Workload & Process Analyst

VANGUARD CHARITABLE ENDOWMENT PROGRAM • Malvern, PA

2d

About The Position

The Workload & Process Analyst is responsible for supporting Operations Leadership primarily in the oversight of daily activities for assigned Operations team including workload assignment, due diligence services, coaching, onboarding, and training employees. Supports the prioritization and implementation of key initiatives ad projects with a focus on operational improvements and efficiencies. Supports oversight activities related to other Operations Teams as needed.

Requirements

• Undergraduate degree or equivalent combination of training and experience. 3 to 5 years of experience in operations.
• Strong attention to detail, problem resolution skills, well organized and dependable.
• Proactive approach to issue identification and problem-solving.
• Strong organizational and time management skills required.
• Proven ability for effective communication with a variety of levels of knowledge, skills and responsibilities.
• Understanding of all business functions, technology needs, tools and other applications that interface with VC processes so that they can be clearly articulated to, and leveraged for, the business users.
• Works independently and collegially with minimal supervision.
• Maintains effective work relationships by handling peer and management interactions in a positive and cooperative manner.

Responsibilities

• Manages and coordinates workload of the team related to core function of the team and project initiatives by overseeing work assignment and queue management.
• Monitors service levels and productivity of the team and follows up with individuals to ensure work is completed meeting quality standards within defined service levels. Identifies trends related to workload, quality, and service levels and consults with leadership to adjust workload based on priorities and resourcing needs.
• Develops, monitors, and analyzes metrics related to productivity, service levels, quality, and due diligence. Recommends and implements changes to workload and prioritization to improve quality, service levels, and due diligence processes, etc.
• Develops and oversees the onboarding and training process for new team members, Volume Support Team, and ongoing training refreshers for seasoned team members and business partners.
• Collaborates with key stakeholders on shared processes and serves as subject matter expert related to Operations area of expertise (e.g. grants or processing). Supports the most complex situations and ensures appropriate documentation of all department processes, workflows, procedures, due diligence requirements, business rules, and workflows.
• Assists Operations leadership in the prioritization and submission process for technology enhancements with a focus on quality, controls, and the user experience. Initiates and facilitates changes to improve the department; incorporates effective change management techniques.
• Supports communication to clients, including Premier clients, as needed related to area of expertise.
• Contributes ideas and builds and maintains expertise that demonstrates strong knowledge of the Vanguard Charitable business, the nonprofit/DAF industry, and our clients and competition.
• Participates in special projects and performs other duties assigned.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level