Operations Excellence Business Analyst

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 Business 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, with additional responsibility for hands-on technical delivery including coding, rapid prototyping, and analytical model development. 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.
• Develop and maintain analytical models (e.g., forecasting, workload/capacity, segmentation, anomaly detection) to predict operational demand and quantify improvement impact.
• Write and maintain code (e.g., Python and/or SQL) to automate data extraction, transformation, analysis, and recurring reporting.
• Design, build, and support macro-based solutions (e.g., Excel VBA) to streamline operational workflows, standardize outputs, and reduce manual effort.
• 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.
• Partner with data science and engineering teams to design and product ionize AI/ML solutions, including feature definitions, training/validation data requirements, evaluation metrics, and monitoring considerations.
• Build and iterate on ML prototypes/models (e.g., classification, NLP, document extraction, clustering) and translate results into operational recommendations and implementable requirements.
• 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…