Client Operations Analyst at Root Capital

The Client Operations Analyst will deliver top-tier user support, ensuring stakeholders and system users can effectively leverage tools, processes, and data. The role will support effective project execution, system optimization, and process improvements by strengthening business workflows, enhancing data quality, and improving system functionality and user adoption. Working cross-functionally, the analyst will gather requirements, align priorities, and contribute to successful implementation of projects and system enhancements. This position emphasizes analytics, reporting, and continuous improvement to ensure high-quality outcomes, seamless operations, and lasting impact across Client Services, Investments, and Risk Management.

Duties & Responsibilities

Purpose (10%)

• Facilitate successful project lifecycles for small- to medium-scale initiatives, fostering collaboration among multiple stakeholders and managing interdependent tasks.
• Communicate data stewardship and governance best practices
• Contribute to policy development and operational analysis
• Enhance system usability, reporting, and adoption (including Salesforce, Intranet portals, and LMS)

Engagement (50%)

Stakeholder & Regional Engagement

• Field and monitor regional user support requests; triage, escalate, and identify trends
• Serve as regional point of contact to assess processes, procedures, and requested system changes
• Gather discovery materials and business requirements through engagement with regional stakeholders
• Synthesize regional input to inform prioritization and sequencing decisions
• Provide recommendations on project sequencing by applying established frameworks and consulting with regional stakeholders
• Build and sustain trusted relationships across regional stakeholders to ensure alignment and seamless cross-functional execution

Cross-Functional Coordination

• Engage with the Salesforce and Client Operations teams to support project scoping, contribute to solution design, analyze business processes, and help ensure successful project delivery aligned with stakeholder needs
• Engage with Client Operations Team to:
• Develop consistent procedures for client file quality and organization
• Support the development of, and publish user manuals and reference materials in parallel with system releases
• Maintain Client Operations project management tools
• Assist the Director of Client Operations in refining rollout and implementation processes and capturing lessons learned for continuous improvement
• Contribute to data stewardship efforts for Client Services and Risk Management, working in partnership with the Jr. Analyst

Policy & Governance Collaboration

• Present data-driven insights and ad hoc analysis to inform policy development
• Identify operational implications of new policies to inform decision-making

Present recommendations to streamline data validation processes and clarify data ownership roles

Delivery (40%)

Project Lifecycle & Implementation

• Engage with cross-functional teams to support the end-to-end management of small- to medium-scale projects.
• Analyze business process and provide data-driven analytics to validate solutions
• Organize for and conduct testing of system releases and new/updated features
• Assess implementation checklists and best practices to ensure effective rollout
• Initiate inputs for accurate and timely status reporting

Data Quality & Stewardship

• Collaborate with the Jr. Analyst to establish regular procedures and timelines for monitoring data quality
• Assess reports, coordinate feedback, and escalate trends to Client Service and, Investments and Credit Risk leadership
• Conduct consistent follow-up on automated/subscription data quality reports
• Develop recommendations aligned with data governance best practices

Systems, Reporting & Tools

• Deliver timely and effective user support to sustain business operations, strengthen user confidence, and drive successful system adoption.
• Develop and maintain regional Salesforce reports and dashboards, supporting with master/global reports and dashboards as needed.
• Solicit reporting needs from business units and develop new reports as features launch.
• Complete periodic audits of historical reports to maintain organized and up-to-date folders
• Maintain Advisory and Lending Intranet portals and LMS, including:
• Monitoring onboarding and training content for accuracy.
• Following up with content owners for updates.
• Providing technical support for content uploads and learning path development.
• Troubleshooting regional technical issues.

Required Skills and Experience

• 5+ years of relevant professional experience in business operations, data or business process analysis, systems management, and/or logistics support; experience within the financial services industry preferred but not required, ideally in a multi-geography environment.
• Demonstrated experience providing technical support to users, with emphasis on quick response time and patience with users at varying levels of technical ability.
• Bachelor’s degree in business administration, finance, economic development, or related field strongly preferred.
• Service-oriented and system-oriented mindset with the ability to proactively identify and address team and program needs; creative thinker and proactive problem solver.
• Self-motivated to independently learn new systems and technology.
• Ability to manage competing priorities and make informed decisions swiftly as urgent issues arise.
• Attention to detail is a must.