Operations Support Professional (Hybrid: Waverly, IA)

TruStage•Waverly, IA

2d•$63,300 - $95,000•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 needs, and addresses routine and complex issues. It also supports business objectives through process and system improvements, project work, analysis, training, communication, and coordination with execution teams and contracted partners.

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 teamwork and collaboration with diverse groups.
Ability to communicate clearly and precisely at all levels, both verbally and in writing.
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/contract administration, and ongoing servicing activities.

Responsibilities

Serve as a subject matter expert in work processes and perform the work they lead 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 with management of contracted partners, including day-to-day staff needs, responding to questions, managing the education mailbox, and handling ad hoc partner performance analysis 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, products, and compliance needs.
Assist with system issues and coordinate with the IT liaison.
Gather and analyze data, identify trends, address problems, and develop solutions to improve team performance.
Conduct audits of procedural compliance, system utilization, and performance metrics.
Investigate and resolve customer, team, or departmental issues as required.
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.
Work autonomously within established procedures while developing solutions to improve team performance.
Manage department-wide projects, including problem management for outages, deep-dive assessments, and potential front-line staff upskilling opportunities.
Track and monitor implementation impacts, such as customer response rates and correspondence wording, and work with execution teams to improve operational impact.
Identify, recommend, and implement process changes to improve customer experience; participate in process ownership and adoption as needed.
Create department-ready communications and other deliverables, and inform the team of changes and pertinent information.
Act as a change champion for new policies, procedures, and information.
Support on-site distribution of corporate-wide and location-specific communications.
Plan, coordinate, and conduct meetings as needed.