Analyst, Operations Policy and Procedure

Upgrade•Atlanta, GA

6h•Hybrid

About The Position

We are looking for a Policy & Procedure Analyst to join our team in Atlanta. This person will own the research, writing, and editing of professional quality process and job guide documentation that establishes standard procedures across our operational teams in a financial services environment.

Requirements

2+ years of experience directly related to procedural documentation and content creation
Bachelor's degree required
Formal writing or technical procedural writing experience required
Exceptional verbal and written communication skills
Financial services regulatory and compliance knowledge
Experience in a startup, fintech, or fin-serv call center environment
Sense of ownership and responsibility towards troubleshooting issues and solutions with a self-motivation to accept and complete tasks
Highly organized individual with the ability to effectively balance a high volume of tasks of varying degrees of complexity, urgencies, and topics
Expert proficiency with Google Suite and Microsoft Office
Experience using Atlassian tools and platforms, including Confluence and Jira
Ability to thrive in an intense, do-it-yourself, start-up environment that has a fast pace and continuous change with ease and comfort
Ability to react with appropriate levels of urgency to situations and events that require quick response or turnaround and ability to switch gears at a moments notice
Ability to complete a high volume of tasks and projects with little or no guidance on time management and work organization
Ability to maintain a high level of integrity

Responsibilities

Own the research, writing, and editing or professional quality process and job guide documentation that establishes standard procedures across our operational teams in a financial services environment
Own and audit the internal knowledge base responsible for equipping our teams with program knowledge, procedures, and reference guides
Understand and operate within existing change management requirements, often in varying time constraints and levels of details
Demonstrate the ability to execute the translation of high-level conceptual information and ideas to written material that is thorough and thoughtful for the intended audience
Operate within and actively contribute to a growing and structuring program with a mentality towards resolutions, improvements, and increasing structure to the program appropriately over time
Serve as a subject matter expert on operational procedure and processes, advising leadership through sound decision-making on process optimization or areas of risk
Serve as an experienced individual contributor on the Home Improvement operations team, leading by example, displaying a high level of ownership, and mentoring others
Interact and proactively communicate with varying levels of department and operations leadership to ascertain areas of need or improvement in the program