and listening.

A key member of the global fleet operations team, the Operations Analyst builds scalable tools and processes to maximize courier operational excellence, analyzing metrics and behavioral patterns across multiple cities to identify and implement improvements. Collaborating across local market teams and the tech team to roll out new features and tools, the analyst tracks implementation impact and provides strategic advice to ensure the fleet management process operates at global scale.

Functions

• Perform analysis to generate insights that improve the quality of the fleet across all cities.
• Deep dive into operational metrics and processes to understand behavioral patterns and areas for improvement.
• Own the fleet management process and build scalable solutions and tools.
• Build processes to maximize couriers' operational excellence.
• Provide advice and support to local teams based on understanding of operations model and tools.
• Roll out tools to different markets, adapting them to local needs.
• Track the impact of all new implementations proposed.
• Work closely with the tech team to roll out new features.

Requirements

• Bachelor's degree in Engineering, Maths, or any technological domain.
• 3 years of previous experience in analytics, operations, or a similar role.
• Passionate about analytics with strong problem-solving skills.
• Proficient in Excel, Google Sheets, and SQL, with Python as a plus.
• Professional English proficiency.
• Ability to act as owner for complex projects impacting global strategic business roadmaps.
• Good communication skills with ability to manage various stakeholders.
• Strong drive for continuous improvement.

Accurate, on-time revenue execution across multinational equipment sales depends on the Sales Operations Analyst, who coordinates order acceptance, manages customer shipment communication, and resolves back-order and logistics issues across Sales, Finance, and Factory teams. Serving as the operational backbone for account managers and customer service interactions, the analyst ensures clean quote support, timely import documentation, and compliance with corporate policies to protect revenue outcomes.

Accountabilities

• Provide book-to-install operational support for sales orders and internal orders.
• Coordinate with Sales, Finance, and Factory teams to ensure on-time order acceptance and revenue execution.
• Ensure clean order acceptance based on corporate policies within target days.
• Support account managers to enable clean quotes.
• Communicate with customers to ensure on-time shipment and identify revenue risks.
• Provide documentation support to customers for import logistics and support insurance claims when damage occurs.
• Follow up on back orders and local purchases.
• Provide backup support to other Sales Operations team members.

Experience and Qualifications

• Bachelor's degree from a full-time university required.
• Over 3 years of sales support and order process experience at multinational corporations preferred.
• Equipment sales support experience preferred.
• Knowledge of international trading including export, local requirements, and tender procedures required.
• Proficient in Microsoft Office packages and ERP systems.
• Purchase order review competence including terms and conditions.
• Highly organized with strong coordination and prioritizing skills.

As the Operations Analyst, this role monitors and responds to system error conditions, manages service requests and break and fix activities, and maintains documented procedures to ensure IT infrastructure stability across the organization. The IT operations team relies on this work to deliver consistent uptime, accurate compliance and audit reporting, and the successful rollout of security upgrades and new software, supporting all levels of the organization through proven communication and technical skills.

Activities

• Monitor and respond to system error conditions.
• Manage, execute, log, and report break and fix changes, service requests, and support activities.
• Develop and follow documented processes and procedures to ensure infrastructure systems stability.
• Maintain operational procedures, processes, and scripts.
• Provide usage, performance, service level, compliance, and audit reporting.
• Implement, report, and monitor service upgrades including security fixes.
• Test and support software and hardware upgrades that directly affect their area of expertise.
• Support process, hardware, and software analysis on new technologies.

Technical Qualifications

• Associate's degree in Information Systems or related equivalent work experience.
• 3 - 5 years of experience in supporting IT Infrastructure or Security services.
• 3 - 5 years of experience in adjacent technologies.
• Proven PC skills in Windows XP, Microsoft Word, and Excel.
• Strong customer service skills.
• Proven communication and presentation skills to effectively communicate information to all levels within the organization.

Operations Analyst delivers in-depth statistical analysis and financial evaluation of current and proposed operational unit services, interpreting results and presenting findings to support procedural improvements and departmental decision-making. The work directly supports leadership in assessing program strengths, understanding financial impact, and building operational plans grounded in quantitative analysis and data management systems including SQL.

Operational Focus

• Conduct in-depth statistical analysis and evaluation of current and proposed operational unit services and performance.
• Identify program and service strengths, weaknesses, and financial impact.
• Serve as technical resource in the analysis and evaluation of operational and financial functions related to departmental resources, services, systems, budgets, and programs.
• Interpret and present data analysis results including explanation of statistical and financial techniques used.
• Assist with the development of operational plans, procedures, and systems.
• Review and evaluate current procedures and systems and develop recommendations for improvement.

