The Client Operations Analyst at Root Capital delivers top-tier user support, ensuring stakeholders and system users can effectively leverage tools, processes, and data. The role supports project execution, system optimization, and process improvements by strengthening business workflows, enhancing data quality, and improving system functionality and user adoption. Working cross-functionally, the analyst gathers requirements, aligns priorities, and contributes to the implementation of projects and system enhancements across Client Services, Investments, and Risk Management.
Key Responsibilities
Purpose (10%)
- Facilitate successful project lifecycles for small- to medium-scale initiatives.
- Communicate data stewardship and governance best practices.
- Contribute to policy development and operational analysis.
- Enhance system usability, reporting, and adoption (Salesforce, Intranet portals, LMS).
Engagement (50%)
Stakeholder & Regional Engagement
- Monitor regional user support requests; triage and identify trends.
- Assess processes and requested system changes as a regional point of contact.
- Gather business requirements from regional stakeholders.
- Build trusted relationships across regional stakeholders for seamless execution.
Cross-Functional Coordination
- Support project scoping and solution design with Salesforce and Client Operations teams.
- Develop procedures for client file quality and organization.
- Publish user manuals and reference materials for system releases.
- Maintain project management tools and assist the Director of Client Operations in refining processes.
- Partner with the Jr. Analyst on data stewardship for Client Services and Risk Management.
Policy & Governance Collaboration
- Present data-driven insights to inform policy development.
- Identify operational implications of new policies.
- Streamline data validation processes and clarify data ownership.
Delivery (40%)
Project Lifecycle & Implementation
- Manage small- to medium-scale projects end-to-end.
- Analyze business processes and use analytics to validate solutions.
- Conduct testing of system releases and new features.
- Assess implementation checklists for effective rollouts.
Data Quality & Stewardship
- Establish procedures and timelines for monitoring data quality.
- Coordinate feedback and escalate trends to leadership.
- Follow up on automated data quality reports and align with governance best practices.
Systems, Reporting & Tools
- Develop and maintain regional Salesforce reports and dashboards.
- Maintain Advisory and Lending Intranet portals and LMS content.
- Troubleshoot regional technical issues.
Required Skills and Experience
- Experience: 5+ years of relevant professional experience in business operations, data/business process analysis, systems management, or logistics support. Experience in financial services and multi-geography environments is preferred.
- Technical Support: Demonstrated experience providing technical support to users with patience and speed.
- Education: Bachelor’s degree in Business Administration, Finance, Economic Development, or a related field (strongly preferred).
- Mindset: Service-oriented and system-oriented mindset; proactive problem solver.
- Adaptability: Ability to independently learn new systems and manage competing priorities.
- Detail: High attention to detail is essential.
How to Apply
Interested and qualified candidates should apply by visiting the Root Capital application portal at rootcapital.org.
