Client Operations Analyst

NY, United States Mid-Level

Lifion is looking for a Client Operations Analyst to help create and drive a sustainable and best-in-class client support process. The candidate should be motivated to provide an exceptional client experience, whether it’s achieved by driving collaboration across teams, or by stepping in directly to consult with clients.

RESPONSIBILITIES:

  • Manage the current client support process and ensure client issues are tackled in a timely fashion with high quality service
  • Play “quarterback” to drive client support issues with Product and Business to resolution; act as a liaison between teams
  • Track metrics; keep the organization informed of performance, and identify areas for improvement
  • Execute on the team’s process improvement goals, which may involve engaging with tooling partners
  • Help implement training and certification for Support personnel

QUALIFICATIONS REQUIRED:

  • Superior communication skills, preferably from 2 or more years of experience in a client-facing or client support role
  • Excellent organizational and time management skills for handling multiple activities
  • Analytical mindset and willingness to learn
  • Commitment to being accountable for results
  • Capacity for building relationships both internally and externally
  • Strong focus on client service
  • Ability to think independently and make decisions
  • Strong interpersonal skills and desire to interact with multiple teams
  • Agility: Can take a collaborative approach to work, and execute independently when required

PREFERRED QUALIFICATIONS:

Preference will be given to candidates who have the following:

  • Support operations experience is strongly preferred
  • Knowledge of functional area (HR, Payroll, Benefits, Compliance, Time & Labor Management)
  • Experience with JIRA, Excel, Powerpoint, Visio or LucidCharts
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