Position Requirements

• Bachelor's degree in Finance, Economics, or a related field.
• Minimum two years of experience with demonstrated knowledge of applied statistics and financial analysis with a quantitative focus.
• Experience with multiple data management systems including SQL.
• Fluency in English and knowledge of other languages.
• Critical thinking skills and decisive judgment with ability to work with minimal supervi

The Operations Analyst shapes sales operations effectiveness by developing tools and training programs, reporting data investigation results to business leaders, and partnering with marketing on promotional material within the pharmaceutical industry. Reporting to sales and operations leadership, the analyst collaborates cross-functionally across sales planning, vendor management, and incentive program design to drive measurable improvements in sales team performance.

Key Deliverables

• Develop and improve the use of tools and training programs.
• Interact with all levels of the organization and report data investigation results to business leaders.
• Help develop sales training methods.
• Partner with marketing to develop promotional material.
• Maintain communication with vendors regarding business changes.
• Give input and plan employee incentive programs.

Background and Experience

• Bachelor's degree required, MBA is a plus.
• 4+ years of work experience in sales, sales planning, and sales operations.
• Pharmaceutical industry knowledge.
• Excellent problem-solving and analytical skills with ability to work with data.
• Ability to design compensation plans.
• Strong written and verbal communication skills.
• Demonstrated ability to manage multiple projects and deliver results in a cross-functional team.

Embedded within a 24x7 operations center environment, the Operations Analyst performs alert analysis of Wi-Fi managed network equipment, conducts property investigations on active alarms, and dispatches field technicians to minimize customer service interruptions across the HFC network. Working closely with L2 support teams and fix agents under direct supervision, the analyst documents network events, stages severity levels, and escalates issues to maintain continuous network visibility and customer experience quality.

Role Responsibilities

• Perform basic troubleshooting and create tickets from active alarms.
• Conduct investigations of property equipment as monitoring alarms are received.
• Stage severity levels based on alert investigations.
• Use all available monitoring equipment to proactively identify area problems.
• Escalate to L2 and notify and dispatch technicians to the site.
• Perform surveillance of Wi-Fi network using applicable systems, telemetry, alarms, topology, and tools to identify network outages.
• Acknowledge impairment alarms and perform basic to intermediate troubleshooting, analysis, and correlation of network alarms.
• Perform notification and communication of network events using established protocols and support systems.
• Identify, document, and internally escalate issues related to groups outside the CSRC.

Knowledge Skills and Abilities

• High school diploma or equivalent.
• 1+ years of 24x7 operations center experience.
• 1+ years of cable or telecommunications experience including field ops, HFC plant troubleshooting, or maintenance tech.
• 1+ years of NOC, dispatch, call center, or help desk support experience.
• Certification in telecommunications or IT emphasis preferred.
• Knowledge of HFC network concepts, DOCSIS, and end-user support principles.
• Knowledge of managed Wi-Fi tools with basic troubleshooting ability.
• Ability to write routine reports and correspondence outlining specific trends in the HFC network.

Reporting to payroll management, the Operations Analyst ensures accurate processing and recording of a large company payroll by managing all PeopleSoft HRMS functions, validating payroll reports, and applying labor contracts for multiple work groups in compliance with Federal, State, and Local requirements. Partnering with high-level internal and external contacts across the organization, the analyst drives process improvements and workflow efficiency to deliver timely, confidential payroll outcomes at scale.

Job Functions

• Manage and process all PeopleSoft payroll functions for a large payroll consistent with Federal, State, and Local requirements.
• Run queries and analyze data from PeopleSoft using pivot tables and lookups.
• Validate payroll summary, payroll registers, and other payroll reports.
• Plan, develop timelines, address issues, and identify solutions.
• Understand and apply applicable labor contracts for various work groups.
• Review and test changes to PeopleSoft and time and attendance systems.
• Work closely with high-level internal and external contacts in reviewing, compiling, and processing sensitive payroll data.

Education and Experience

• College education, degree, or equivalent work experience.
• Bachelor's degree in Finance or Accounting preferred.
• 2 - 3 years of payroll experience in a processing environment.
• Multi-state payroll knowledge.
• Proficiency with Microsoft Office products, particularly Excel.
• Experience processing payroll in PeopleSoft preferred.
• High level of initiative with strong detail orientation and analytical skills.
• Ability to maintain confidentiality in all aspects of the job.

Sitting at the intersection of contract management and pricing strategy, the Operations Analyst reads and interprets written contracts, implements price and rebate terms in systems, and runs trend analysis and ad hoc reports on behalf of franchise teams in a SOX-governed environment. Operating across customers, franchise contract teams, distributors, and wholesaler personnel, the analyst resolves price and rebate discrepancies and adapts quickly to department changes to protect revenue accuracy and client satisfaction.

