Business Process Design & Improvement, Sr Analyst (Workforce Management)

*** Candidates should reside in the Carmel/Indianapolis market and be able to work in the office 2-3 days per week. This is a hybrid position, and work arrangements may be subject to change anytime based on business needs.
The Business Process Design and Improvement, Sr. Analyst (CAI Inventory Solutions) plays a critical role in ensuring operational excellence and business performance by driving quality metrics and managing processes/programs across the Titles Shared Services Center (TSSC) team by providing advice, guidance and operations management support. This role will report to the Sr. Manager, Business Process Design & Improvement. The Business Process Design and Improvement Sr. Analyst works with multiple cross-functional stakeholders at varying levels of management to identify, design and implement operational improvements and help drive performance, decrease complexity, and increase effectiveness. Determines, implements, tracks and analyzes business metrics / KPIs and the operations required to achieve those metrics. Develops actionable insights, exercises sound business judgment and engages with management to focus and improve business operations. This role will rely heavily on influencing leaders and team members to drive change and provide operations management support. Additionally, this role supports capacity planning and throughput optimization across Titles Shared Services Center (TSSC) operations, ensuring appropriate resource alignment, workload distribution, and efficiency to meet service level objectives and business demand.
PRIMARY DUTIES/KEY RESPONSIBILITES

• Uses influence to lead and provide operations management support to Titles Shared Services Center (TSSC) to include leadership and Title Specialists.
• Client experience and employee engagement are key priorities in the implementation of new hire on boarding, professional development programs, optimized business processes, and incentive programs that are aligned across Title Shared Services Center (TSSC).
• Manages implementation of various projects and initiatives to provide new and more streamlined methods for Title Specialists to work with clients, auctions, and the Titles Shared Services Center (TSSC) Support team

• Develops and owns action and project plans to achieve defined objectives for the overall Titles team. This will include associated cost for team and fiscal requirements.

• Provides leadership with recommendations. based on his/her own analysis or those of Titles team employees for process and system solutions to align with business short and long-term priorities.

Driving Quality Metrics & Operational Alignment:

• Trend Forecasting & Strategic Interventions: Analyzes data to forecast dispute trends, problem solve and provide recommendations to enhance operational effectiveness and efficiency. Proposed strategic interventions will help mitigate risks and improve dispute resolution efficiency.

• Will partner with Business Operations and the Sr. Manager - Business Process Design and Improvement to ensure Titles practices align with company standards, delivering consistent outcomes.
• Leads initiatives and coaching to enhance Titles quality, driving operational teams toward achieving defined quality metrics in the Titles Shared Service Center (TSSC).
• Monitors, reports on, and provides recommendations to improve quality, while reinforcing best practices and ensuring compliance with title guidelines.

KPI, Throughput & Capacity Monitoring:

• Monitors KPIs related to title processes, dispute resolution times, title performance, and client satisfaction and provides feedback to leaders and coaching to the title teams.

• Defines, tracks, and analyzes throughput metrics (e.g., volume processed, cycle time, backlog) to assess operational efficiency and identify improvement opportunities.
• Partners with Business Operations to evaluate capacity against demand forecasts, identifying risks and recommending proactive adjustments to staffing, prioritization, and workflows.
• Establishes reporting and dashboards to provide visibility into throughput, backlog trends, and capacity constraints for leadership decision-making.

• Provides timely and accurate reporting of performance data to senior leadership, highlighting key trends and potential risks.
• Work cross-functionally with the business operations team to track progress toward key objectives and identify actionable insights for continuous improvement.

Financial Impact Analysis:
Track the financial implications of disputes, evaluating the overall cost to the business. Use these insights to recommend adjustments to processes or policies, helping the company reduce losses and streamline operations. Incorporates throughput and capacity considerations into financial impact analysis to ensure cost-effective operational scaling and resource utilization.
Workforce Management & Load Balancing:

• Partners with the Titles Support team to ensure titles are processed timely and properly prioritized.
• Will partner with the Business Operations team and Operational Excellence to continue to improve upon an automated process to load balance case and prioritize titles based on complexity and difficulty.
• Implements strategies to improve title processing times without compromising on quality.
• Supports capacity planning efforts by analyzing workload trends, seasonal fluctuations, and forecasted volumes to ensure adequate staffing and resource allocation.
• Develops and recommends strategies to balance throughput demand with available capacity, minimizing bottlenecks and maintaining service levels.
• Collaborates with Operational Excellence and Business Operations to refine forecasting models and improve accuracy of workload planning.

Capacity Planning & Throughput Optimization

• Leads analysis of end-to-end throughput across title processes to identify inefficiencies and drive continuous improvement.
• Evaluates current and future capacity needs, incorporating business growth, volume trends, and process changes into planning efforts.
• Recommends process, tooling, or staffing changes to improve processing speed, reduce backlog, and optimize overall throughput.
• Partners with leadership to align capacity planning strategies with business priorities, financial goals, and client experience objectives.

Cross-Functional Collaboration & Reporting:

• Act as a liaison between the Titles teams, Support and Operations to ensure consistency in dispute resolution practices.
• Drive collaboration across departments to ensure the titles function supports broader business goals and client satisfaction.
• Generate and present reports on titles outcomes, KPIs, and workforce efficiency to senior leadership, providing insights for strategic decision-making.

Required Experience & Specialized Knowledge and skills

• Bachelor's Degree in a related field and 4 years' experience. The right candidate could also have a different combination, such as a master's degree and 2 years' experience; a Ph.D. and up to 1 year of experience; or HS Diploma/GED and 8 years' experience in a related field.
• Excellent written and verbal communication skills to be able to communicate at all levels.
• Analytical mindset with attention to detail, able to effectively interpret data/metrics, identify trends, and make data-driven recommendations.
• Experience analyzing operational performance, including throughput, cycle time, or workload trends, to support business decision-making.
• Demonstrated ability to collaborate effectively to build solutions with an enterprise mindset that meet the needs of the team.
• Ability to apply knowledge of industry trends, Manheim & CAI business and clients, and titles.
• Ability to successfully influence others regardless of the reporting structure.
• Strong consulting skills with leadership, Title Specialists, and internal clients.
• Working knowledge of workforce management, capacity planning concepts, and load balancing approaches.
• Exposure to forecasting, demand planning, or resource modeling to support operational efficiency is preferred.
• Experience with Salesforce, AS400, Auction systems and process, VCF, etc. preferred.
• Proficiency in Microsoft Office.

USD 81,400.00 - 122,000.00 per year
Compensation:
Compensation includes a base salary in the range of $81,400.00 - $122,000.00. The base salary may vary within the anticipated base pay range based on factors such as the ultimate location of the position and the selected candidate's knowledge, skills, and abilities. Position may be eligible for additional compensation that may include an incentive program.
Benefits:
The Company offers eligible employees the flexibility to take as much vacation with pay as they deem consistent with their duties, the company's needs, and its obligations; seven paid holidays throughout the calendar year; and up to 160 hours of paid wellness annually for their own wellness or that of family members. Employees are also eligible for additional paid time off in the form of bereavement leave, time off to vote, jury duty leave, volunteer time off, military leave, and parental leave.
Applicants must currently be authorized to work in the United States for any employer without current or future sponsorship.
EOE, including disability/vets