Operations Excellence Analyst

Msig USA; Northern (KY); Hybrid; USD 65,000 - 80,000; Full time

Benefits offered by this job

Healthcare and Retirement Benefits

Comprehensive medical, dental, and vis

401(k) with generous employer match

Wellness incentive program

AD&D insurance

Flexible spending programs

Short-term and long-term disability

Paid time off program

Paid parental leave

Tuition reimbursement program

Personal insurance discounts

Job summary

MSIG USA is seeking an Operations Excellence Analyst to drive business-led process improvement and automation initiatives across insurance operations. You will document current and future state processes, analyze performance metrics, and define use-cases for Copilot solutions.

The role collaborates with Operations, Underwriting, and Technology to ensure compliant, efficient workflows with strong governance.

Qualifications

• 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; exposure to Power BI, Tableau, or similar tools preferred.
• Interest in automation and AI-enabled operational solutions from a business perspective.
• Strong written and verbal communication skills.

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.
• 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.
• 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

Analytical thinking

Process mapping

Data analysis

Excel

Communication

Automation interest

Education

Bachelor's degree

Tools

Power BI

Tableau

Job description

Company Overview

MSIG USA continues to grow! Company Overview: MSIG USA is the US-based subsidiary of MS&AD Insurance Group Holdings, Inc., one of the world’s top P&C carriers and a global Class 15 insurer, with A+ ratings and a reach that spans 40+ countries and regions. Leveraging our 350-year heritage, MSIG USA brings the financial strength, expertise, and global footprint to offer commercial insurance solutions that address your business’s unique risks.

Role Overview

The Operations Excellence Analyst supports business-led process improvement, documentation, performance analysis, and business use-case definition for automation and Copilot initiatives across insurance operations. Primary focus areas include billing, collections, underwriting support, and policy administration. This role is execution-oriented and focused on operational clarity and business requirements. The analyst partners with Operations, Underwriting, Technology, and other key functions teams to define business workflows, rules, controls, and success criteria that enable efficient and compliant solution delivery within a regulated insurance environment.

Key Responsibilities

• Process Documentation & Analysis
  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.
• Data & Performance Analysis
  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.
  Track and report benefits realization from process improvement and automation initiatives.
• Automation & Copilot Use-Case Support
  Define business use cases for automation and Copilot solutions, including tasks, workflows, business rules, and success criteria.
  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.
• Continuous Improvement & Change Support
  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.
• Governance & Controls
  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.

Qualifications & Experience

• 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; exposure to Power BI, Tableau, or similar tools preferred.
• Interest in automation and AI-enabled operational solutions from a business perspective.
• Strong written and verbal communication skills.

SALARY

The estimated salary range for this position is $65,000 - $80,000 per year. This is a good-faith assessment of the salary range for this position only. In determining the actual salary within this range, MSIG USA will consider a candidate’s relevant experience, location, and other job-related factors.

Additional 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
• Additional Benefit Programs
• Paid time off program
• Paid charitable leave
• Paid parental leave
• Tuition reimbursement program
• Personal insurance (auto/homeowners) discounts
• #LI-HYBRID #LI-REMOTE, #LI-HYBRID, #LI-ONSITE

EEO & DEI Statement

It is the policy of MSIG USA to provide equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. In addition, MSIG USA will provide reasonable accommodations for qualified individuals with disabilities.

Each employee plays an important role which contributes directly to the success and continued growth of MSIG.

MSIG Holdings (U.S.A.), Inc. (MSIG) is a wholly owned subsidiary of the MS & AD Insurance Group Holdings, Inc. - one of the top ten property-casualty insurance groups world-wide. Our Group has capital in excess of $25 Billion, operations in more than 40 countries and nearly 40,000 personnel located globally. MSIG in the U.S. is comprised of three insurance companies with licenses in all fifty states as well as Puerto Rico and the District of Columbia. These companies and five other subsidiaries, deliver state of the art risk financing programs, insurance products, risk engineering and claims management services that enable our clients to effectively and efficiently manage their risks. Our insurance companies share the A.M Best's A+ XV Rating and Standard & Poor's A+ Rating of our Japan-based parent. Our clientele runs the gamut from small and mid-sized, sole-proprietorships, partnerships and corporations, up to some of the largest and most sophisticated multinational corporations operating in the U.S. and globally. The vast majority of clients seek our support related to Commercial Lines insurance products including Commercial Property and Liability Insurance products. However, through our subsidiary - Seven Hills Insurance Agency, LLC. - we are able to provide Personal Lines Insurance products including homeowners, renters, automobile, etc.

Specialties: All Risk Property, Commercial Liability, Automobile, Workers Compensation, Management Liability, Marine, Excess & Umbrella, Claims Management, Risk Engineering services, etc.