Sr. Operations Analyst

About the Role

Providing for loved ones, planning rewarding retirements, saving enough for whatever lies ahead – our policyholders count on us to be there when it matters most. It’s a big ask, but it’s one that we have the power to deliver when we work together. We collaborate and innovate – pushing one another to transform not just Pacific Life, but the entire industry for the better. This role combines QC oversight, business analysis, and data analytics to ensure operational service delivery is performed in line with expectations, SLAs, and regulatory requirements while also supporting decision-making, improving operational efficiency, and driving cost reduction across the organization.

The Senior Operations Analyst serves as a strategic partner to business leaders by owning the Quality Control framework for back office operations and delivering actionable insights through advanced data analysis and reporting. Sitting within the business/Operations team, the position serves as the bridge between Operations and Technology, translating business and QC needs into clear reporting requirements without owning system build or development.

Responsibilities

Reporting Responsibilities

• Researches, collects, analyzes, models, and reports on data used to support decisions on day-to-day operations and to assess business and performance issues with a focus on quality, productivity, efficiency, and cost reduction.
• Researches internal and external best practices and QC benchmarks to establish standards for use in evaluating operations.
• Supports reporting across the operating model, with the ability to deliver platform-specific and integrated views — including QC dashboards, SLA performance, and error trend reporting.
• Understands end-to-end business drivers, including valuation and pricing, and partners with Pricing/Actuarial teams to ensure reporting and analysis reflect core business economics.
• Serves as the bridge between Operations and Technology, collaborating with cross-functional stakeholders (Operations, Technology, Finance, Compliance) to translate business and QC needs into clear reporting requirements — without owning build, development, or system configuration.
• Researches, collects, and analyzes operational and performance data to identify trends, variances, and opportunities.
• Identifies and recommends enhancements to reporting techniques and analytical tools to drive operational health, and hands off well-scoped requirements to Technology for execution.
• Identifies and fills operational reporting gaps by working directly with Operations leaders on high-impact process areas.

Quality Control (QC) Responsibilities

• Champions the QC program based on strategy set by Operations Leader, including call QC, transactional QC, and process QC across in-house and outsourced (TPA/BPO) delivery channels, with sampling methodology, scorecards, and calibration protocols.
• Ensures accountability across stakeholder groups and confirms service is performed in line with SOPs, contractual obligations, and regulatory expectations, flagging deviations, control gaps, and re-work trends through targeted and random sample reviews of transactions (e.g., overpayments, enhanced death processing, annuity certificates, disbursements).
• In partnership with Operations Leadership, drives corrective action plans (CAPs) and coaching feedback loops, converting QC findings into SOP updates, training opportunities, and process refinements.
• Maintains an audit-ready trail of QC reviews, findings, and resolutions to support internal audit, compliance, and external regulatory reviews.

Requirements

• Bachelor's degree in Statistics, Mathematics, Computer Science, Business, or a related field (or equivalent experience).
• 5+ years of combined experience in operations quality control/business analysis, and/or data analytics, preferably within financial services, insurance, or annuity back office operations, and visualization using tools such as PowerBI, Qlik, or Tableau.
• Demonstrated experience championing the QC program with oversight and partnership from key stakeholders (call QC, transactional QC, or process QC).

Skills

• Strong analytical and problem-solving skills with the ability to translate complex data and QC findings into actionable insights.
• Excellent communication and stakeholder management skills, with the ability to deliver findings to senior leadership and influence corrective action.
• Ability to work independently with limited guidance.
• Familiarity with predictive modeling, statistical analysis, and business intelligence best practices.
• Working knowledge of actuarial or pricing methodologies, either through prior actuarial/pricing roles or close partnership with actuarial teams in a business or analytics capacity is a plus.

Pay

The base pay range noted represents the company’s good faith minimum and maximum range for this role at the time of posting. The actual compensation offered to a candidate will be dependent upon several factors, including but not limited to experience, qualifications, and geographic location. Most employees are also eligible for additional incentive pay.

Benefits

Your wellbeing is important to Pacific Life, and we’re committed to providing you with flexible benefits that you can tailor to meet your needs. Benefits start on day one and include:

• Medical, Dental, and Vision coverage.
• Wellbeing Reimbursement Account that can be used on yourself or your eligible dependents.
• Generous paid time off options including: Paid Time Off, Holiday Schedules, and Financial Planning Time Off.
• Paid Parental Leave as well as an Adoption Assistance Program.
• Competitive 401k savings plan with company match and an additional contribution regardless of participation.