What You'll Do

• Read, interpret written contracts, and implement price and rebate terms in systems.
• Develop, create, and run reports from varying systems in support of pricing strategies.
• Follow all SOX guidelines and department policies and procedures.
• Perform trend analysis and analyze and interpret data and reports.
• Research problems of broad scope including sales, payments, customer structure, and product structure.
• Demonstrate analytical and communication skills to interact with customers, franchise contract teams, distributors, and wholesaler personnel.
• Provide support in troubleshooting and resolving price or rebate discrepancies.
• Provide ad hoc reports as per customer and franchise needs.

Professional Experience

• Bachelor's degree required.
• Minimum 4 years of relevant work experience preferred.
• Data analytics experience and troubleshooting skills required.
• Experience with data analysis and manipulation software required.
• Experience with ICS and CORE preferred.
• Tableau or Master Data Management system experience a plus.
• Microsoft Excel proficiency including VLOOKUPS and pivot tables.
• Strong collaboration, organizational, and time management skills.

A key member of the asset-based lending operations team, the Operations Analyst performs accounts receivable and inventory analysis to determine eligible client collateral, identifies risk items in loan support documentation, and extracts and uploads client report data across multiple lending lines of business. Collaborating across internal servicing partners and business relationship leaders, the analyst applies full working knowledge of operations environments gained through 2 to 4 years of experience to support accurate, compliant collateral management.

Day-to-Day Responsibilities

• Perform accounts receivable and inventory analysis supporting asset-based lending loan portfolios.
• Determine eligible client collateral in accordance with credit agreements.
• Review and understand client trends in relation to accounts receivable, accounts payable, and inventory collateral levels.
• Identify and escalate potential risk items in client loan support documentation.
• Communicate analysis effectively to business partners and clients.
• Extract, format, and upload client report data for multiple lending lines of business.
• Review client file submissions for completeness and assess file format for predetermined requirements.
• Coordinate the receipt of missing or incomplete documentation with internal servicing partners.
• Create and update formulas within data extraction tools used to upload client files to the analytical application.

Minimum Qualifications

• 2 - 4 years of experience in an operations environment.
• Experience with general ledger or accounting practices.
• Knowledge of asset-based lending and borrowing base structure.
• Knowledge of Monarch Pro and Microstrategy reporting.
• Proficient in Excel including understanding of Excel formulas.
• Data mining skills with ability to identify key data points and isolate for further analysis.
• Ability to manage multiple and sometimes competing priorities independently.
• Clear and concise written and verbal communication skills.

Protecting national security information and US interests depends on the Operations Analyst, who conducts and presents counterintelligence programs of instruction, processes passage material for DoD approval, and assesses foreign intelligence threats using all-source analytic research under DoD authorities. Serving as the focal point for nominated material coordination and working alongside CI investigation and collection teams, the analyst builds and delivers CI strategies that directly counter espionage, insider threats, and international terrorist activity.

Scope of Work

• Conduct, develop, produce, and present programs of instruction in specified collection operations tactics, techniques, and procedures.
• Support processes relevant to human intelligence and technical intelligence operations under DoD authorities.
• Process passage material for approval, disapproval, or conditional approval and document decisions.
• Serve as focal point for coordination of nominated material and ensure compliance with processing requirements.
• Identify, monitor, and assess foreign intelligence efforts attempting collection of sensitive national security information on US persons, activities, and interests.
• Apply understanding of foreign intelligence capabilities and counterintelligence tactics, techniques, and procedures for in-depth analytic research and production.

Experience and Qualifications

• Degree in Intelligence or a related field.
• Must be a graduate of a Military Counterintelligence Certifying Course or Intelligence Community equivalent.
• Minimum 8 years of experience as a CI Specialist with specific experience supporting CI investigations, operations, and collections.
• Must successfully complete a counterintelligence-scope polygraph examination with No Deception Indicated on a pre-appointment and periodic basis.
• Experience supporting US Indo-Pacific Command or its subordinate elements preferred.
• Ability to effectively present information in one-on-one and small group situations to customers, clients, and employees.

As the Operations Analyst, this role serves as the primary point of contact for distribution operations across multiple logistics centers and US customer service teams, coordinating transportation carriers, delivering ad-hoc analytics, and participating in weekly, monthly, and quarterly operations and carrier business reviews. The supply chain and market transport teams rely on this work to drive process improvements, support Pfizer customer shipment success, and advance new technology opportunities across freight audit, compliance, and logistics center operations.

Work Activities

• Work directly with site colleagues to ensure transportation carriers and processes successfully support the logistics centers.
• Drive process improvements with site colleagues and provide scheduled and ad-hoc transportation reporting and analytics.
• Participate in weekly, monthly, and quarterly site operations and carrier business reviews.
• Work directly with customer service colleagues to ensure transportation carriers and processes successfully support Pfizer customers.
• Provide scheduled and ad-hoc reporting and analytic support to customer service teams.
• Support new technology opportunities and provide tactical data and systems support.
• Provide ad-hoc project management and analysis for reporting requests across market transport capabilities.

