Operations Analyst, Agency Services

Job Summary

The Operations Analyst provides essential support and coordination for a wide variety of complex activities within Agency Services, focusing on system enhancements and production implementations. Serving as a key liaison and subject matter expert, this role partners with IT, production teams, and other business areas to analyze and resolve production issues, drive system improvements, and support the modernization of agency platforms. This position is critical in ensuring the smooth operation, continuous improvement, and modernization of Agency Services platforms.

Duties and Responsibilities

• Serve as the subject matter expert representative for Agency Services in cross-functional collaborations.
• Act as a liaison between business areas and IT to define, coordinate, and communicate changes that enhance efficiency and departmental workflow.
• Develop and maintain a thorough understanding of the Life Insurance/Annuity industry, company products, industry trends, and state regulations related to contracting and commission activities.
• Utilize deep knowledge of agency services systems and processes to quickly analyze, triage, and resolve escalated issues related to commissions and contracting, collaborating with IT and supporting the Commissions and Licensing teams as needed.
• Lead or participate in meetings for requirements gathering, enhancement planning, and production incident analysis.
• Coordinate and support pre- and post-implementation testing, validation activities, and table changes in the production environment, especially for commission rates and new product launches.
• Provide complex analysis and recommendations to management, including creative solutions for process or technology challenges.
• Develop and maintain expertise in Agency Services data and reporting tools to support analysis, triage, and enhancement planning.
• Monitor, analyze, and provide feedback or take action on error trends and issues related to system functionality or training needs.
• Ensure adherence to project timelines, successful outcomes, and effective, timely communication.
• Demonstrate the courage and professionalism to express views and contribute to business process decisions, ensuring platforms and processes remain aligned.

Experience and Education Requirements

• Bachelor’s degree in related field required; combination of education and experience considered in lieu of degree.
• Minimum 3 years’ experience in project-related support and implementation, as well as business analysis or related field.
• Experience working in the financial services and/or insurance industry.

Knowledge, Skills & Abilities

• Strong customer relationship management, with excellent written and verbal communication skills.
• Proficient in Microsoft Office Suite (especially Excel), mainframe processing, and utilizing dual monitors.
• Strong attention to detail and accuracy in supporting business operations, defining requirements, and detecting errors.
• Skilled in managing multiple concurrent tasks and assignments in a fast-paced environment.
• Demonstrated ability to self-organize, set priorities, and manage workload to meet deadlines.
• Capable of supporting team efforts, collaborating effectively, and building productive, team-driven relationships.
• Experienced in providing technical support and documentation for operational activities.
• Able to analyze patterns and datasets to derive intuitive conclusions and proactively solve problems.
• Demonstrated accomplishments in implementing process enhancements and other initiatives.
• Adaptable, with a willingness to build new skills and embrace new ways of thinking.
• Empowered to actively participate in meetings, ensuring all perspectives are considered.
• Monitors, measures, and assesses processes to identify areas for improvement and eliminate operational waste.
• Dedicated and accountable, with the ability to communicate obstacles and ensure tasks are completed accurately.

Other Requirements

• Perform other functions, duties and projects as assigned.
• Regular and punctual attendance.
• Some travel may be required (less than 10%).

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Additional Information

Work Environments

F&G believes in an employee-centric flexible environment, which is why we offer the ability for in-office, hybrid and remote work arrangements. During the hiring process, you'll work with your leader to decide what works best for your role.

F&G complies with federal and state disability laws and makes reasonable ac