Operations Process Improvement Analyst

Location: Charlotte, NC (Hybrid - 3 days onsite)
Job Type: Contract
Max Pay Rate: $54/hr

The ideal candidate is someone who:

• Has hands-on AI/Copilot implementation experience - Top Skill 
• Can confidently lead meetings and cross-functional discussions
• Has strong communication and stakeholder management skills
• Understands prompt engineering and AI workflow optimization
• Can organize and structure data/processes effectively
• Is comfortable operating in an evolving/ambiguous environment
• Has some exposure to banking, financial services, or regulated industries
• Can function as both a project lead and AI SME

Important Clarifications from Hiring Manager

• This is NOT a cybersecurity/security tools role
• This is NOT a heavily operations-focused securities role despite the title
• AI/Copilot knowledge is significantly more important than securities operations experience
• Candidates do not need deep securities expertise
• Strong communication project leadership skills are critical
• Candidates should ideally understand AI concepts and terminology well enough to guide business users and improve processes

Project Overview

This role will support a high-visibility AI/Copilot initiative focused on improving operational efficiency within the contact center environment. The project is initially being implemented within the BFS (Brokerage Field Services) group and is expected to scale across additional lines of business enterprise-wide.

The consultant will help drive development of a centralized knowledge/data structure using Microsoft Copilot Workspace functionality. The initiative involves building structured datasets and prompts that can support AI-assisted workflows and reduce dependency on other systems/resources.

This is NOT a traditional securities operations role despite the internal title/pay classification. The primary focus is AI/Copilot implementation, prompt engineering, project coordination, and stakeholder engagement.

 

Top Priorities / Must-Have Skills

• Strong Microsoft Copilot expertise (Workspace Mode preferred)
• AI implementation and prompt engineering experience
• Strong project management and organizational skills
• Excellent communication and stakeholder management skills
• Experience leading meetings, driving initiatives, and coordinating across teams
• Ability to understand business terminology/processes and translate them into AI workflows
• Experience with data validation, testing, and quality control
• Comfortable troubleshooting AI/system-related issues

Preferred / Nice-to-Have

• Financial services, banking, FinTech, or securities industry exposure
• Enterprise AI implementation experience
• Familiarity with ChatGPT, Gemini, cloud AI tools, or similar platforms
• Experience building structured prompts/master prompt libraries
• Strong Excel, Teams, and collaboration tool usage

Day-to-Day Responsibilities

• Partner with various business verticals and SMEs
• Lead meetings and discussions around AI/Copilot implementation
• Gather and structure business/process data into standardized formats
• Build and maintain master prompts and data structures
• Validate datasets and perform quality checks
• Troubleshoot implementation or functionality issues
• Coordinate across teams to ensure tasks/deliverables are completed
• Reuse and scale frameworks/templates across multiple business groups
• Drive adoption and implementation efforts for Copilot-based solutions