Operations Analyst

Job Description:

Operations Analyst is responsible for identifying and documenting business requirements serving in a liaison role between customer service, product, and systems in support of Client service delivery.

Primary Responsibilities:

Lead support in operations for Financial Services and Customer Support serving as a liaison between all parties in supporting the business operations.

Build strong Relationships with key contacts at client locations, empowered to maintain 100% client satisfaction.

Investigate standard and non-standard requests and problems to service clients and service vendors or providers. Identify trends and root cause of issues reporting these to Operations Director driving process improvement.

Additional responsibilities include:

• Solid understanding of systems and Client requirements to ensure great service delivery.
• Participate in User Acceptance Testing (UAT) for multiple applications for various functions
• Testing of system requirements and enhancements or fixes.
• Collaborate with others to define customer requirements, checking for quality and identifying areas for improvement
• Assist with implementations of new clients and new system or process functionality.
• Ensure product and process documentation is accurate and complete.
• Understand quality metrics and work to ensure those are being met.
• Problem solving, ability to review and identify issues, mitigate risks, prioritize your work load and work on ad hoc projects as assigned
• Logging and tracking defects or issues to closure
• Highly organized and ability to work in a fast-paced environment

Requirements and Qualifications:

• High school/GED is required; Bachelor’s degree is preferred
• Experience in a customer service environment preferred
• 2 years of Analytical and Accounting background preferred
• Microsoft Excel: Design macros, developing and producing reports
• Strong accounting and finance background and experience

Work Location/Schedule: On site in Minneapolis-based office. Monday-Friday day shift