Business Analyst - Service & Operations

Position Summary

As a member of the Service & Operations (S&O) department, the Business Analyst partners with S&O leadership to transform operational priorities and data into actionable insights, scalable solutions, and executive decision support. Serving as an extension of the leadership team, this role leverages data, analytics, AI-enabled tools, and business analysis to improve operational performance, inform strategic decisions, and support the evolution of the Service & Operations operating model.  The Business Analyst acts as a strategic business partner, translating initiatives into actionable analysis, business requirements, practical solutions, and executive communications.

This role is for a highly organized, analytical, detail-oriented, and exceptional communicator who can drive change through data-driven insights and process improvements.

 

Key Responsibilities

Analysis & Reporting

• Analyze large operational datasets to identify trends, inefficiencies, capacity constraints, and opportunities to improve capacity planning, workflows, and processes.

• Create and maintain key metrics, and KPI tracking capabilities through dashboards. Identify key data points to measure, source data from multiple enterprise systems, and present meaningful insights that support leadership decision-making.

• Develop and operationalize analytical tools, workflow enhancements, automation opportunities, and AI-enabled solutions that improve operational efficiency, scalability, and decision-making.

• Partner with Technology, Data, and business leaders to define reporting requirements and develop dashboards, analytics, and reporting capabilities that support Service & Operations priorities, using enterprise data platforms, including Snowflake and other analytics tools.

• Support operational modeling, segmentation analysis, workforce planning, and gearing ratio development to inform Service & Operations strategy.

Executive Support & Communications

• Partner with S&O leadership to prepare executive presentations, communications, business cases, recommendations, and operational documentation.

• Organize and synthesize information from multiple sources into clear summaries, recommendations, and executive-ready materials that support leadership decision-making.

• Prepare materials and summaries for leadership or business partner meetings, operating reviews, strategic discussions, and departmental status updates.

Business Process & Requirements

• Document and maintain business processes, workflows, SOPs, business requirements, and other operational documentation that support consistent execution across Service & Operations.

• Translate analytical findings into business recommendations and business needs into clear requirements for Technology and enterprise partners.

• Maintain appropriate documentation, data governance, and process controls consistent with organizational and regulatory standards.

Business Operations Support

• Support S&O strategic initiatives through research, data analysis, business case development, implementation planning, and executive follow-up.

• Track action items, decisions, and deliverables for leadership priorities.

• Partner across functional teams to support implementation of S&O initiatives and special projects.

Required Qualifications

• 5+ years of experience in business analysis work involving large, complex projects and building/fostering relationships with cross-functional teams and leaders. Experience in financial services preferred.

• Experience analyzing large datasets using enterprise reporting or cloud data platforms (Snowflake preferred).

• Fluent in multiple technology systems with ability to quickly learn new ones.

• Experience with Snowflake, PowerBI, Salesforce, Orion, Addepar preferred.

• Strong analytical and problem-solving skills with the ability to interpret operational data, synthesize information from multiple sources, and translate findings into clear business recommendations, reporting, documentation, and executive presentations.

• Excellent written communication and technical writing skills, including experience preparing executive-level PowerPoint presentations and clearly communicating complex analyses and recommendations to multiple stakeholders.

• Advanced Excel skills including Power Query, PivotTables, data modeling, or similar analytical techniques.

• Experience documenting business processes, requirements, procedures, or workflows.

• Experience leveraging AI and productivity tools to improve the quality, speed, and consistency of analysis, communications, documentation, and deliverables.

• Experience building and maintaining executive dashboards, KPI reporting, and performance metrics.

• Intellectual curiosity with the ability to quickly learn new business processes and systems, ask thoughtful questions, manage competing priorities, and operate