Lead Business Intelligence & Oper. Analyst

Metlife Legal Plans• US,

1h•Hybrid

About The Position

The Business Intelligence and Operations Analyst plays a vital role in supporting the organization’s products and services by overseeing key business functions, including billing, reporting, financial analysis, and customer inquiry management. This role is responsible for ensuring efficient financial operations, accurate data management, and high service standards for supporting internal and external stakeholders. Success in this position requires strong analytical capabilities, exceptional attention to detail, and a customer‑focused approach that drives operational excellence and client satisfaction.

Requirements

Bachelor’s degree with 3–5 years of professional experience in business intelligence, operations analysis, financial analysis, client support, or a related analytical role.
Strong analytical skills with the ability to analyze complex data sets, identify trends, and translate insights into clear, actionable business recommendations.
Proficiency in Excel and experience using business intelligence or data visualization tools such as Tableau.
Demonstrated ability to manage multiple priorities, meet deadlines, and maintain a high level of accuracy in a fast‑paced, dynamic environment.
Strong written and verbal communication skills, with the ability to present data and insights clearly and professionally to diverse stakeholders and clients.
Proven ability to collaborate effectively with cross‑functional teams and influence outcomes without direct authority.
Experience supporting operational decision‑making, performance reporting, or client‑facing analytical requests.
High level of professionalism, sound judgment, and personal integrity.
Flexibility and adaptability in response to shifting priorities, timelines, and business needs.

Nice To Haves

Experience with process improvement initiatives, operational optimization, or project‑based analytical work.
Familiarity with project management concepts or continuous improvement methodologies.

Responsibilities

Serve as the primary point of contact for customer, vendor, and stakeholder inquiries related to sales, billing, reporting, technical issues, and process execution, delivering prompt, accurate, and professional support in alignment with established policies, procedures, and service-level agreements.
Build and maintain strong, collaborative relationships with internal and external stakeholders, partnering cross-functionally with teams such as operations, sales, IT, and finance to resolve issues, address challenges, and enhance overall service delivery.
Diagnose, troubleshoot, and resolve complex product, service, and technical issues by performing root cause analysis, implementing effective solutions, and managing prioritization, coordination, and escalation to specialized or advanced support teams as needed.
Document customer interactions, issues, resolutions, and outcomes in designated systems to ensure continuity, compliance, data integrity, and visibility across teams.
Analyze recurring inquiries and service issues to identify trends, provide recommendations, and contribute to continuous improvement efforts, including process enhancements, system improvements, and stakeholder education.
Create, maintain, and distribute recurring and ad-hoc reports for internal teams and external stakeholders, ensuring accuracy, consistency, and timeliness of all reporting outputs.
Analyze reporting and operational data to identify trends and insights that support operational performance monitoring and strategic decision-making.
Prepare and review financial reports related to billing and revenue, ensuring alignment with contractual terms and organizational standards.
Review and approve invoices to confirm accurate billing and compliance with customer contracts.
Analyze financial data to identify trends, variances, and opportunities for improvement, providing data-driven insights to support business leaders and inform strategic decisions.