Business Analyst - Operations Excellence

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 Business 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, with additional responsibility for hands-on technical delivery including coding, rapid prototyping, and analytical model development. 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.
• Develop and maintain analytical models (e.g., forecasting, workload/capacity, segmentation, anomaly detection) to predict operational demand and quantify improvement impact.
• Write and maintain code (e.g., Python and/or SQL) to automate data extraction, transformation, analysis, and recurring reporting.
• Design, build, and support macro-based solutions (e.g., Excel VBA) to streamline operational workflows, standardize outputs, and reduce manual effort.
• 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.
• Partner with data science and engineering teams to design and productionize AI/ML solutions, including feature definitions, training/validation data requirements, evaluation metrics, and monitoring considerations.
• Build and iterate on ML prototypes/models (e.g., classification, NLP, document extraction, clustering) and translate results into operational recommendations and implementable requirements.
• 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 including advanced formulas, Power Query, and VBA/macro development; exposure to Power BI, Tableau, or similar tools preferred.
• Strong coding and analytics engineering skills (e.g., Python and/or SQL) with experience building repeatable data pipelines and automated reporting.
• Demonstrated model-building experience (statistical or machine learning) to support forecasting, optimization, segmentation, and/or risk/quality detection use cases.
• AI/ML expertise, including understanding of model lifecycle (data preparation, training/validation, evaluation, deployment, monitoring) and ability to communicate tradeoffs (accuracy, explainability, bias, and controls) in a regulated environment.
• Strong written and verbal communication skills.

What Success Looks Like

• Clear, accurate process documentation that enables operational improvement and scalability.
• Actionable insights that support operational decision-making.
• Well-defined automation and Copilot use cases that deliver measurable business value.
• Consistent, high-quality execution across improvement initiatives.
• Effective collaboration with Operations, Underwriting, Technology, and other Key functions

SALARY: The estimated salary range for this position is $110,000.00 - $140,000.00 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
#LI-HYBRID
#LI-REMOTE, #LI-HYBRID, #LI-ONSITE

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.