Operations Performance & Improvement Specialist
Core
Identify and implement process improvement opportunities, support change readiness, and manage operational business support functions to enhance customer experience post-settlement.
Role type
Operations Performance & Improvement Specialist (Business Analyst)
Builds
Operational processes and systems for efficiencies
Domain
Financial services / Lending
Required skills
Lean principles, stakeholder management, process mapping, UAT coordination, business requirements translation, risk identification, change management, documentation, training facilitation
Preferred skills
Automation, voice bots, chatbots, conversational AI, digital customer servicing, financial services experience, regulated environment experience
Technologies
Lean tools, UAT testing frameworks, process modeling software
Responsibilities
Continuously identify and assess operational improvement opportunities using lean principles; act as a conduit between business stakeholders and IT for process support and prioritization; facilitate training for User Acceptance Testing including test script creation; support documentation of 'As is' and 'To Be' business processes; provide operational training support and tools/templates.
Seniority
Mid-level, hands-on IC
