Sr. Operations Consultant, Business Excellence

Osaic; Scottsdale (AZ); Hybrid; USD 85,000 - 105,000; Full time

Benefits offered by this job

Health insurance

Vision insurance

Dental insurance

401k

Paid time away

Volunteer days

Job summary

Osaic in Scottsdale, AZ seeks a Senior Operations Consultant to lead investigations of complex operational issues, applying root cause analysis and Lean/Six Sigma to reduce escalations and improve service.

The role drives cross-functional collaboration, analyzes data to identify systemic drivers, and guides improvement initiatives that boost efficiency and advisor satisfaction across support functions.

Qualifications

• 7+ years of relevant Financial Services experience including customer service and operations.
• Proven experience in resolving complex escalations using root cause analysis and process improvement (Lean/Six Sigma).
• Excellent written and verbal communication with ability to influence stakeholders.
• Strong analytical mindset with collaborative problem solving.
• Strong organizational and time management skills with the ability to multi-task.
• Adaptability and flexibility in a dynamic environment.
• Proficiency in relevant software and tools.
• Demonstrates strong relationship management and ability to build positive stakeholder relationships.

Responsibilities

• Lead cross-functional investigations of complex, high-risk escalations and perform root cause analyses.
• Develop and maintain RCA documentation ensuring timely resolution and leadership visibility.
• Analyze complex cases and RCA data to identify trends and improve efficiency and service quality.
• Facilitate collaboration among advisors, support staff, and business partners to align resolution strategies.
• Support staff engagement initiatives and convert feedback into measurable improvements.
• Recommend data-driven process, policy, and system improvements to reduce errors and shorten cycles.
• Partner with leaders to identify knowledge gaps and improve training and communications.
• Lead or contribute to cross-functional projects and continuous improvement initiatives.
• Produce dashboards and presentations that communicate insights and recommendations to leadership.
• Monitor effectiveness of corrective actions and identify further optimization opportunities.
• Mentor team members and share best practices to develop analytical capabilities.

Skills

Root cause analysis

Data analysis

Lean

Six Sigma

Stakeholder management

Communication

Problem solving

Analytical mindset

Cross-functional collaboration

Education

Bachelor’s degree preferred

High school diploma or equivalent

Job description

Business Excellence and Operational Improvement Consultant Opportunity in Financial Services

Senior Operations Consultant, Business Excellence

Location(s):

Atlanta: 2300 Windy Ridge Pkwy SE, Suite750, Atlanta, GA 30339
La Vista:12325 Port Grace Blvd, La Vista, NE 68128
Oakdale: 7755 3rd St. N, Oakdale, MN 55128
Scottsdale: 18700 N Hayden Rd, Suite 255, Scottsdale, AZ 85255
St. Petersburg: 877 Executive Center Dr. W, Suite 300, St. Petersburg, FL 33702
Osaic has returned to the office on a hybrid schedule requiring a minimum of 4 days weekly in the office. Applicants should be located at one of our hubs listed above and must be willing to work this schedule.

Role Type:

Full-time

Salary:

$85k - $105k per year + annual performance-based bonus

Actual compensation offered will be determined individually, based on a number of job-related factors, including location, skills, licensure, experience, and education.

Our competitive compensation is just one component of Osaic’s total compensation package. Additional benefits include health, vision, dental insurance, 401k, paid time away, volunteer days and much more. To view more details of what you can look forward to, visit our careers page: Osaic Benefits.

Summary

The Business Excellence and Operational Improvement Sr Consultant leads the investigation of complex operational issues, escalations and service challenges across different support functions. This role applies advanced root cause analysis, data analysis, and continuous improvement methodologies to identify systemic drivers, recommend sustainable solutions, and influence organizational change. Through cross-functional leadership, stakeholder engagement, and data-driven insights, the Business Excellence and Operational Improvement Sr Consultant will help improve advisor and support staff satisfaction, reduce complaints and escalations, strengthen operational efficiency, decrease NIGO and cycle times, and enhance the overall service experience.

Education Requirements

• Bachelor’s degree preferred, high school diploma (or equivalent) in combination with significant practical experience will be considered in lieu of degree. Minimum of high school diploma or equivalent is required.

