Sr. Operations Consultant, Business Excellence
$85,000–$105,000 year
HybridAtlanta, Georgia, United States or St. Petersburg, Florida, United States
Job Summary
Lead cross-functional investigations of complex, high-risk escalations and conduct root cause analyses to identify systemic drivers and reduce complaint volume. Develop comprehensive documentation for issue tracking and produce reporting dashboards that synthesize data into actionable insights for leadership. Analyze trends in escalation and RCA data to recommend process, policy, and system improvements that decrease NIGO rates and shorten cycle times. Facilitate collaboration among advisors and operational teams to align resolution strategies, drive accountability, and accelerate sustainable problem solving. Champion staff engagement initiatives by capturing feedback and converting insights into measurable improvement opportunities. Mentor team members on analytical capabilities and best practices while monitoring the effectiveness of corrective actions through performance indicators.
Required Qualifications
- Bachelor's degree preferred, high school diploma (or equivalent) in combination with significant practical experience will be considered in lieu of degree
- Minimum of high school diploma or equivalent
- 7+ years of relevant Financial Services Industry experience, including customer service and operations
- Proven experience in successfully resolving complex escalations using expertise in root cause analysis and process improvement practices such as Lean, Six Sigma, or others
- Confident, comfortable communicator with advanced written/verbal communication and interpersonal skills and demonstrated ability to effectively influence stakeholders at all levels
- Demonstrates strong analytical mindset with collaborative problem-solving abilities
- Strong organizational and time management skills with the ability to prioritize workload and multi-task while maintaining strict attention to detail
- Adaptability and flexibility in a dynamic environment
- Proficiency in relevant software and tools
- Demonstrates strong relationship management skills including ability to build and maintain positive relationships with internal and external stakeholders
- Critical ability to work independently and collaboratively in a fast-paced environment, adept in ability to coordinate and balance multiple time-sensitive initiatives under pressure and within deadlines
- Applicants should be located at one of our hubs listed above and must be willing to work this schedule
- Osaic has returned to the office on a hybrid schedule requiring a minimum of 4 days weekly in the office
Desired Qualifications
- Experience with relevant ticketing or case management systems
- Knowledge of industry-specific regulations and standards
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