Work Management Operations Analyst

Capital Group; Indianapolis (IN); On-site; USD 71,000 - 115,000; Full time

Job summary

Capital Group is seeking a Work Management Operations Analyst in Indianapolis. This role involves supporting clients by delivering scalable solutions, enhancing system capabilities, and optimizing processes. The ideal candidate will have a background in NICE WFM administration, project management, and a keen ability to influence diverse audiences.

Benefits

Annual performance bonuses

Profit-sharing

Retirement plan with 15% contribution

Hybrid work schedule

Qualifications

• Experience leading complex, cross-functional initiatives.
• Skills in documenting system configurations and process maps.
• Ability to create and improve standard processes for WFM.

Responsibilities

• Support internal clients and business lines with efficient solutions.
• Lead solution development and deployment in partnership with application teams.
• Identify efficiencies and drive innovation to improve user experience.

Skills

Experience as an administrator with NICE WFM

Strong communication skills

Decision-making and problem-solving skills

Project management skills

Job description

Work Management Operations Analyst page is loaded

Work Management Operations Analyst

Apply locations San Antonio, Hampton Roads, Irvine, Indianapolis

Type: Full time | Posted: 2 Days Ago | Requisition ID: JR5240

Success as a Work Management Operations Analyst at Capital Group involves:

Supporting internal clients and business lines within the American Funds Service Group by delivering efficient, scalable solutions that meet regulatory and operational needs. Your role will focus on enhancing system capabilities, streamlining processes, and optimizing WM systems to support evolving business demands.

You will lead solution development and deployment in partnership with application teams, serve as a subject matter expert on system enhancements, identify efficiencies, reduce manual processes, and drive innovation to improve user experience and business outcomes.

We are looking for someone with:

• Experience as an administrator with NICE WFM, Genesys, and Intradiem in a multi-site, multi-channel environment.
• Ability to create and improve standard processes for WFM and related systems management.
• Strong communication skills to influence and connect with diverse audiences.
• Experience leading complex, cross-functional initiatives and change management.
• Skills in documenting system configurations and process maps.
• Decision-making and problem-solving skills with sound judgment on escalation.
• Experience in project management and cloud migration from on-prem environments, contributing to modernization efforts.

Salary ranges vary by location:

• San Antonio: $67,148-$107,437
• Orange County: $81,710-$130,736
• Hampton Roads: $68,906-$110,250
• Indianapolis: $71,519-$114,430

In addition to competitive base salary, eligible employees may receive annual performance bonuses, profit-sharing, and a retirement plan with a 15% contribution from Capital.

Learn more about our compensation and benefits.

*Temporary positions in Canada and the US are excluded from these plans.

We are an equal opportunity employer, committed to diversity and inclusion, prohibiting discrimination based on race, religion, gender, age, disability, and other protected characteristics.

Capital Group is a leading financial company dedicated to improving lives through successful investing. Our values include integrity, client focus, diversity, and community, guiding us every day.

Our compensation package is top tier, with a standout retirement plan.

Our benefits support you at every life stage.

Enjoy a hybrid work schedule balancing home and office.

Our core values serve as our North Star, inspiring continuous improvement.