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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in executing and managing change for strategic operational activities, with a strong focus on business analytics, cross-functional collaboration, and stakeholder engagement. Proficient in utilizing tools like Salesforce and Power BI to drive insights and improve service efficiency.
Highest-signal resume keywords
SalesforcePower BIBusiness AnalysisChange ManagementCross-Functional Collaboration
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Business AnalyticsImpact AnalysisRoot-Cause AnalysisSQL BasicsProcess Mapping
Soft Skills
MentoringCommunicationProblem ResolutionRelationship Building
Tools & Technologies
MS OfficeUniphoreVisioVerintCisco
Industry Keywords
Service OperationsStrategic InitiativesOperational ActivitiesChange ReadinessEnterprise Strategy
Tech Stack
Tools & technologiesSQL
About the role
Key responsibilities & impact- Own execution and change management for medium- to large-scale strategic and core operational activities within Service Operations
- Lead and facilitate large cross-functional teams implementing business solutions affecting employees, customers, and agents
- Collaborate with cross-functional teams and enterprise stakeholders to deliver initiatives aligned with enterprise strategy
- Provide business analytics and problem-resolution alternatives to improve service, efficiency, and quality
- Lead identification and development of business solutions, strategic initiatives, research, analysis, and documentation
- Support execution and change management of complex operations projects
- Partner with Digital, Product, IT, and Underwriting teams to create solutions supporting business objectives
- Conduct impact analysis, assess change readiness, and identify key stakeholders
- Build relationships with enterprise leadership and executives to support portfolio initiatives
- Generate insights influencing business decisions and solutions
- Lead business analysis reviews, root-cause analysis, and impact assessments
- Develop and deliver presentations and communications supporting strategic initiatives and change management
- Escalate issues affecting internal operations systems and external customers
- Research new technologies, techniques, and tools and recommend improvements
- Mentor and guide Operations Execution Analyst I
- Perform other duties as assigned
Requirements
What you’ll need- SRM / Salesforce — Intermediate (4–6 years)
- MS Office tools — Intermediate (4–6 years)
- Power BI — Intermediate (4–6 years)
- Uniphore — Entry Level (1–3 years)
- Visio and other process mapping tools — Intermediate (4–6 years)
- Verint and Cisco — Entry Level (1–3 years)
- SQL basics — Entry Level (1–3 years)
- Co-pilot — Entry Level (1–3 years)
Benefits
Comp & perks- Competitive salary and performance-based bonuses
- Comprehensive benefits package
- Career development and training opportunities
- Flexible work arrangements (remote and/or office-based)
- Dynamic and inclusive work culture within a globally renowned group
- Private Health Insurance
- Pension Plan
- Paid Time Off
- Training & Development
- Benefits differ based on employee level