Operations Excellence Analyst

MSIG USA continues to grow! 

Company Overview:

MSIG USA is the US-based subsidiary of MS&AD Insurance Group Holdings, Inc., one of the world’s top P&C carriers and a global Class 15 insurer, with A+ ratings and a reach that spans 40+ countries and regions. Leveraging our 350-year heritage, MSIG USA brings the financial strength, expertise, and global footprint to offer commercial insurance solutions that address your business’s unique risks.

Role Overview

The Operations Excellence Analyst supports business-led process improvement, documentation, performance analysis, and business use-case definition for automation and Copilot initiatives across insurance operations. Primary focus areas include billing, collections, underwriting support, and policy administration.

This role is execution-oriented and focused on operational clarity and business requirements. The analyst partners with Operations, Underwriting, Technology, and other key functions teams to define business workflows, rules, controls, and success criteria that enable efficient and compliant solution delivery within a regulated insurance environment.

Key Responsibilities

Process Documentation & Analysis

• Document end-to-end operational processes using SIPOC, swim lanes, and RACI methodologies.
• Define current-state and future-state business workflows, decision points, and exception handling.
• Identify inefficiencies, rework drivers, control gaps, and handoff risks.
• Maintain process documentation and ensure accuracy, consistency, and version control.

Data & Performance Analysis

• Analyze operational metrics including cycle time, backlog, aging, error rates, and SLA performance.
• Prepare reports, dashboards, and insights for Operations and leadership.
• Support root-cause analysis and quantify operational and financial impacts.
• Track and report benefits realization from process improvement and automation initiatives.

Automation & Copilot Use-Case Support

• Define business use cases for automation and Copilot solutions, including tasks, workflows, business rules, and success criteria.
• Document required inputs, expected outputs, exception scenarios, and human-in-the-loop controls.
• Support business acceptance testing and validation of delivered solutions.
• Partner with Technology and Automation teams to ensure solutions align with defined business requirements and governance standards.

Continuous Improvement & Change Support

• Support Lean and continuous improvement initiatives across operations.
• Assist in the development and maintenance of SOPs, job aids, and training materials.
• Support change impact assessments and operational readiness activities.
• Participate in pilots and proof-of-concept initiatives.

Governance & Controls

• Document business controls and operational evidence requirements.
• Support audit, risk, and compliance remediation tracking.
• Ensure process changes align with regulatory, governance, and data usage standards.

Qualifications & Experience

• Bachelor’s degree in Business, Finance, Operations, Information Systems, or a related field.
• 1–4 years of experience in operations, process improvement, analytics, or consulting.
• Strong analytical and problem-solving skills with attention to detail.
• Experience with process mapping and documentation techniques (SIPOC, swim lanes, RACI).
• Proficiency in Excel; exposure to Power BI, Tableau, or similar tools preferred.
• Interest in automation and AI-enabled operational solutions from a business perspective.
• Strong written and verbal communication skills.


SALARY: The estimated salary range for this position is $65,000 - $80,000 per year. This is a good-faith assessment of the salary range for this position only. In determining the actual salary within this range, MSIG USA will consider a candidate’s relevant experience, location, and other job-related factors.

Additional Benefits:  
Healthcare and Retirement Benefits
Comprehensive medical, dental, and vision coverage
401(k) with a generous employer match and profit-sharing contribution
Wellness incentive program
Life and accidental death and dismemberment (AD&D) insurance
Flexible spending programs
Short-term and long-term disability plans

Additional Benefit Programs
Paid time off program
Paid charitable leave
Paid parental leave
Tuition reimbursement program
Personal insurance (auto/homeowners) discounts


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It's an exciting time for our company and a great opportunity to join a financially sound and growing global insurance group!  

It is the policy of MSIG USA to provide equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. In addition, MSIG USA will provide reasonable accommodations for qualified individuals with disabilities.