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Supervisor, Operations Analyst

Job Title: Supervisor, Operations Analysts

Unit: Benefit Administration

Reports To (Title): Manager DQ/DM

FLSA Status: Exempt

Date: March 2025

Description

This position is responsible for the development, implementation, and support of operational solutions to meet business needs. This position works closely with organizational units and functional leaders and partners with vendors to leverage available technology. This Supervisor plays a lead role in developing, distributing, supporting, enforcing, and integrating best practices, operational standards and plan administration rules across the organization.

This role will provide day-to-day support, task delegation, and priority setting of the Data Operations team. Additionally, the role will entail heads-down analysis and implementation of a diverse range and size of projects including integrations, custom reports, process improvements, and year end projects.   This role will work in collaboration with business analysis and implementation teams to meet agreed-upon service levels for support of Benefits Administration, IT, and Finance units as well as other key stakeholders as identified. 

This position must understand and comply with all of Portico’s Governance, Risk, and Compliance standards (e.g. internal controls, regulatory compliance, policy compliance evidence retention) and promote these standards in a manner that is required of all managers. 

Key Responsibilities

  • Operational (BAU) Support – effectively balance and prioritize workloads such as  volume of projects, on-going support, and continuous improvement; maintain in-depth knowledge of benefit processes, billing functions, research activities, data quality, and maintenance;
  • Support Application Management (from the operational side) – Improve business processes and support critical business strategies by leading the definition of software requirements and the implementation, testing, and maintenance of business applications systems. Lead multiple project solution definition efforts and mentor analysts to ensure that specifications are met.
  • Operational Process Management – Analyze existing and new technical specifications and requirements according to needs. Gather and prioritize product and customer requirements, and work closely with development to oversee and approve designs, enhancements, conduct UAT testing, and quality. Interface with all parts of the organization to drive operational capabilities to meet the business needs and customer satisfaction goals.
  • Participate in continuous improvement –  Support Application/requirements validation (testing) and scope definition and validation.
  • Provide Level 1 production support/triage – In coordination with other IT teams, manage escalation process and closure for incidents and issues. Support the business analysts and software developers with Level 2 and Level 3 triage as needed. 

Qualifications

  • Strong analytical and data analysis skills.
  • Expert-level skills with the following applications:
    • Microsoft SQL Server
    • Microsoft SQL Reporting services
    • MS CRM (dashboards and advanced finds)
  • Ability to manage multiple priorities, maintain organization among numerous initiatives, and administratively stay current on tasks and responsibilities.
  • Strong interpersonal skills, demonstrated ability to support effective team building and motivating.

Education:

BS or BA in related field.

Experience:

  • 5+ years of experience in business analysis, operations, project leadership, process improvement, reporting, and metrics.
  • 4+ years of strong team leadership.  
  • Experience with business data needs and data quality.
  • Experience in requirements analysis and systems design.
  • Benefits and healthcare related fields a plus.

STARTING PAY RANGE: $87,922 – $112,003 per year.

BENEFITS SUMMARY: Portico offers a comprehensive benefits package which includes premiums paid for health care coverage, 10% employer retirement contribution, and competitive time off and wellness benefits.