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Trustmark’s mission is to improve wellbeing – for everyone. It is a mission grounded in a belief in equality and born from our caring culture. It is a culture we can only realize by building trust. Trust established by ensuring associates feel respected, valued and heard. At Trustmark, you’ll work collaboratively to transform lives and help people, communities and businesses thrive. Flourish in a culture of diversity and inclusion where appreciation, mutual respect and trust are constants, not just for our customers but for ourselves. At Trustmark, we have a commitment to welcoming people, no matter their background, identity or experience, to a workplace where they feel safe being their whole, authentic selves. A workplace made up of diverse, empowered individuals that allows ideas to thrive and enables us to bring the best to our colleagues, clients and communities.
For candidates based in IL/WI (within travel distance), this will be a hybrid role and the ideal candidate will be required to work on-site at our office in Lake Forest, IL for 3 days. Fully remote candidates are also welcome to apply.
We are seeking a detail-oriented and analytical Operations Analyst to join our team, specializing in the Voluntary Benefits Claims area. The individual in this role:
Serves as subject matter expert for projects, digital product enhancements, and initiatives that impact the organization as well as for day-to-day trouble shooting and escalated issues. Ensures accurate requirements (or User Stories) are portrayed/written, process design is detailed and accurate, and user validation/user acceptance testing is comprehensive and complete. Ensures adequate training, job aides, standard operating procedures are created and disseminated to the business teams. Tracks and ensures adoption of new and changing technology and processes and provides reinforcement which results in benefit realization. Conducts root cause analysis (RCA) by trouble shooting when issues arise (including ensuring training, process, and/or technology updates the have follow up). Serves as escalation path when business teams need support for transactions that do not fit into day-to-day processing.
Operational Support
Troubleshoots and resolves complex issues to ensure accuracy in processing or defect identification.
Serves as the primary contact to work with IT for related system issues or failures and collaborates with the appropriate parties to resolve.
Conduct insightful, ad hoc analyses to investigate ongoing or one-time operational issues.
Drive Root Cause Analysis (RCA) to identify and understand business production issues.
Ensures timely follow through on RCA outcomes to update process, training, or technology improvements.
Collaborates with IT, Product Coordinators/PM, and/or Architecture on technical features, data requirements and/or troubleshooting of issues.
Identify improvement opportunities by studying current practices; designing modifications that would drive efficiency in process and requesting technology enhancements.
Support operational SME’s in understanding how systems/integrations work and transfer knowledge to ensure business becomes more self-sufficient.
Monitor KPI’s to assess effectiveness of operational processes and make recommendations to management for operational improvements.
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Project Support
Function as a subject matter expert on behalf of the business to create high level requirements/user stories and/or support creation of accurate detailed requirements when pursuing system enhancements. May work with business to gain sign-off.
Provides detailed and accurate information in support of Business Process Engineering for both as-is as well as future state design.
Supplement Business Process Engineering in creation / design of future state documentation as needed.
Organizes, Coordinates and / or Conducts User Validation and User Acceptance Testing by created test plan, conducting testing, raising issues with appropriate priority, and signing off for go live.
Creates material for effective training of team members (either independently or working with training Department (Train the Trainer) /BPE) including job aides, standard operating procedures, and training artifacts.
Develops metrics and tracking adoption for new and changing technology / process reengineering.
Ensures benefit realization by providing reinforcement, coaching, and escalating adoption issues.
Support VB operations as needed to ensure adoption of technology and digital products.
General
Collaborates with leadership on personalized training plans, cross-functional skill building and skill development when gaps are identified.
Focuses on adoption by attending team meetings and discusses the projects requirements, objectives, time frame for project delivery and other details. Plays an active role in the Organizational Change Management plan.
Serves as a mentor to develop and grow subject matter experts.
Champions minor Discovery phases to ensure proper scope and complexity identified to inform decision on next steps.
Participate in user communities hosted by vended partners and other external engagements.
Other duties as needed/assigned.
Minimum Requirements
High School diploma.
Minimum of 4 years’ experience within operations (preferably Claims) or as a business analyst with progressive responsibilities and increasingly complex assignments.
System thinker who understands technology and has innovative ideas for how to use it.
Adaptable and flexible to thrive in a progressive and changing environment.
Champion for change and ability to influence others for adoption.
Demonstrated leadership experience with strengths in quality management and process improvements.
Strong drive for results and takes initiative.
Independent thinker and can learn quickly and seek out new knowledge.
Ability to multi-task and display flexibility.
Ability to address situations and resolve issues while maintaining a positive work environment.
Strong verbal and written communication, time management and prioritization skills.
Strong organizational skills and ability to manage multiple projects and operational issues simultaneously.
Preferred
BA or BS degree
Insurance and/or Voluntary Benefits industry experience
Prior experience as business analyst or software developer (CBAP or similar certification)
Ability to run complete SQL queries.
Brand: Trustmark
Come join a team at Trustmark that will not only utilize your current skills but will enhance them as well. Trustmark benefits include health/dental/vision, life insurance, FSA and HSA, 401(k) plan, Employee Assistant Program, Back-up Care for Children, Adults and Elders and many health and wellness initiatives. We also offer a Wellness program that enables employees to participate in health initiatives to reduce their insurance premiums.
For the fourth consecutive year we were selected as a Top Workplace by the Chicago Tribune. The award is based exclusively on Trustmark associate responses to an anonymous survey. The survey measured 15 key drivers of engaged cultures that are critical to the success of an organization.
All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, sexual orientation, sexual identity, age, veteran or disability.
Join a passionate and purpose-driven team of colleagues who contribute to Trustmark’s mission of helping people increase wellbeing through better health and greater financial security. At Trustmark, you’ll work collaboratively to transform lives and help people, communities and businesses thrive. Flourish in a culture where appreciation, mutual respect and trust are constants, not just for our customers but for ourselves.
Introduce yourself to our recruiters and we'll get in touch if there's a role that seems like a good match.
When you join Trustmark, you become part of an organization that makes a positive difference in people’s lives. You will play a vital role in delivering on our mission of helping people increase wellbeing through better health and greater financial security. Our customers tell us they simply appreciate the personal attention and knowledgeable service. Others tell us we’ve changed their lives.
At Trustmark, you’ll be part of a close-knit team. You’ll enjoy abundant opportunities to grow your career. That’s why so many of our associates stay at Trustmark and thrive. Trustmark benefits from more than 100 years of experience but pairs that rich history with a palpable sense of optimism, growth and excitement for what’s ahead – and beyond. This is a place where associates bring their whole selves to work each day. A place where you can be yourself. Whatever your beyond is, you can achieve it at Trustmark.