Client Operations Analyst

NFP•Los Angeles, CA

3d•Onsite

About The Position

This role is responsible for managing and supporting client transitions and reassignments to ensure a seamless, accurate, and client-centric experience. It combines analytical evaluation, data integrity, and operational coordination to align clients with appropriate Relationship Managers, maintain accurate system records, and guide stakeholders through the transition lifecycle. The position also contributes to process optimization, reporting, and communication efforts, helping enhance operational efficiency, reduce friction, and support consistent, high-quality service delivery.

Requirements

2+ years of experience in business operations, administration, or a similar role
Can effectively navigate within CRM and various carrier platforms
Strong organization skills and high attention to detail
Thorough, accurate, and reliable when performing and completing job tasks
Can define and explain the various steps in our processes
Capacity to solve problems while considering impact to client and firm
Microsoft office skills (Outlook, Word, Excel and PowerPoint)
Basic knowledge of process improvement methodologies (e.g., Lean, Six Sigma)
Work effectively with others to drive results
Manages time well to accomplish work tasks within established deadlines
Is flexible and open minded
Strong communication, interpersonal and negotiation skills
Dedicated to exceeding internal and external client expectations
Works effectively under pressure
Has a strong sense of urgency about solving problems and getting work done
Embraces technology with optimism and positivity
Ability to work in a team environment
Views problems as opportunities to improve processes and make things better
Use good judgment to accomplish work assignments without compromising the firm’s integrity
Demonstrates a high level of dependability in all aspects of the job
Cope with change with optimism and positivity
Behaves in a way that leads others to trust him/her
Willingly assist others who may need assistance with their day to day
Takes responsibility and accountability
Demonstrate openness to new organizational structures, procedures, and technology
Effectively contribute to the work of the team
Previous experience in customer service, operations, or in an admin position

Nice To Haves

Presents an appropriate professional appearance and demeanor with team members and clients (Internal and/or external)

Responsibilities

Execute Client Transitions & Reassignments: Evaluate client reassignment scenarios (e.g., advisor departures, retirements, book realignments) and recommend assignment approaches based on established firm guidelines. Analyze and match clients with Relationship Managers, carefully considering advisor experience, licensing, program participation, and product expertise. Review existing insurance and investment book of business to facilitate thoughtful, seamless transitions for the client. Brief receiving Relationship Managers on transition expectations, timelines, and client engagement strategies; serve as the primary point of contact throughout the transition lifecycle.
Data Management & Systems Administration: Compile, audit, and validate client and household data from CRM platforms and internal databases to ensure absolute data integrity prior to reassignment. Update and maintain accurate records across core Mosaic & Advisor 360 systems. Assist with departmental data analysis, tracking, and reporting to provide visibility into transition metrics and general business operations.
Operational Process Support & Optimization: Collaborate with operations management to maintain, optimize, and streamline departmental workflows and procedures. Assist in the development and implementation of new operational processes to improve efficiency and reduce friction. Maintain comprehensive, accurate records and documentation related to daily business operations and historical transition data. Troubleshoot system or process bottlenecks independently, escalating complex issues to leadership with proposed solutions.
Communications & Material Development: Support the creation, dissemination, and centralized storage of vital departmental information and updates. Assist in crafting and editing operational templates, sophisticated PowerPoint decks, and other communication materials for stakeholder use. Partner with Marketing to support the development and distribution of clear client communications, such as departure announcements and timeline communications.
Meeting, Event, & Administrative Support: Coordinate logistics, planning, and scheduling for departmental team events, committees, and internal meetings. Prepare comprehensive meeting materials, including invitations, structured agendas, decks, and detailed meeting notes. Drive post-meeting momentum by tracking action items and assisting with follow-up execution. Provide general administrative and task-management support to team members, including maintaining and updating internal departmental web pages/intranet content. Adapt readily to support special projects and strategic operational initiatives as needed.