Sr. Operations Consultant, Business Excellence

Advisor Group•Atlanta, GA

1d•Hybrid

About The Position

The Business Excellence and Operational Improvement Sr Consultant leads the investigation of complex operational issues, escalations and service challenges across different support functions. This role applies advanced root cause analysis, data analysis, and continuous improvement methodologies to identify systemic drivers, recommend sustainable solutions, and influence organizational change. Through cross-functional leadership, stakeholder engagement, and data-driven insights, the Business Excellence and Operational Improvement Sr Consultant will help improve advisor and support staff satisfaction, reduce complaints and escalations, strengthen operational efficiency, decrease NIGO and cycle times, and enhance the overall service experience.

Requirements

7+ years of relevant Financial Services Industry experience, including customer service and operations.
Proven experience in successfully resolving complex escalations using expertise in root cause analysis and process improvement practices such as Lean, Six Sigma, or others.
Confident, comfortable communicator with advanced written/verbal communication and interpersonal skills and demonstrated ability to effectively influence stakeholders at all levels.
Demonstrates strong analytical mindset with collaborative problem-solving abilities.
Strong organizational and time management skills with the ability to prioritize workload and multi-task while maintaining strict attention to detail.
Adaptability and flexibility in a dynamic environment.
Proficiency in relevant software and tools.
Demonstrates strong relationship management skills including ability to build and maintain positive relationships with internal and external stakeholders.
Critical ability to work independently and collaboratively in a fast-paced environment, adept in ability to coordinate and balance multiple time-sensitive initiatives under pressure and within deadlines.
Minimum of high school diploma or equivalent is required.

Nice To Haves

Experience with relevant ticketing or case management systems.
Knowledge of industry-specific regulations and standards.

Responsibilities

Lead cross-functional investigations of complex, high-risk, and high-visibility escalations, conduct Root Cause Analyses that identify systemic drivers and produce recommendations that reduce complaint volume, prevent issue recurrence, and improve advisor and support staff experiences.
Develop and maintain comprehensive case and root cause analysis documentation, ensuring timely resolution, accurate issue tracking, and visibility into corrective actions and outcomes for leadership stakeholders.
Analyze complex cases, escalation and RCA data to identify trends, process breakdowns, and emerging risks, providing actionable insights that improve efficiency, first-contact resolution, service quality and business performance.
Facilitate collaboration among advisors, support staff, operational teams, and business partners to align issue resolution strategies, drive accountability for action plans, and accelerate sustainable problem resolution.
Champion Financial Professional Staff Engagement initiatives by providing support to staff members participating in Service Excellence Council and Champion Circle activities, capture/evaluate feedback, and convert insights into measurable improvement opportunities that enhance experience, operational effectiveness, and service delivery.
Recommend and influence process, policy, workflow and system improvements by presenting data-driven business cases that gain stakeholder support and advance initiatives and training solutions designed to reduce errors and NIGO rates, shorten processing cycle times and improve operational efficiency and advisor satisfaction.
Partner with leaders and subject matter experts to identify operational knowledge gaps and recommend training, communication, and support solutions that improve proficiency, increase process consistency, and reduce service errors.
Lead or contribute to cross-functional projects and continuous improvement initiatives, coordinating activities, managing stakeholder engagement, and delivering solutions that achieve measurable business and service objectives.
Produce reporting, dashboards, and presentations that synthesize complex data into clear insights, measurable outcomes, risk considerations and strategic recommendations for leadership decision-making.
Monitor and assess the effectiveness of implemented corrective actions and improvement initiatives by tracking performance indicators and stakeholder feedback to validate outcomes and identify additional opportunities for optimization.
Advise and mentor team members by sharing subject matter expertise, promoting best practices, and supporting the development of analytical, problem-solving, and continuous improvement capabilities.
Research and apply current and emerging industry trends, regulatory developments, operational excellence practices, and service improvement methodologies to strengthen business processes, improve stakeholder experiences, and support organizational goals.
Perform other duties and special projects as assigned.