Business Process Design & Improvement, Sr Analyst (Workforce Management)

Candidates should reside in the Carmel/Indianapolis market and be able to work in the office 2-3 days per week. This is a hybrid position, and work arrangements may be subject to change based on business needs.

About the Role

The Business Process Design and Improvement, Sr. Analyst plays a critical role in ensuring operational excellence and business performance by driving quality metrics and managing processes/programs across the Titles Shared Services Center (TSSC) team. This role reports to the Sr. Manager, Business Process Design & Improvement and works with multiple cross-functional stakeholders to identify, design, and implement operational improvements. Responsibilities include determining, implementing, tracking, and analyzing business metrics/KPIs, developing actionable insights, and engaging with management to improve business operations.

Responsibilities

• Uses influence to lead and provide operations management support to Titles Shared Services Center (TSSC), including leadership and Title Specialists, with a focus on client experience and employee engagement.
• Manages implementation of projects and initiatives to streamline methods for Title Specialists to work with clients, auctions, and the TSSC Support team.
• Develops and owns action and project plans to achieve defined objectives for the Titles team, including associated costs and fiscal requirements.
• Provides leadership with recommendations for process and system solutions aligned with business priorities.
• Analyzes data to forecast dispute trends and propose strategic interventions to enhance operational effectiveness and efficiency.
• Partners with Business Operations to ensure Titles practices align with company standards, delivering consistent outcomes.
• Leads initiatives and coaching to enhance Titles quality, driving operational teams toward achieving defined quality metrics.
• Monitors, reports on, and provides recommendations to improve quality while reinforcing best practices and compliance with title guidelines.
• Monitors KPIs related to title processes, dispute resolution times, title performance, and client satisfaction, providing feedback and coaching to teams.
• Defines, tracks, and analyzes throughput metrics (e.g., volume processed, cycle time, backlog) to assess operational efficiency and identify improvement opportunities.
• Partners with Business Operations to evaluate capacity against demand forecasts, identifying risks and recommending adjustments to staffing, prioritization, and workflows.
• Establishes reporting and dashboards to provide visibility into throughput, backlog trends, and capacity constraints for leadership decision-making.
• Tracks the financial implications of disputes, evaluating the overall cost to the business and recommending process or policy adjustments to reduce losses.
• Incorporates throughput and capacity considerations into financial impact analysis to ensure cost-effective operational scaling.
• Partners with the Titles Support team to ensure titles are processed timely and properly prioritized.
• Implements strategies to improve title processing times without compromising quality.
• Supports capacity planning efforts by analyzing workload trends, seasonal fluctuations, and forecasted volumes to ensure adequate staffing and resource allocation.
• Develops and recommends strategies to balance throughput demand with available capacity, minimizing bottlenecks and maintaining service levels.
• Leads analysis of end-to-end throughput across title processes to identify inefficiencies and drive continuous improvement.
• Evaluates current and future capacity needs, incorporating business growth, volume trends, and process changes into planning efforts.
• Recommends process, tooling, or staffing changes to improve processing speed, reduce backlog, and optimize overall throughput.
• Acts as a liaison between Titles teams, Support, and Operations to ensure consistency in dispute resolution practices.
• Drives collaboration across departments to align the titles function with broader business goals and client satisfaction.
• Generates and presents reports on titles outcomes, KPIs, and workforce efficiency to senior leadership for strategic decision-making.

Requirements

• Bachelor's Degree in a related field and 4 years' experience. Alternatively, a combination such as a master's degree and 2 years' experience; a Ph.D. and up to 1 year of experience; or a HS Diploma/GED and 8 years' experience in a related field.
• Excellent written and verbal communication skills to effectively communicate at all levels.
• Analytical mindset with attention to detail, able to interpret data/metrics, identify trends, and make data-driven recommendations.
• Experience analyzing operational performance, including throughput, cycle time, or workload trends, to support business decision-making.
• Demonstrated ability to collaborate effectively to build solutions with an enterprise mindset.
• Ability to apply knowledge of industry trends, Manheim & CAI business, and clients.
• Strong influencing skills regardless of reporting structure.
• Consulting skills with leadership, Title Specialists, and internal clients.
• Working knowledge of workforce management, capacity planning concepts, and load balancing approaches.
• Exposure to forecasting, demand planning, or resource modeling to support operational efficiency is preferred.
• Experience with Salesforce, AS400, Auction systems and processes, VCF, etc., is preferred.
• Proficiency in Microsoft Office.

Pay

Compensation includes a base salary in the range of $81,400.00 - $122,000.00 per year. The base salary may vary within the range based on factors such as location and the selected candidate's knowledge, skills, and abilities. The position may also be eligible for additional compensation through an incentive program.

Benefits

• Flexible vacation policy allowing employees to take as much paid time off as consistent with their duties and the company's needs.
• Seven paid holidays throughout the calendar year.
• Up to 160 hours of paid wellness time annually for personal or family wellness.
• Additional paid time off for bereavement, voting, jury duty, volunteer activities, military leave, and parental leave.