Overview:

Securian Financial is hiring a Business Operations Analyst. The selected candidate will work closely with our Contact Centers to provide technical expertise, project consultation and operational support across all of Securian US and Canada.

Our Customer Contact Centers provide customer service for all markets via incoming toll-free calls, emails, and web chats. Associates respond to information and contract administration inquiries and/or service requests on New Business, Sales, Claims and Underwriting.

This is a fast-paced and multi-dimensional role that will be responsible for leading meetings with stakeholders and working cross-functionally across the organization.

Responsibilities Include but Not Limited To:

Provides subject matter expertise and application support for various contact center services and systems
Creates and manages all data controls and reporting functions
Leads and consults on contact center projects for strategic and technology initiatives
Support market initiatives, representing the Contact Center as it relates to product training, campaign scripting, timing of mailings and predicting call drivers and volumes
Leads and manages contact center telephony and technology projects enhancements for initiatives and daily operations
Partners with contact center, business unit stakeholders and other teams to analyze, design, prioritize, and implement new functionality and ensure solutions meet current and future business needs
Develops and maintain technical and operational documentation of processes
Maintain awareness of current trends in the contact center technology space

Qualifications:

Excellent communication skills
Strong Microsoft Excel skills
Technical skills
Strong project management and organizational skills
Ability to work independently, research situations, and make quality decisions with minimal direction

Preferred Qualifications:

Experience working in project management, operations, or in a call center environment
Experience working in a Business Analyst/Project Manager role
Expert knowledge of contact center methodologies and services and systems, as it relates to service level goals, performance guarantees, and operational efficiencies.
Strong analytical, problem-solving and decision-making skills to identify trends in Contact Center performance reports and improvements in procedures and technology
Represent contact center expertise to all related business lines, including technical, operational and marketing. This would entail making decisions on behalf of the contact center

Securian Financial believes in hybrid work as an integral part of our culture. Associates get the benefit of working both virtually and in our offices. If you’re in a commutable distance (90 minutes), you’ll join us 3 days each week in our offices to collaborate and build relationships. Our policy allows flexibility for the reality of business and personal schedules.

The estimated base pay range for this job is:

$45,500.00 - $84,500.00

Pay may vary depending on job-related factors and individual experience, skills, knowledge, etc. More information on base pay and incentive pay (if applicable) can be discussed with a with a member of the Securian Financial Talent Acquisition team.

Be you. With us. At Securian Financial, we understand that attracting top talent means offering more than just a job – it means providing a rewarding and fulfilling career. As a valued member of our high-performing team, we want you to connect with your work, your relationships and your community. Enjoy our comprehensive range of benefits designed to enhance your professional growth, well-being and work-life balance, including the advantages listed here:

Paid time off:

We want you to take time off for what matters most to you. Our PTO program provides flexibility for associates to take meaningful time away from work to relax, recharge and spend time doing what’s important to them. And Securian Financial rewards associates for their service by providing additional PTO the longer you stay at Securian.
Leave programs: Securian’s flexible leave programs allow time off from work for parental leave, caregiver leave for family members, bereavement and military leave.
Holidays: Securian provides nine company paid holidays.

Company-funded pension plan and a 401(k) retirement plan: Share in the success of our company. Securian’s 401(k) company contribution is tied to our performance up to 10 percent of eligible earnings, with a target of 5 percent. The amount is based on company results compared to goals related to earnings, sales and service.

Health insurance: From the first day of employment, associates and their eligible family members – including spouses, domestic partners and children – are eligible for medical, dental and vision coverage.

Volunteer time: We know the importance of community. Through company-sponsored events, volunteer paid time off, a dollar-for-dollar matching gift program and more, we encourage you to support organizations important to you.

Associate Resource Groups: Build connections, be yourself and develop meaningful relationships at work through associate-led ARGs. Dedicated groups focus on a variety of interests and affinities, including:

Mental Wellness and Disability
Pride at Securian Financial
Securian Young Professionals Network
Securian Multicultural Network
Securian Women and Allies Network
Servicemember Associate Resource Group

This information is not intended to explain all the provisions of coverage available under these plans. In all cases, the plan document dictates coverage and provisions.

Securian Financial Group, Inc. does not discriminate based on race, color, religion, national origin, sex, gender, gender identity, sexual orientation, age, marital or familial status, pregnancy, disability, genetic information, political affiliation, veteran status, status in regard to public assistance or any other protected status. If you are a job seeker with a disability and require an accommodation to apply for one of our jobs, please contact us by email at Employment@Securian.com, by telephone 651-655-5522 (voice), or 711 (Relay/TTY).

Securian Financial Group

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