Operations Efficiency Analyst

Reports to: VP, Apps & Programming

Supervises: 0 (directly) 0 (indirectly) 

ESSENTIAL FUNCTIONS

• Analyze end-to-end business processes to identify inefficiencies, bottlenecks, and improvement opportunities.
• Develop and maintain operational performance dashboards and KPIs to monitor productivity, cost, quality, and service levels.
• Conduct time-and-motion studies, workload analysis, and staffing optimization assessments.
• Partner with business units to implement process improvement initiatives using Lean, Six Sigma, and other continuous improvement methodologies.
• Evaluate the effectiveness of current tools and systems; recommend upgrades or automation to enhance productivity.
• Collaborate with digital and IT teams to streamline or digitize manual and paper-based processes.
• Support the design and rollout of operational changes, including documentation, training, and change management.
• Provide data-driven insights to leadership for strategic decision-making.
• Prepare business cases and ROI analyses for proposed process improvements.
• Ensure adherence to regulatory, compliance, and risk standards during process reengineering efforts.
• Performs additional responsibilities and tasks as assigned to support departmental and organizational objectives

 EDUCATION/ EXPERIENCE

• Bachelor’s degree in Business, Finance, Industrial Engineering, Data Analytics, or related field (Master’s preferred).
• 3–5 years of experience in process improvement, business analysis, or operations within the credit union/banking or financial services industry.

 OTHER SKILLS AND ABILITIES

• Strong proficiency in Excel, SQL, and data visualization tools (e.g., Power BI, Tableau).
• Experience with process mapping tools (e.g., Visio, Lucidchart) and workflow analysis.
• Familiarity with Lean Six Sigma methodology.
• Familiarity with Symitar Credit Union systems as well as other Jack Henry Products and solutions.
• Knowledge of credit union/banking operations and regulatory environment is a plus.
• Strong analytical and critical thinking skills.
• Excellent communication and presentation abilities.
• Ability to influence and collaborate across departments.
• Detail-oriented with a focus on execution and follow-through.

 PERFORMANCE MEASUREMENTS:

• Reduction in operational costs or processing times.
• Improvement in employee productivity or utilization rates.
• Increase in straight-through processing rates or digital adoption.
• Number of improvement initiatives implemented with measurable impact.

 SERVICE STANDARDS:

• Own the Issue

o    Build confidence that you will help through your words and actions.

o    Minimize the team/member’s effort.

• Personalize the Experience

o    Show that you care about the person and the issue.

o   Adapt to the team/member’s pace, style, and emotional tone.

• Be Authentic

o    Be genuine.

o    Be present in the conversation to avoid sounding mechanical.

• Understand, then Solve

o    Aim for one-call resolution.

o    Address the underlying issue vs. just the request.

o    Be crystal clear on next steps.

• Be Curious to Exceed Expectations

o    Pick up on cues and clues indicating other needs.

o    Engage in conversation to discuss broader needs.

o    Help the member access additional resources, products, and services to gain more value.

 PHYSICAL DEMANDS:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to talk, hear, and sit. This position requires standing, walking, bending, kneeling, stooping, crouching. The employee may occasionally lift and/or move items over 15 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.

 WORK ENVIRONMENT:

Typical office – no hazardous or unpleasant conditions.

 We are an EEO Employer 

All descriptions have been reviewed to ensure that only essential functions and basic duties have been included.  Peripheral tasks, only incidentally related to each position, have been excluded.  Requirements, skills, and abilities included have been determined to be the minimal standards required to successfully perform the positions.  In no instance, however, should the duties, responsibilities, and requirements delineated be interpreted as all-inclusive.  Supervisors as deemed appropriate may assign additional functions and requirements.  

In accordance with the Americans with Disabilities Act, it is possible that requirements may be modified to reasonably accommodate disabled individuals.  However, no accommodations will be made which may pose serious health or safety risks to the employee or others or which impose undue hardships on the organization. 

Job descriptions are not intended and do not create employment contracts.  The organization maintains its status as an at-will employer.  Employees can be terminated for any reason not prohibited by law.