Operations Support Professional (Hybrid: Waverly, IA)

TruStage • Waverly, IA

23h • Hybrid

About The Position

The Operations Support Professional supports operational teams with day-to-day needs and departmental support for new capabilities and programs. The role bridges front-line support and professional staff, monitors operational trends, troubleshoots routine and complex issues, and helps achieve business objectives. It requires problem-solving, collaboration, and the ability to work autonomously within established procedures.

The position serves as a subject matter expert in work processes, handles escalated service issues as needed, and supports contracted partners. It works with execution teams on changes, requirements, system issues, documentation, and process improvements. The role also leads initiatives and department-wide projects, analyzes operational data, conducts audits, supports training and meetings, and communicates changes and other relevant information to the department.

Development in this role has a strong emphasis on Lean and Six Sigma, including Green Belt certification. The position is hybrid in Waverly, Iowa. A resume is required to apply.

Requirements

• High school diploma or equivalent work experience.
• Four to five years of related professional experience.
• Demonstrated analytical and effective problem-solving skills.
• Demonstrated knowledge of business systems and processes, product lines, and company operations.
• Proven ability to work as part of a team and collaborate with diverse groups.
• Ability to communicate clearly and precisely at all levels, both in writing and verbally.
• Ability to adapt to new situations and changes in direction.
• Ability to organize and prioritize, with demonstrated success managing multiple competing priorities.
• Ability to apply sound judgment and make effective decisions.
• Intermediate technical and computer skills, including MS Word, Teams, Excel, PowerPoint, SharePoint, and other remote collaboration tools.

Nice To Haves

• Annuity product experience, including a strong understanding of business processing, policy or contract administration, and ongoing servicing activities.

Responsibilities

• Serve as a subject matter expert in work processes or activities and perform the work being led on an as-needed basis, less than 10% of the time.
• Handle highly escalated service issues as needed.
• Promote and maintain a positive, professional image of TruStage.
• Assist in managing contracted partners, including supporting contracted staff, responding to questions, managing the education mailbox, and handling ad hoc partner performance analyses and data requests.
• Serve as the primary point of contact for execution teams by attending Sprint Reviews, communicating changes and updates, and escalating decisions to senior leaders when needed.
• Lead small- to mid-size department-wide initiatives.
• Own and maintain process and procedure documentation, partnering with execution teams on business requirements for new processes.
• Assist with system issues and coordinate with the IT liaison.
• Gather and analyze data, identify trends and problems, and generate solutions to improve team performance.
• Conduct audits of procedural compliance, system utilization, and performance metrics.
• Investigate and resolve customer, team, and departmental issues.
• Plan, coordinate, and conduct meetings to develop operational procedures and provide ongoing team training as needed.
• Support functional projects and system enhancements, including design, implementation, refinement, testing, and outcome reporting.
• Manage department-wide projects such as problem-management resolution, deep-dive assessments, and potential front-line staff upskilling opportunities.
• Track and monitor implementation impacts and work with execution teams to improve operational outcomes.
• Identify, recommend, and implement process changes to improve the customer experience, and support ownership, implementation, and adoption of changes.
• Create department-ready communications and other deliverables, and inform the team of changes and other pertinent information.
• Act as a change champion for new policies, procedures, and information.
• Support dissemination of corporate-wide and location-specific communications onsite.
• Plan, coordinate, and conduct meetings as needed.

Benefits

• Medical insurance
• Dental insurance
• Vision insurance
• Employee assistance program
• Life insurance
• Disability plans
• Parental leave
• Paid time off
• 401(k)
• Tuition reimbursement
• Potential eligibility for an annual incentive (bonus) plan
• Flexible workplace supporting work-life balance, career growth, and retirement assistance

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED