The Optimization Associate sits within the Optimization, Insights & Data team, part of Shared Services – Client Onboarding & Service. The OID team partners with business areas to understand how work is performed today, identify challenges and improvement opportunities, and develop solutions that increase efficiency, strengthen controls, and improve the client and employee experience. In this role, you will support initiatives from discovery through implementation, including meeting with stakeholders, facilitating process walkthroughs, gathering and analyzing information, documenting current-state processes, identifying root causes, and helping develop recommendations. You will also create process maps, presentations, project documentation, and other materials that clearly communicate what was learned and what should happen next.
Job Summary:
As an Optimization Associate in Shared Services – Client Onboarding and Service, you support initiatives from discovery through implementation to improve efficiency, strengthen controls, and enhance the client and employee experience. You gather and analyze information, document how work is performed today, and translate findings into practical recommendations. You create clear process maps, presentations, and project documentation that communicate what was learned and what should happen next. You manage your work with ownership and follow-through, raising risks and questions when appropriate.
Job responsibilities
- Support optimization initiatives from discovery through implementation, including measurement of approved changes
- Participate in and help facilitate process walkthroughs, interviews, and working sessions to understand current-state work
- Build relationships with business partners to gather information, clarify gaps, and validate findings
- Gather and analyze operational and process information to identify challenges, root causes, and improvement opportunities
- Document current-state processes and develop process maps, data inventories, and requirements
- Identify manual, inefficient, redundant, or unclear activities and help develop practical, sustainable solutions
- Synthesize complex information into clear findings and recommendations for stakeholders and leaders
- Develop professional presentations, project updates, and written materials that support decisions and next steps
- Track actions, timelines, risks, decisions, and supporting documentation to maintain delivery discipline
- Follow up with stakeholders to resolve open questions and confirm deliverables meet expectations
- Lead smaller, lower-complexity initiatives with guidance as experience develops
Required qualifications, capabilities, and skills
- Experience in business operations, process improvement, business analysis, project delivery, data analysis, or a related area
- Strong analytical and problem-solving skills, including root-cause thinking and practical recommendation development
- Strong interpersonal skills and comfort engaging with peers, clients, and stakeholders
- Ability to ask effective questions, follow up, and obtain the information needed to complete work
- Ability to gather information, identify patterns or gaps, and communicate findings clearly
- Strong organizational skills and attention to detail across multiple assignments and deadlines
- Strong written and verbal communication skills
- Ability to create structured, professional documents and presentations
- Demonstrated ownership, reliability, and follow-through
- Ability to work collaboratively while also completing assigned work independently
Preferred qualifications, capabilities, and skills
- Bachelor’s degree or equivalent professional experience
- Experience with process mapping, requirements gathering, operational analysis, or project delivery
- Experience preparing presentations, process documentation, status updates, or written recommendations
- Familiarity with Lean, Six Sigma, Agile, or similar process-improvement approaches
- Experience in financial services, operations, client onboarding, client service, or another structured business environment
