Sr. Operations Analyst

Summary/Objective

The Sr. Operations Analyst provides support within the operational areas. This includes servicing, loss mitigation, remarketing, account operations, and other areas. Support consists of producing and analyzing reporting providing analysis on trends, gaps, and recommending solutions.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Assist with daily dialer strategies (inbound and outbound) by making intraday adjustments and performance tuning
• Prepare, provide oversight, and streamlining of daily processes, user acceptance testing, automation, and implementation of complex changes
• Take initiative to automate daily processes and reporting
• Maintain quality service by establishing and enforcing organization standards while ensuring up-to-date documentation
• Ability to drive vendor performance
• Proactively support the team with ad-hoc or project-like requests
• Ensure team is cross trained on all responsibilities
• Initiate, analyze, problem solve, and present on projects, enhancements and/or business opportunities that support company-wide decisions
• Audit processes to reduce errors and review existing operation processes to ensure they are completed with the highest level of efficiency
• Hunger to learn the business and support the team on ad-hoc tasks, assignments, special projects, etc.
• Remain flexible to adapt to changes quickly based on business needs
• Partner with vendors to solution for process enhancements while ensuring legal guidelines are met
• Analyzing data to demonstrate pain points or areas needing focus
• Lead and coordinate special projects with a focus on continuous business process improvement
• Perform other tasks as assigned

• Bachelor’s degree or any combination of training and experience equivalent to a Bachelor’s degree.
• Minimum of 3 years’ experience preferred
• Ability to create and sustain vendor relationships with key partners.
• Must have superior computer skills, including but not limited to Microsoft Excel (Pivot tables, vLookup, Index, Match, Sum If functions, etc.).
• Must have knowledge of or willingness to learn SQL, Redshift (AWS), Power BI, RStudio
• Ability to manage multiple and prioritize competing responsibilities and work under pressure to meet deadlines
• Must be proactive in problem solving; demonstrate initiative with strong sense of urgency and teamwork
• Strong level of detail in providing quality control support
• Must demonstrate a positive attitude and support for company goals.
• Strong written and verbal communication and interpersonal skills
• Must be a self-motivator and able to perform independently while actively participating in a team environment
• Excellent analytical and judgement capabilities
• Excellent communication skills verbal and non verbal
• Proven skills in project presentations

This position has no supervisory responsibilities.

This job operates in a professional office environment. This role routinely uses standard office equipment such as computers and phones (including Zoom and Microsoft Teams applications).

This is a full-time position. Days of work are Monday through Friday. The daily schedule may vary from 8 am to 5 pm or 9 am to 6 pm. Hours may vary or exceed 40 in any given week depending on the needs of the business.

No travel is expected for this position.

ACA provides equal employment opportunities (EEO) to all applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state and local laws. ACA complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities.

California Privacy Notice:
As an employer of California residents, we are dedicated to protecting your privacy rights. Any personal information you provide during the application process will be used solely for permitted internal purposes and will be handled in accordance with applicable privacy laws. By applying to this position, you consent to the collection, use, and disclosure of your information as described in this notice.