Responsibilities

• Lead cross-functional investigations of complex, high-risk, and high-visibility escalations, conduct Root Cause Analyses that identify systemic drivers and produce recommendations that reduce complaint volume, prevent issue recurrence, and improve advisor and support staff experiences.
• Develop and maintain comprehensive case and root cause analysis documentation, ensuring timely resolution, accurate issue tracking, and visibility into corrective actions and outcomes for leadership stakeholders.
• Analyze complex cases, escalation and RCA data to identify trends, process breakdowns, and emerging risks, providing actionable insights that improve efficiency, first-contact resolution, service quality and business performance.
• Facilitate collaboration among advisors, support staff, operational teams, and business partners to align issue resolution strategies, drive accountability for action plans, and accelerate sustainable problem resolution.
• Champion Financial Professional Staff Engagement initiatives by providing support to staff members participating in Service Excellence Council and Champion Circle activities, capture/evaluate feedback, and convert insights into measurable improvement opportunities that enhance experience, operational effectiveness, and service delivery.
• Recommend and influence process, policy, workflow and system improvements by presenting data-driven business cases that gain stakeholder support and advance initiatives and training solutions designed to reduce errors and NIGO rates, shorten processing cycle times and improve operational efficiency and advisor satisfaction.
• Partner with leaders and subject matter experts to identify operational knowledge gaps and recommend training, communication, and support solutions that improve proficiency, increase process consistency, and reduce service errors.
• Lead or contribute to cross-functional projects and continuous improvement initiatives, coordinating activities, managing stakeholder engagement, and delivering solutions that achieve measurable business and service objectives.
• Produce reporting, dashboards, and presentations that synthesize complex data into clear insights, measurable outcomes, risk considerations and strategic recommendations for leadership decision-making.
• Monitor and assess the effectiveness of implemented corrective actions and improvement initiatives by tracking performance indicators and stakeholder feedback to validate outcomes and identify additional opportunities for optimization.
• Advise and mentor team members by sharing subject matter expertise, promoting best practices, and supporting the development of analytical, problem-solving, and continuous improvement capabilities.
• Research and apply current and emerging industry trends, regulatory developments, operational excellence practices, and service improvement methodologies to strengthen business processes, improve stakeholder experiences, and support organizational goals.
• Perform other duties and special projects as assigned.

Basic Requirements

• 7+ years of relevant Financial Services Industry experience, including customer service and operations.
• Proven experience in successfully resolving complex escalations using expertise in root cause analysis and process improvement practices such as Lean, Six Sigma, or others.
• Confident, comfortable communicator with advanced written/verbal communication and interpersonal skills and demonstrated ability to effectively influence stakeholders at all levels.
• Demonstrates strong analytical mindset with collaborative problem-solving abilities.
• Strong organizational and time management skills with the ability to prioritize workload and multi-task while maintaining strict attention to detail.
• Adaptability and flexibility in a dynamic environment.
• Proficiency in relevant software and tools.
• Demonstrates strong relationship management skills including ability to build and maintain positive relationships with internal and external stakeholders.
• Critical ability to work independently and collaboratively in a fast-paced environment, adept in ability to coordinate and balance multiple time-sensitive initiatives under pressure and within deadlines.

Preferred Requirements

• Experience with relevant ticketing or case management systems.
• Knowledge of industry-specific regulations and standards.

Equal Opportunity Employer

Osaic is an equal opportunity employer. We celebrate diversity in our workplace and we hire the most qualified candidates without regard for age, ethnicity, gender, gender identity or expression, language differences, nationality or national origin, family or marital status, physical, mental, and developmental abilities (or the perception of a disability), genetic information, race, religion or belief, sexual orientation, skin color, social or economic class, education, work and behavioral styles, political affiliation, military service, caste, or any other characteristic protected by law.

Eligibility

Applicants for employment in the US must have valid work authorization that does not now and/or will not in the future require sponsorship of a visa for employment authorization in the US by Osaic.

Unqualified Applications

Osaic does not consider applications from candidates who do not meet the minimum qualifications stated in the job posting.

Recruiting Agencies

Osaic only accepts candidates from contracted recruiting firms and only for searches approved prior to submissions. Fees will not be paid for unsolicited submissions.