Job Details

Operations Business Process Analyst

The Operations Business Process Analyst optimizes and modernizes customer service and operations processes to improve efficiency, accuracy, and alignment. This role analyzes workflows, identifies bottlenecks, and drives improvements by partnering withstakeholders and consultants to document gaps, define future processes, and implement solutions aligned with strategic priorities.

Principal duties and responsibilities include evaluating operations business processes and identifying opportunities to enhance efficiency, accuracy, and customer satisfaction. This involves identifying operational gaps, data inconsistencies, and process bottlenecks. The analyst documents workflows using process mapping and related methodologies, collaborates with business stakeholders to design improved end-to-end processes, and translates business needs into functional process requirements for automation, system enhancement, and workflow redesign.

The role also involves developing, standardizing, and maintaining operations-related business processes, procedures, and performance metrics. The analyst collaborates with other departments to ensure process coherence, data alignment, and to enhance system capabilities. They support Single Source of Truth initiatives ensuring consistent data usage, definitions, and reporting across systems. The analyst defines and tracks key performance indicators (KPIs) to measure process effectiveness and turnaround times, prepares and presents insights, findings, and process improvement recommendations to leadership, and supports internal and external audits with accurate process documentation and data integrity assurance.

Additionally, the Operations Business Process Analyst leads or participates in business process reengineering (BPR) and operational efficiency initiatives, creates feedback loops, metrics-driven decision making, and proactive issue resolution. They perform any other tasks required to support the Association's Mission, Values, and Strategic Objectives.

Education and experience required include a Bachelor's degree or equivalent experience preferred, experience with Homeowners Insurance with emphasis on understanding end-to-end workflows, dependencies, and process challenges, proven experience in process management or business process improvement, advanced knowledge and practical application of process improvement tools and methodologies such as Lean, Six Sigma, or Business Process Management (BPM), experience with the Duck Creek platform (or similar policy management systems) preferred, proficiency in Microsoft Office Suite with the ability to develop clear documentation, process visuals, and performance tracking templates, strong analytical and problem-solving skills, exceptional attention to detail and accuracy, and excellent communication and collaboration skills, with the ability to engage effectively with internal stakeholders, consultants, and leadership.