Business Analyst - Operations Excellence

MSIG USA is the US-based subsidiary of MS&AD Insurance Group Holdings, Inc., a leading global insurance provider. The Operations Excellence Business Analyst will support process improvement, documentation, and performance analysis within insurance operations, focusing on areas like billing, collections, and policy administration.

Responsibilities

• Document end-to-end operational processes using SIPOC, swim lanes, and RACI methodologies
• Define current-state and future-state business workflows, decision points, and exception handling
• Identify inefficiencies, rework drivers, control gaps, and handoff risks
• Maintain process documentation and ensure accuracy, consistency, and version control
• Analyze operational metrics including cycle time, backlog, aging, error rates, and SLA performance
• Prepare reports, dashboards, and insights for Operations and leadership
• Support root-cause analysis and quantify operational and financial impacts
• Develop and maintain analytical models (e.g., forecasting, workload/capacity, segmentation, anomaly detection) to predict operational demand and quantify improvement impact
• Write and maintain code (e.g., Python and/or SQL) to automate data extraction, transformation, analysis, and recurring reporting
• Design, build, and support macro-based solutions (e.g., Excel VBA) to streamline operational workflows, standardize outputs, and reduce manual effort
• Track and report benefits realization from process improvement and automation initiatives
• Define business use cases for automation and Copilot solutions, including tasks, workflows, business rules, and success criteria
• Partner with data science and engineering teams to design and productionize AI/ML solutions, including feature definitions, training/validation data requirements, evaluation metrics, and monitoring considerations
• Build and iterate on ML prototypes/models (e.g., classification, NLP, document extraction, clustering) and translate results into operational recommendations and implementable requirements
• Document required inputs, expected outputs, exception scenarios, and human-in-the-loop controls
• Support business acceptance testing and validation of delivered solutions
• Partner with Technology and Automation teams to ensure solutions align with defined business requirements and governance standards
• Support Lean and continuous improvement initiatives across operations
• Assist in the development and maintenance of SOPs, job aids, and training materials
• Support change impact assessments and operational readiness activities
• Participate in pilots and proof-of-concept initiatives
• Document business controls and operational evidence requirements
• Support audit, risk, and compliance remediation tracking
• Ensure process changes align with regulatory, governance, and data usage standards

Skills

• Bachelor's degree in Business, Finance, Operations, Information Systems, or a related field
• 1–4 years of experience in operations, process improvement, analytics, or consulting
• Strong analytical and problem-solving skills with attention to detail
• Experience with process mapping and documentation techniques (SIPOC, swim lanes, RACI)
• Proficiency in Excel including advanced formulas, Power Query, and VBA/macro development; exposure to Power BI, Tableau, or similar tools preferred
• Strong coding and analytics engineering skills (e.g., Python and/or SQL) with experience building repeatable data pipelines and automated reporting
• Demonstrated model-building experience (statistical or machine learning) to support forecasting, optimization, segmentation, and/or risk/quality detection use cases
• AI/ML expertise, including understanding of model lifecycle (data preparation, training/validation, evaluation, deployment, monitoring) and ability to communicate tradeoffs (accuracy, explainability, bias, and controls) in a regulated environment
• Strong written and verbal communication skills
• Exposure to Power BI, Tableau, or similar tools

Benefits

• Healthcare and Retirement Benefits
• Comprehensive medical, dental, and vision coverage
• 401(k) with a generous employer match and profit-sharing contribution
• Wellness incentive program
• Life and accidental death and dismemberment (AD&D) insurance
• Flexible spending programs
• Short-term and long-term disability plans
• Paid time off program
• Paid charitable leave
• Paid parental leave
• Tuition reimbursement program
• Personal insurance (auto/homeowners) discounts

Company Overview