Senior Operations Business Analyst
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Job Description
Senior Operations Business Analyst driving excellence in third party oversight and process improvement. Engaging in collaboration with TPAs to enhance customer experience and efficiency at Zurich.
Responsibilities:
- Provide oversight and support for customer service delivered by strategic TPAs.
- Develop, refine, and implement business processes to ensure TPAs consistently meet Zurich’s operational and performance standards.
- Set clear expectations for TPAs, monitor ongoing performance, and identify areas for improvement.
- Proactively address compliance issues and escalate persistent patterns to senior leadership for resolution.
- Lead improvement and standardization projects with TPAs to optimize operational delivery.
- Analyze data from multiple sources to spot trends and understand how different scenarios impact customer service and TPA performance.
- Use these insights to recommend changes that drive positive outcomes for both Zurich and our customers.
- Collaborate with stakeholders to define business needs and requirements for process or system changes.
- Lead implementation efforts that enhance business outcomes, customer experience, and operational efficiency.
- Address challenging business issues and develop tailored solutions that meet customer needs and business constraints.
Requirements:
- Bachelors Degree and 6+ years of experience in Insurance Operations OR High School Diploma and 8+ years of experience in Insurance Operations OR Zurich Certified Insurance Apprentice including an Associate Degree and 6+ years of experience in Insurance Operations
- Preferred: Bachelor’s degree in business, operations, or related field.
- 5+ years of experience in operations management, business analysis, or third party oversight.
- Proven ability to lead process improvement and standardization initiatives.
- Strong analytical skills and experience using data to drive business decisions.
- Excellent communication, stakeholder engagement, and relationship-building abilities.
- Experience in insurance or financial services is a plus.
- Third party relationship management experience
- Business process analysis
Benefits:
- Health insurance
- 401(k)
- Bonuses
- Comprehensive benefits for employees and their families
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