Operations Excellence Analyst
About The Position
The Operations Excellence Analyst supports business-led process improvement, documentation, performance analysis, and business use-case definition for automation and Copilot initiatives across insurance operations. Primary focus areas include billing, collections, underwriting support, and policy administration. This role is execution-oriented and focused on operational clarity and business requirements. The analyst partners with Operations, Underwriting, Technology, and other key functions teams to define business workflows, rules, controls, and success criteria that enable efficient and compliant solution delivery within a regulated insurance environment.
Requirements
- Bachelor’s degree in Business, Finance, Operations, Information Systems, or a related field.
- 1–4 years of experience in operations, process improvement, analytics, or consulting.
- Strong analytical and problem-solving skills with attention to detail.
- Experience with process mapping and documentation techniques (SIPOC, swim lanes, RACI).
- Proficiency in Excel; exposure to Power BI, Tableau, or similar tools preferred.
- Interest in automation and AI-enabled operational solutions from a business perspective.
- Strong written and verbal communication skills.
Responsibilities
- Document end-to-end operational processes using SIPOC, swim lanes, and RACI methodologies.
- Define current-state and future-state business workflows, decision points, and exception handling.
- Identify inefficiencies, rework drivers, control gaps, and handoff risks.
- Maintain process documentation and ensure accuracy, consistency, and version control.
- Analyze operational metrics including cycle time, backlog, aging, error rates, and SLA performance.
- Prepare reports, dashboards, and insights for Operations and leadership.
- Support root-cause analysis and quantify operational and financial impacts.
- Track and report benefits realization from process improvement and automation initiatives.
- Define business use cases for automation and Copilot solutions, including tasks, workflows, business rules, and success criteria.
- Document required inputs, expected outputs, exception scenarios, and human-in-the-loop controls.
- Support business acceptance testing and validation of delivered solutions.
- Partner with Technology and Automation teams to ensure solutions align with defined business requirements and governance standards.
- Support Lean and continuous improvement initiatives across operations.
- Assist in the development and maintenance of SOPs, job aids, and training materials.
- Support change impact assessments and operational readiness activities.
- Participate in pilots and proof-of-concept initiatives.
- Document business controls and operational evidence requirements.
- Support audit, risk, and compliance remediation tracking.
- Ensure process changes align with regulatory, governance, and data usage standards.
Benefits
- Comprehensive medical, dental, and vision coverage
- 401(k) with a generous employer match and profit-sharing contribution
- Wellness incentive program
- Life and accidental death and dismemberment (AD&D) insurance
- Flexible spending programs
- Short-term and long-term disability plans
- Paid time off program
- Paid charitable leave
- Paid parental leave
- Tuition reimbursement program
- Personal insurance (auto/homeowners) discounts
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
