Business Analysis Manager, Operational Excellence

Wolters Kluwer, Financial & Corporate Compliance division, provides expert compliance services and software solutions for financial institutions, corporations, small and midsize businesses, and law firms.

As the Business Analysis Manager, Operational Excellence, you will play a hands-on and strategic role in proactively identifying, executing, and sustaining continuous improvement initiatives across Service and FCOE operations. This individual contributor partners with leadership to assess current-state workflows, identify inefficiencies, and define future-state solutions. The role drives measurable improvements through data-driven analysis, technology enablement, and modern methodologies including Lean, Six Sigma, and Agentic AI.

The ideal candidate is curious and strategic, thrives in complex problem-solving, collaborates effectively across functions, and drives innovation to enhance efficiency, productivity, and the overall customer experience.

In this role you will report to the Associate Director, Business Analysis and work a hybrid schedule from our local office.

Responsibilities:

Operational Excellence & Continuous Improvement

* Conduct detailed process assessments to identify inefficiencies, bottlenecks, risks, and improvement opportunities using Lean, Six Sigma, and other process improvement methodologies.

* Perform time-motion studies, workflow observations, and quantitative assessments to establish baseline performance and identify improvement levers.

* Create clear and accurate current-state and future-state process maps using Visio, Lucid, Miro, Smartsheet, or other visualization tools.

* Drive financial and operational performance by recommending and implementing improvements that lower operating expenses, increase throughput, reduce defects, and improve cost-to-serve metrics.

* Lead the development of business cases including cost-benefit analyses, effort estimates, options/alternatives, and risk assessments; translate findings into executive-ready recommendations.

* Lead cross-functional improvement initiatives, working closely with (Operations, Technology, Product, PMO, BPC, and Reporting) to ensure timely delivery and measurable outcomes, and manage projects directly as needed.

* Track and document initiative progress, risks, escalations, dependencies, and results to support ongoing portfolio visibility and reporting.

* Develop reusable standards, playbooks, and toolkits that enable consistent ways of working across teams and support scale.

Data, Technology & Insights

* Use data analytics, reporting tools, and root-cause analysis techniques to diagnose performance issues, quantify opportunities, and validate impact.

* Partner with technology teams to explore and validate opportunities to apply automation, AI, agentic AI, and other emerging tools to operational workflows.

* Define, collect, and monitor KPIs and operational metrics that evaluate initiative impact and guide ongoing improvements.

* Maintain documentation and partner with the reporting team to create dashboards, and artifacts that support operational performance monitoring and decision-making.

Change Execution & Stakeholder Collaboration

* Collaborate across departments: Technology, Product, Service Operations, FCOE, and others to gather requirements, validate process changes, and execute improvement plans.

* Lead change management activities including communications, training documentation, Standard Operating Procedures (SOP) updates, and adoption support.

* Act as a trusted advisor to senior stakeholders and leaders by providing clear, structured updates on progress, challenges, risks, and outcomes.

Qualifications:

Education & Certifications

* Education:

Minimum Bachelor's degree, or equivalent required.

* Bachelor's or Master's degree in:
Business Administration, Operations Management, Industrial Engineering, Analytics, or related field preferred.

* Preferred:
Lean Six Sigma, Certified Operational Excellence Leader (OPEX-L), Process Improvement Excellence (PIEx), and PMP, SAFe Agile.

Experience

* 6+ years of experience in operational improvement, service delivery, fulfillment, business analysis, or process optimization roles.

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