Associate Manager, Business Analyst

Business Processing Solutions•Philadelphia, PA

5d•$62,000 - $72,000•Remote

About The Position

The Associate Manager, Business Analyst is responsible for overseeing client-facing operational analysis, system support, and process optimization initiatives that ensure contractual performance, service excellence, and operational integrity. This role serves as a key liaison between clients, internal departments, and technology teams to manage escalations, coordinate system enhancements, support payment processing operations, and lead client-driven projects. The position blends business operations analysis with systems expertise, ensuring that client obligations are met through strong reporting, troubleshooting, documentation, and cross-functional collaboration. This role operates with limited supervision and manages initiatives that impact client performance, regulatory compliance, and operational continuity.

Requirements

Experience in business operations analysis, payment processing, lockbox operations, or client support environments.
Experience managing customer or client escalations and presenting findings to leadership.
Experience supporting or configuring document imaging, case management, or payment processing systems.
Knowledge of system integrations and process workflow design.
Experience with reporting tools and ability to analyze performance metrics.
Strong understanding of business process documentation and requirements gathering.
Proficiency in Microsoft Office applications including Word, Excel, Outlook, and PowerPoint.
Experience with Databricks, API, Confluence, JIRA.
Strong analytical, problem-solving, and critical thinking skills.
Excellent written and verbal communication skills.
Ability to manage multiple priorities and projects simultaneously.
Strong collaboration skills with the ability to work across technical and operational teams.
Ability to work independently with minimal supervision.
Professional judgment and discretion when handling sensitive client or operational information
Ability to take operational requirements and translate into technical terms.
Detailed oriented and naturally inquisitive.
High School Diploma or GED from an accredited institution required.
3-5 years of experience in business operations and system expertise along with client-facing operational analysis, system support, and process optimization.

Nice To Haves

Ability to create queries and analyze data results preferred.
Some travel is required.
Bachelor’s degree in Business Administration, Information Systems, Finance, or related field preferred.
3-5 years of experience in transportation, financial services, parking, tolling, or permitting.

Responsibilities

Serve as a primary point of contact for assigned clients, partnering with client leadership and internal stakeholders to ensure timely resolution of operational and customer issues.
Coordinate and manage client escalations, exception handling, and special account cases requiring detailed research and cross-functional collaboration.
Oversee preparation and delivery of operational and performance reports, including key performance indicators, financial statistics, and status updates on active projects.
Monitor performance trends and contract deliverables to ensure compliance with client agreements and service expectations.
Document recurring issues, identify root causes, and recommend process or system enhancements to prevent future occurrences.
Support and maintain business systems including document imaging, case management, payment processing, and correspondence platforms, ensuring proper integration and functionality.
Troubleshoot hardware and software issues in collaboration with Information Technology and operational teams to minimize service disruptions.
Lead user acceptance testing and validation efforts related to system upgrades, enhancements, and client modifications.
Configure systems and workflows to meet client contractual requirements and evolving business needs.
Develop and implement payment processing solutions and support file layout changes, data integrations, and reporting requirements.
Coordinate new client onboarding efforts, including documentation of business rules, system configuration, process mapping, and cross-departmental implementation support.
Build and maintain documentation for business processes, reporting methodologies, and system workflows.
Collaborate with Finance, Operations, Collections, and Technology teams to ensure alignment of reporting, compliance, and service delivery standards.
Support business continuity planning efforts, including documentation and coordination of business resumption and impact analyses.
Analyze operational inefficiencies, system error trends, and workflow gaps to recommend improvements that enhance accuracy and productivity.
Address user access and security requests in accordance with company and client standards.
Represent the organization in a professional and ethical manner when interacting with clients, consultants, and internal partners.
Support special projects and strategic initiatives as assigned by leadership.