Operations Performance Business Analyst

The Operations Performance Business Analyst serves as the analytical partner to Inforce and Claims leadership, supporting efficiency, accuracy, and consistent operational execution across the annuity product lifecycle. This role identifies process breakdowns that impact cycle time, transaction accuracy, beneficiary experience, and operational execution against regulatory requirements, quantifies their root causes, and helps operations implement process changes aligned to contract provisions, procedural standards, and internal control expectations defined by Compliance, Legal, and Tax — while providing operational information to support audit inquiries and reducing operational risk in a high-sensitivity, customer-critical function. This role partners across Operations, Product, Technology, Legal, Tax, Compliance, Audit and Accounting Control teams to support business readiness for new products, regulatory changes, and strategic initiatives while providing the operations-side governance and continuous improvement needed to achieve sustainable operational excellence.

• Own the operations performance reporting cadence: SLA attainment, first request resolution, quality and accuracy, productivity, workload multiplier, and forecast vs. actual. This reporting goes to operations leadership and enterprise stakeholders.
• Build queries and reports in Microsoft Access and SQL, and build models in Excel, to analyze operational data.
• Pull data together from policy administration systems, workflow tools, quality systems and existing dashboards to give a complete view of performance.
• Analyze performance trends and variances. Explain what is driving changes in cycle time, backlog, transaction accuracy, NIGO rates and the customer and beneficiary experience.
• Turn leadership's questions into structured analysis, and present findings and recommendations clearly.
• Support volume forecasting and capacity planning. Maintain transaction rates, workload multipliers, seasonality factors and productivity standards used for staffing decisions.

• Run quality assurance on existing reports, dashboards and operational data. Check that what we already have is accurate, complete and consistent.
• Audit operational data and transactions to find errors, exceptions and control gaps. Build reports that track quality results and trends.
• Find the root causes of data and quality problems, and work with operations and data teams to fix them at the source.
• Provide operational data and evidence of execution for audit, compliance and regulatory inquiries.

• Support operations readiness for product, regulatory, legal, tax and technology changes. Translate requirements into updated processes, procedures and reporting, and work with Operations Trainers on training needs.
• Help maintain the department's operational FMEA (Failure Mode and Effects Analysis) and support planning for peak events such as RMD season and tax season.
• Act as the operations liaison to Compliance, Legal, Tax, Treasury, Audit and Risk.

What We’re Looking For:

• 3-5 years’ experience analyzing operations performance and metrics in financial services. Insurance, annuity, retirement, banking, or third-party administration industry experience is preferred
• A minimum of 3 years experience using Microsoft Access building and maintaining databases, queries, and reports is required
• Advanced Microsoft Excel skills including pivot tables, lookups and complex formulas and data modeling using Power BI is preferred..
• Strong analytical, problem-solving skills and experience turning large amounts of operational data into clear conclusions and recommendations.
• Bachelor’s Degree preferred in Business, Finance or Insurance or equivalent experience
• Strong collaboration and communication skills is critical in working with data teams and business operations.
• Ability to influence and drive change across functional lines of businesses

Benefits Highlights:  

Employees who meet benefit eligibility guidelines and work 30 hours or more weekly, have the ability to enroll in Group 1001’s benefits package. Employees (and their families) are eligible to participate in the Company’s comprehensive health, dental, and vision insurance plan options.  Employees are also eligible for Basic and Supplemental Life Insurance, Short and Long-Term Disability. All employees (regardless of hours worked) have immediate access to the Company’s Employee Assistance Program and wellness programs—no enrollment is required.  Employees may also participate in the Company’s 401K plan, with matching contributions by the Company.

Group 1001, and its affiliated companies, is strongly committed to providing a supportive work environment where employee differences are valued. Diversity is an essential ingredient in making Group 1001 a welcoming place to work and is fundamental in building a high-performance team. Diversity embodies all the differences that make us unique individuals.  All employees share the responsibility for maintaining a workplace culture of dignity, respect, understanding and appreciation of individual and group differences.