Sr. Operations Analyst

Job Description:

Providing for loved ones, planning rewarding retirements, saving enough for whatever lies ahead - our policyholders count on us to be there when it matters most. It's a big ask, but it's one that we have the power to deliver when we work together. We collaborate and innovate - pushing one another to transform not just Pacific Life, but the entire industry for the better.

Why? Because it's the right thing to do. Pacific Life is more than a job, it's a career with purpose. It's a career where you have the support, balance, and resources to make a positive impact on the future - including your own.

We're actively seeking a talented Sr. Operations Analyst to join our team in Omaha, NE or Newport Beach, CA.

The Senior Operations Analyst serves as a strategic partner to business leaders by owning the Quality Control framework for back office operations and delivering actionable insights through advanced data analysis and reporting. This role combines QC oversight, business analysis, and data analytics to ensure operational service delivery is performed in line with expectations, SLAs, and regulatory requirements - while also supporting decision‑making, improving operational efficiency, and driving cost reduction across the organization.

Sitting within the business/Operations team, the position serves as the bridge between Operations and Technology, translating business and QC needs into clear reporting requirements without owning system build or development. The role plays a critical part in driving operational health, mitigating risk, and enhancing reporting capabilities that align with business objectives.

• Researches, collects, analyzes, models, and reports on data used to support decisions on day‑to‑day operations and to assess business and performance issues with a focus on quality, productivity, efficiency, and cost reduction.
• Researches internal and external best practices and QC benchmarks to establish standards for use in evaluating operations.
• Supports reporting across the operating model, with the ability to deliver platform‑specific and integrated views - including QC dashboards, SLA performance, and error trend reporting.
• Understands end‑to‑end business drivers, including valuation and pricing, and partners with Pricing/Actuarial teams to ensure reporting and analysis reflect core business economics.
• Serves as the bridge between Operations and Technology, collaborating with cross‑functional stakeholders (Operations, Technology, Finance, Compliance) to translate business and QC needs into clear reporting requirements - without owning build, development, or system configuration.
• Researches, collects, and analyzes operational and performance data to identify trends, variances, and opportunities.
• Identifies and recommends enhancements to reporting techniques, and analytical tools to drive operational health, and hands off well‑scoped requirements to Technology for execution.
• Identifies and fills operational reporting gaps by working directly with Operations leaders on high‑impact process areas.

• Champions the QC program based on strategy set by Operations Leader, including call QC, transactional QC, and process QC across in‑house and outsourced (TPA/BPO) delivery channels, with sampling methodology, scorecards, and calibration protocols.
• Ensures accountability across stakeholder groups and confirms service is performed in line with SOPs, contractual obligations, and regulatory expectations, flagging deviations, control gaps, and re‑work trends through targeted and random sample reviews of transactions (e.g., over payments, enhanced death processing, annuity certificates, disbursements).
• In partnership with Operations Leadership, drive corrective action plans (CAPs) and coaching feedback loops, converting QC findings into SOP updates, training opportunities, and process refinements.
• Maintain an audit‑ready trail of QC reviews, findings, and resolutions to support internal audit, compliance, and external regulatory reviews.

• Bachelor's degree in Statistics, Mathematics,…