Operations & Process Improvement Analyst

Marsh Risk; Austin (TX); On-site; USD 65,000 - 90,000; Full time

Job summary

Marsh Risk in Austin, TX, is seeking a detail-oriented Business Analyst to join the Client Management Operations team. The role focuses on documenting and improving operational processes, QA, data reporting, and supporting onboarding and client service administration.

You will collaborate with operations, technology, data, and finance partners to deliver compliant, efficient outcomes, with at least three days per week in the office in a hybrid model.

Qualifications

• 2-4 years related or relevant experience in operations, process improvement, QA, business analysis, or a related function.
• Practical experience with process mapping and process documentation.
• Strong Excel skills and experience creating/managing operational reporting; familiarity with Power BI or similar dashboard tools.

Responsibilities

• Assist in mapping, documenting, and analyzing current-state business processes to identify inefficiencies, risks, and opportunities for improvement.
• Support the design and testing of process changes and new workflows; create clear process documentation, standard operating procedures, and user guidance for operational teams.
• Execute QA activities (QA), including developing QA test scripts/checklists, performing regular sampling/scoring of team outputs, documenting findings, and producing actionable recommendations.
• Maintain and administer the QA program: track QA metrics, produce quality scorecards, trend analyses, and deliver insights to team leaders to drive improvements in accuracy and compliance.
• Develop and maintain operational policies and procedures repositories (e.g., SharePoint); coordinate updates and ensure version control and approvals are in place.
• Produce, maintain, and distribute reporting and dashboards that measure operational performance, quality, throughput, and service-level metrics; leverage Power BI (or equivalent) and Excel for analysis and visualization.
• Support implementation of digital and automation solutions (Power Platform, RPA, low-code tools) by gathering requirements, performing UAT, documenting test results, and coordinating with Technology and Data partners.
• Support change management activities required to embed new processes or tools into daily operations.
• Participate in and support project workstreams as assigned - contributing analysis, status reporting, task follow-up, and cross-functional coordination to ensure timely delivery of improvements.

Skills

Process mapping

QA testing

Data analysis

Power BI

Excel

Stakeholder comms

Tools

SharePoint

Job description

Marsh Risk in Austin, TX, is seeking a detail-oriented Business Analyst to join the Client Management Operations team. The role focuses on documenting and improving operational processes, QA, data reporting, and supporting onboarding and client service administration.

You will collaborate with operations, technology, data, and finance partners to deliver compliant, efficient outcomes, with at least three days per week in the office in a hybrid model.