Business Analysis Manager, Operational Excellence

Responsibilities

• Operational Excellence & Continuous Improvement
• Conduct detailed process assessments to identify inefficiencies, bottlenecks, risks, and improvement opportunities using Lean, Six Sigma, and other process improvement methodologies.
• Perform time-motion studies, workflow observations, and quantitative assessments to establish baseline performance and identify improvement levers.
• Create clear and accurate current-state and future-state process maps using Visio, Lucid, Miro, Smartsheet, or other visualization tools.
• Drive financial and operational performance by recommending and implementing improvements that lower operating expenses, increase throughput, reduce defects, and improve cost-to-serve metrics.
• Lead the development of business cases including cost-benefit analyses, effort estimates, options/alternatives, and risk assessments; translate findings into executive-ready recommendations.
• Lead cross-functional improvement initiatives, working closely with (Operations, Technology, Product, PMO, BPC, and Reporting) to ensure timely delivery and measurable outcomes, and manage projects directly as needed.
• Track and document initiative progress, risks, escalations, dependencies, and results to support ongoing portfolio visibility and reporting.
• Develop reusable standards, playbooks, and toolkits that enable consistent ways of working across teams and support scale.

Data, Technology & Insights

• Use data analytics, reporting tools, and root-cause analysis techniques to diagnose performance issues, quantify opportunities, and validate impact.
• Partner with technology teams to explore and validate opportunities to apply automation, AI, agentic AI, and other emerging tools to operational workflows.
• Define, collect, and monitor KPIs and operational metrics that evaluate initiative impact and guide ongoing improvements.
• Maintain documentation and partner with the reporting team to create dashboards, and artifacts that support operational performance monitoring and decision-making.

Change Execution & Stakeholder Collaboration

• Collaborate across departments: Technology, Product, Service Operations, FCOE, and others to gather requirements, validate process changes, and execute improvement plans.
• Lead change management activities including communications, training documentation, Standard Operating Procedures (SOP) updates, and adoption support.
• Act as a trusted advisor to senior stakeholders and leaders by providing clear, structured updates on progress, challenges, risks, and outcomes.