Senior Operations Business Analyst

Zurich North America is seeking a skilled Senior Operations Business Analyst to drive excellence in third party oversight and process improvement. The ideal candidate will collaborate with external partners, implement operational standards, and lead initiatives to enhance customer experience and efficiency.

Responsibilities:

• Provide oversight and support for customer service delivered by strategic TPAs
• Develop, refine, and implement business processes to ensure TPAs consistently meet Zurich’s operational and performance standards
• Set clear expectations for TPAs, monitor ongoing performance, and identify areas for improvement
• Proactively address compliance issues and escalate persistent patterns to senior leadership for resolution
• Lead improvement and standardization projects with TPAs to optimize operational delivery
• Analyze data from multiple sources to spot trends and understand how different scenarios impact customer service and TPA performance
• Use these insights to recommend changes that drive positive outcomes for both Zurich and our customers
• Collaborate with stakeholders to define business needs and requirements for process or system changes
• Lead implementation efforts that enhance business outcomes, customer experience, and operational efficiency
• Address challenging business issues and develop tailored solutions that meet customer needs and business constraints, improving service and performance
• Foster strong relationships with TPAs to identify opportunities for improvement and drive operational standardization
• Work across teams to enhance business delivery, focusing on improved customer service, cost efficiency, and higher levels of standardization

Requirements:

• Bachelors Degree and 6 or more years of experience in the Insurance Operations area OR
• High School Diploma or Equivalent and 8 or more years of experience in the Insurance Operations area OR
• Zurich Certified Insurance Apprentice including an Associate Degree and 6 or more years of experience in the Insurance Operations area
• Bachelor's degree in business, operations, or related field
• 5+ years of experience in operations management, business analysis, or third party oversight
• Proven ability to lead process improvement and standardization initiatives
• Strong analytical skills and experience using data to drive business decisions
• Excellent communication, stakeholder engagement, and relationship-building abilities
• Experience in insurance or financial services is a plus
• Third party relationship management experience
• Business process analysis