Senior Operations Consultant, Business Excellence & Improvement
Overview
Own complex operational issues across support functions and drive data driven improvements at scale. Lead root cause analyses, influence organizational change, and reduce escalations while improving advisor and staff satisfaction. Work with cross functional teams and leverage data insights to shorten cycle times and enhance service delivery. This role stands out through hands on problem solving, stakeholder mentorship, and large scale process optimization.
What You'll Do10
- 1Lead cross functional investigations of high risk escalations and conduct Root Cause Analyses to reduce complaint volume
- 2Develop and maintain case and RCA documentation with timely resolution and leadership visibility
- 3Analyze escalation data to identify trends and improvements for first contact resolution and service quality
- 4Facilitate collaboration among advisors, support staff, and partners to accelerate sustainable problem resolution
- 5Champion staff engagement initiatives and translate feedback into measurable improvements in experience and efficiency
- 6Recommend process and system improvements with data driven business cases to reduce errors and shorten cycle times
- 7Identify knowledge gaps and implement training and communication solutions to raise proficiency
- 8Lead or participate in cross functional projects delivering measurable objectives
- 9Produce dashboards and presentations translating data into strategic recommendations
- 10Monitor corrective actions and validate outcomes with performance metrics and stakeholder feedback
Requirements5
- 17+ years of financial services experience including customer service and operations
- 2Proven experience resolving complex escalations using root cause analysis and process improvement methods such as Lean or Six Sigma
- 3Strong written and verbal communication with ability to influence stakeholders at all levels
- 4Analytical mindset with collaborative problem solving and attention to detail
- 5Ability to manage multiple time sensitive initiatives in a fast paced environment
Salary Insight
$85 - $105k per year
Location
Required Skills
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