Qualifications and Experience

• High school diploma or equivalent with 8 years of relevant experience, or associate's degree with 6 years, or bachelor's degree with 3 years, or master's degree with 1 year of experience.
• Experience with transportation management, warehouse management, supply chain, and ERP systems.
• Knowledge of operational excellence methodologies including Six Sigma and Lean.
• Strong analytical skills with proficiency in MS Office Suite and database mining.
• Strong project management, communication, presentation, and data analysis skills.
• Comfortable managing supplier relationships and working in cross-functional teams.

Operations Analyst monitors all workflow queues across QForms, SharePoint, and email, reviews exception reports including price variance and stale price, and trains internal customers on system and process changes within a financial services or banking environment. Success in the position means recognizing abnormal processing conditions quickly, following escalation procedures to meet service levels, and identifying tools or technology that continuously improve processing efficiency and accuracy.

Performance Expectations

• Monitor all workflows and request queues including QForms, SharePoint, and email and respond within defined service level standards.
• Analyze issues and systems on an ongoing basis to determine when changes to practices are required.
• Review and analyze the unit's various exception reports such as price variance, stale price, and setup exception reports.
• Recognize abnormal processing conditions and determine appropriate actions required to resolve issues and complete processing.
• Follow escalation procedures when appropriate to resolve processing and user problems to meet service levels.
• Communicate systems updates and process changes and train internal customers on new systems or procedures.
• Identify new tools, technology, or processes that improve the overall processing environment or efficiency.
• Provide monthly, weekly, or ad-hoc reports for management.
• Participate with team members in reviewing and assessing current practices and procedures.

Skills and Qualifications

• High school diploma or GED.
• Associate's or bachelor's degree or equivalent combination of education, training, or work experience preferable.
• 1 year of experience in financial services or banking.
• Proficient in basic office equipment and applications specific to trust systems and processes.
• Strong problem-solving, time management, organizational, and data entry skills.
• Attention to detail with ability to multi-task and adjust schedules to meet deadlines.
• Ability to maintain confidentiality and communicate effectively verbally and in writing.

The Operations Analyst delivers underwriting operational support across the North America region by setting up new business, preparing renewal policies and Workers' Compensation notices, and handling complex submission clearance through applicable insurance systems at the Charlotte, NC office. Working alongside underwriting assistants, underwriters, managers, brokers, and vendors, the analyst enables accurate policy processing, clean data quality, and compliant audit documentation to support the full underwriting lifecycle.

Core Responsibilities

• Provide technical and administrative support to underwriting units including new business set up, renewal policy preparation, and various policy notices.
• Review, order, and set up miscellaneous reports needed in the rating and underwriting process.
• Set up ImageRight and shared drive files and folders.
• Prepare Workers' Compensation posting notices for various states.
• Generate new business policy number assignments.
• Handle complex or escalated new business submission clearance and conflicts through applicable systems.
• Compile data utilizing various sources and tools and investigate data quality issues.
• Train contingent workers and vendors on processes.
• Gather necessary underwriting information and documentation for state specific and financial audit requests.

Required Qualifications

• 1+ years of experience in an underwriting support or other insurance support position.
• College degree preferred but not required.
• Experience with Microsoft Word, Excel, and ImageRight.
• Experience with Guidewire, Cognos, or other insurance systems a plus.
• Strong time management skills and attention to detail.
• Highly organized with ability to handle multiple priorities.
• Adaptability to changing procedures and growing environments.

Embedded within an operations analytics team that spans Fulfillment, Logistics, Dry Ice, Packaging, and Warehousing functions, the Operations Analyst completes ad-hoc and longer-term analysis, builds and improves reporting tools, and supports automation of manual data collection to drive measurable improvements in delivery experience and network cost. Working closely with a broader group of analysts and data scientists across all parts of the business, the analyst communicates strategic findings to operations partners in clear, action-oriented formats that enable immediate, tangible impact.

Areas of Ownership

• Complete ad-hoc and longer-term analysis and communicate clear and actionable results.
• Support proactive monitoring of the operations network to identify and execute opportunities to increase quality and decrease cost.
• Develop and improve day-to-day reporting tools.
• Support the operations team in automating manual data collection.
• Build, deliver, and communicate strategic work to business partners with analysis focused on actions and takeaways.

Technical Qualifications

• 1+ years of relevant work experience.
• Proficient in SQL with advanced Excel skills.
• Experience with Microsoft Azure, Databricks, and PowerBI.
• Experience in consumer products, DTC ecommerce, or subscription model businesses preferred.
• Ability to summarize sophisticated analysis and test results into digestible, practical information.
• Ability to work well independently and in a team environment.