• Sr. Operations Analyst

    Job Locations US-FL-Deerfield Beach
    Posted Date 3 weeks ago(6/1/2018 12:59 PM)
    Requisition ID
    # of Openings
    Job Family
  • Overview

    JM&A Group is one of the largest independent providers of finance and insurance (F&I) products in the automotive industry. For nearly 40 years, the company has helped automobile dealers achieve unsurpassed levels of performance. JM&A Group provides more than 3,800 dealerships with a variety of products and services, such as new and used vehicle protection plans, pre-paid maintenance plans and GAP protection programs. Among JM&A Group’s competitive advantages is its robust training and consulting services for F&I professionals, and the company is actively evolving to meet consumer preferences to remain a market leader and a partner of choice.

    Job Description

    The Sr. Operations Analyst will take a lead role in providing reporting, analytics and strategic recommendations for the Customer Service Department, supporting Mechanical Claims, Tier 1, Payment and GAP for a multi-site call center operation.


    The primary role is to manage and optimize the planning activities for a multi-site operation which includes; preparation and presentation of monthly reporting, creating forecasts and staffing models, providing insight and analysis to assist in tactical and strategic decisions.


    Responsibilities also include developing, improving and automating existing reports and models, working with department heads to update data, documenting and analyzing data, presenting the results to management and handling ad hoc requests. Additional responsibilities listed below:

    • Help develop quantifiable measurements to identify levels of success on various technology and/or business transformations efforts
    • Identify opportunities for process improvement within the Admin department
    • Develop and implement solution aimed at increasing efficiencies within the team
    • Evaluate, identify and implement opportunities to leverage the Tableau tool that will provide business value (Dashboard, Monthly Reporting Package, etc)
    • Provide weekly / monthly reporting, forecasts, insight and analyses to assist management in tactical and strategic decisions.
    • Assist  with refining the monthly reporting process to improve the quality and timeliness of financial reporting
    • Data mining, data cleansing, modeling and analyzing information, documenting existing and future business processes
    • Summarize data into presentations. The presentations will be used in support of business decisions and strategic direction. The presentations will also be directed at internal audiences such as executive management.
    • Coordinate with workforce analysts and call center managers across sites to identify opportunities for service improvements and efficiencies
    • Analyze and resolve service delivery issues not resolved by workforce analysts
    • Ensure adherence/compliance to workforce management policies and procedures in all sites
    • Special projects / ad hoc analyses
    • Idea generation / recommendations / etc.


    Job Requirements

    • Bachelors Degree in Business Administration, MBA preferred
    • Strong quantitative, analytical and problem solving skills
    • Experience in financial analysis and reporting or related work. With demonstrated financial analysis and modeling expertise
    • Experience in presenting / discussing results of performance
    • Ability to prioritize tasks efficiently with a high level of attention to detail
    • Excellent project management, interpersonal and organizational skills
    • Experience in presenting and discussing results of performance
    • Ability to work under tight deadlines while being flexible and responsive to changing conditions
    • High degree of proficiency with productivity tools (especially Microsoft Excel)


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