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.

• 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.

• 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.

• 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.

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.

• Partners with the Titles Support team to ensure titles are processed timely and properly prioritized.
• Will partner with the Business Operations team and…