Required Skills and Experience

• 5+ years of relevant professional experience in business operations, data or business process analysis, systems management, and/or logistics support; experience within the financial services industry preferred but not required, ideally in a multi-geography environment.
  
• Demonstrated experience providing technical support to users, with emphasis on quick response time and patience with users at varying levels of technical ability.
  
• Bachelor’s degree in business administration, finance, economic development, or related field strongly preferred.
  
• Service-oriented and system-oriented mindset with the ability to proactively identify and address team and program needs; creative thinker and proactive problem solver.
  
• Self-motivated to independently learn new systems and technology.
  
• Ability to manage competing priorities and make informed decisions swiftly as urgent issues arise.
  
• Attention to detail is a must.
  

Purpose (10%)

• Facilitate successful project lifecycles for small- to medium-scale initiatives, fostering collaboration among multiple stakeholders and managing interdependent tasks.
  
• Communicate data stewardship and governance best practices
  
• Contribute to policy development and operational analysis
  
• Enhance system usability, reporting, and adoption (including Salesforce, Intranet portals, and LMS)
  

Engagement (50%)

Stakeholder & Regional Engagement

• Field and monitor regional user support requests; triage, escalate, and identify trends
  
• Serve as regional point of contact to assess processes, procedures, and requested system changes
  
• Gather discovery materials and business requirements through engagement with regional stakeholders
  
• Synthesize regional input to inform prioritization and sequencing decisions
  
• Provide recommendations on project sequencing by applying established frameworks and consulting with regional stakeholders
  
• Build and sustain trusted relationships across regional stakeholders to ensure alignment and seamless cross-functional execution
  

Cross-Functional Coordination

• Engage with the Salesforce and Client Operations teams to support project scoping, contribute to solution design, analyze business processes, and help ensure successful project delivery aligned with stakeholder needs
  
• Engage with Client Operations Team to:
  
• Develop consistent procedures for client file quality and organization
  
• Support the development of, and publish user manuals and reference materials in parallel with system releases
  
• Maintain Client Operations project management tools
  
• Assist the Director of Client Operations in refining rollout and implementation processes and capturing lessons learned for continuous improvement
  
• Contribute to data stewardship efforts for Client Services and Risk Management, working in partnership with the Jr. Analyst
  

Policy & Governance Collaboration

• Present data-driven insights and ad hoc analysis to inform policy development
  
• Identify operational implications of new policies to inform decision-making
  

Present recommendations to streamline data validation processes and clarify data ownership roles

Delivery (40%)

Project Lifecycle & Implementation

• Engage with cross-functional teams to support the end-to-end management of small- to medium-scale projects.
  
• Analyze business process and provide data-driven analytics to validate solutions
  
• Organize for and conduct testing of system releases and new/updated features
  
• Assess implementation checklists and best practices to ensure effective rollout
  
• Initiate inputs for accurate and timely status reporting
  

Data Quality & Stewardship

• Collaborate with the Jr. Analyst to establish regular procedures and timelines for monitoring data quality
  
• Assess reports, coordinate feedback, and escalate trends to Client Service and, Investments and Credit Risk leadership
  
• Conduct consistent follow-up on automated/subscription data quality reports
  
• Develop recommendations aligned with data governance best practices
  

Systems, Reporting & Tools

• Deliver timely and effective user support to sustain business operations, strengthen user confidence, and drive successful system adoption.
  
• Develop and maintain regional Salesforce reports and dashboards, supporting with master/global reports and dashboards as needed.
  
• Solicit reporting needs from business units and develop new reports as features launch.
  
• Complete periodic audits of historical reports to maintain organized and up-to-date folders
  
• Maintain Advisory and Lending Intranet portals and LMS, including:
  
• Monitoring onboarding and training content for accuracy.
  
• Following up with content owners for updates.
  
• Providing technical support for content uploads and learning path development.
  
• Troubleshooting regional technical issues.