Operations Analyst

About the Role

We are looking for an Operations Analyst to join our Operations team. This role focuses on analyzing policy and claims-related operational data to deliver actionable insights, performance reporting, and recommendations that support operational excellence.

You will play a key role in monitoring performance against KPIs and SLAs, identifying trends, supporting continuous improvement initiatives, and preparing operational and performance materials for internal stakeholders and client reviews.

Key Responsibilities

• Develop and maintain a strong understanding of end-to-end operational processes to identify available data and measurement opportunities.
• Access, analyze, and interpret operational data at the program level to assess performance against KPIs, SLAs, CSAT, NPS, and other leading and lagging indicators.
• Perform trend analysis to highlight areas requiring increased operational focus as well as areas showing performance improvements.
• Collaborate closely with Operational Leaders to define reporting needs, review insights, and support data-driven decision-making.
• Support the development of strategies for continuous process improvement and help track progress against initiatives.
• Manage and maintain distribution lists to ensure timely delivery of operational reports to relevant stakeholders.
• Prepare operational and performance materials for client reviews and ongoing distribution.
• Provide recommendations on new or enhanced reporting and analysis that adds value to the business.
• Continuously refine reports and analyses to ensure accuracy, completeness, and relevance.
• Partner with the Data Analytics team to identify reporting suitable for automation and contribute to the development of Power BI dashboards.
• Support ad hoc analysis and reporting requests as needed.
• Serve as a backup to peers when required.

Qualifications

Basic Requirements

• 5+ years of professional experience in an operations, analytics, or similar role.
• Experience using data to perform analysis and generate operational reports.
• Knowledge of operational metrics such as KPIs, SLAs, CSAT, and NPS.
• Familiarity with company products and services, or the ability to learn them quickly.
• Strong analytical and problem-solving skills.

Preferred Qualifications

• Bachelor’s degree or equivalent professional experience.
• Experience in an Operations Analyst I role or similar position.
• Ability to apply analytical techniques and develop more advanced problem-solving approaches.
• Strong verbal and written communication skills.
• Demonstrated initiative, originality, and attention to detail.