Simply Business is more than our name. It's how we approach insurance: Make it clear. Make it simple. Make it affordable. By combining exceptional talent, technology, data, and knowledge, Simply Business is the go-to online insurance brokerage that protects small businesses and the entrepreneurs who work hard to build them. 

We want team members who have the drive to challenge boundaries. If you’re smart and passionate about delivering brilliant customer experiences, we’d love to hear from you.

The Senior Operations Analyst will be responsible for providing analytical, strategic, and operational improvement support. This person will support overall operational excellence in the CSC via operational analysis and reporting, testing, and improving operational efficiencies.

The CSC is fast moving and experiences changes to processes on a frequent basis. The Senior Operations Analyst will need to have a flexible approach, keen attention to detail, an understanding of data analysis, and ideally has experience in making recommendations to improve process efficiencies.

As a Senior Operations Analyst you will:

• Manage our operational data insights collection process within the CSC, including aggregating all insights, analyzing trends, and suggesting changes to the business
•  Drive our internal reporting by working closely with CSC leadership and our Data and Analytics team to prepare executive level Monthly Operations Reports and internal leadership reports
• Own reporting on CSC telephony functions and all back office transactional customer interactions within CSC service
• Conduct insightful, ad hoc analyses to investigate operational trends and provide clarity into performance drivers
• Analyze and identify CSC performance drivers in sales and service inclusive of hit rate, conversion trends, call handling times, outbound and inbound effectiveness
• Work directly with distribution team to understand current and future impact to offline funnel demand fluctuations
• Partner with finance and operations enablement teams to provide cost benefit analysis for key CSC/Tech initiatives 
• Proactively communicate new trends, data and findings relative to CSC performance to CSC leadership along with recommended actions
• Communicate and present to SBMT on CSC performance for Monthly Ops Reviews
• Partner with Quality team to aggregate and perform trend analysis of call evaluations 
• Test new functionalities and products pertinent to CSC operations
• Partner with CSC supervisors to develop system and track individual performance with and provide results to CSC leadership on a monthly basis 
• Improve process by studying our current practices and identifying ways to enable efficiency and customer experience 
• Update, implement, and maintain procedures in collaboration with our Operational Excellence organization 
• Perform ad-hoc CSC operational tasks as needed such as ad-hoc reporting, data analysis, etc.

What we are looking for:

• Ability to work independently, as well as collaboratively
• Strong attention to detail
• Excellent communication and organizational skills
• Strong proficiency with Google Suite, particularly Excel, Looker, PowerBI &/or similar application software
• Minimum 3 years experience in analytical roles supporting operational teams
• Great organizational planning and problem-solving skills as well as excellent attention to detail
• Ability to prioritize and take initiative, and work well under pressure and deadlines
• Curious and excited to learn
• Able to pick up new things quickly and adapt to change 
• Excellent people skills
• Comfortable working across all levels and departments

What are the benefits?

Here are some of the great benefits and perks that come from being a Simply Business employee:

• A salary that reflects your experience, our pay policy, and the market we’re in from your first day

• Group plan for medical, dental, vision, and prescription drug coverage

• Short term disability, long term disability, and life insurance coverage

• Participation in the Company’s bonus program

• Participation in 401(k) plan with a 3% employer match

• Commuter benefits to help cut down on parking and public transit costs

• 25 days of vacation time plus 10 sick days and 10 company holidays

• A genuine investment in your learning and development

• Annual company trip, regular outings, and volunteer opportunities 

• An awesome WeWork office with cold brew coffee and other beverages on tap, local pop-up events, and more 

Simply Business is an equal opportunity employer. We're committed to welcoming and helping to grow employees within an inclusive & diverse culture. And that commitment starts with our interview process. 

Once you apply, your info will be reviewed in a committee with employees from different levels, teams, and experiences. We pride ourselves on fostering a sense of community, which is only made stronger by each individual at SB, so you'll have the opportunity to meet a variety of people throughout the process. Get excited!

Want more info on working at Simply Business? Check out our careers page: https://www.simplybusiness.com/careers/ 

What's going on with work from home and return to the office?

More and more, people are talking about going back to the workplace and the new normal. At Simply Business, we’re thinking of it as a Better Normal. That means offering our SBers more choice and greater flexibility to work in a way that’s best for their particular job, their teams, and their lives.

We’re shifting to a hybrid working model, so we’ll have employees working virtually and in the office at any given time.

We’re also aware there are times when working together in person is the best way to get things done. We expect our SBers to connect in their hubs (that’s what we call our offices) most likely once every few weeks. That said, there’s no one-size-fits-all solution, so we expect all SBers and their teams will find the operating rhythm that works best for them.

If you’re wondering what it might be like for you at Simply Business, our Talent Acquisition is happy to answer any questions. In fact for them, it’s perfectly normal.

Most of our interviews will still take place over Zoom (however, depending on the role, there may be the opportunity/expectation to meet members of the team in-person). If it looks like you could be a good fit for the role, we’ll ask you to interview on Zoom – you’ll need WiFi and a laptop, or a 4G-enabled smartphone. If you don’t have access to either of these, or you need support with your application, get in touch with us at [email protected]. Similarly, please email us with any questions or if you want to pause your application for a bit – we’ll be happy to keep you updated on future opportunities like the one above.