Business Analyst

Company:

Description:

We are seeking a detail-oriented Business Analyst to join our Client Management Operations team at Marsh. This role will be based in our Austin, TX. This is a hybrid role that has a requirement of working at least three days a week in the office.

This role will focus on operational process documentation and improvement, quality assurance, data analysis and reporting, and supporting project work within Client Management Operations — including new client onboarding, client service agreement administration, and annual client review processes serving the US and Canada region. You will work closely with Client Management supervisors and managers, the Business and Client Services partners (Operations, Technology, Data), Finance, client-facing colleagues, and other internal stakeholders to help the function deliver consistent, compliant, and efficient outcomes.

We will count on you to:

• Assist in mapping, documenting, and analyzing current-state business processes to identify inefficiencies, risks, and opportunities for improvement.

• Support the design and testing of process changes and new workflows; create clear process documentation, standard operating procedures, and user guidance for operational teams.

• Execute quality assurance activities (QA), including developing QA test scripts/checklists, performing regular sampling/scoring of team outputs, documenting findings, and producing actionable recommendations.

• Maintain and administer the QA program: track QA metrics, produce quality scorecards, trend analyses, and deliver insights to team leaders to drive improvements in accuracy and compliance.

• Develop and maintain operational policies and procedures repositories (e.g., SharePoint); coordinate updates and ensure version control and approvals are in place.

• Produce, maintain, and distribute reporting and dashboards that measure operational performance, quality, throughput, and service-level metrics; leverage Power BI (or equivalent) and Excel for analysis and visualization.

• Support implementation of digital and automation solutions (Power Platform, RPA, low-code tools) by gathering requirements, performing UAT, documenting test results, and coordinating with Technology and Data partners.

• Support change management activities required to embed new processes or tools into daily operations.

• Participate in and support project workstreams as assigned — contributing analysis, status reporting, task follow-up, and cross-functional coordination to ensure timely delivery of improvements.

What you need to have: 

• 2-4 years related or relevant experience in operations, process improvement, quality assurance, business analysis, or a related function.

• Practical experience with process mapping and process documentation.

• Strong Excel skills and experience creating/managing operational reporting; familiarity with Power BI or similar dashboard tools.

• Experience executing QA activities and producing quality scorecards or performance reports.

• Experience working in a matrixed environment and collaborating with cross-functional partners.

• Strong attention to detail, analytical mindset, and ability to translate findings into clear, actionable recommendations.

• Excellent written and verbal communication skills.

What makes you stand out?

• Experience with Microsoft Power Platform (Power Automate, Power Apps) or other automation tools.

• Familiarity with SharePoint administration and document governance.

• Experience using process improvement methodologies (Lean, Six Sigma, Kaizen).

• Prior exposure to client onboarding, service agreement administration, or financial services operations.

• Experience supporting or testing AI-enabled automation or digital solutions.

• Proven ability to manage multiple priorities and support initiatives that span several months.

Why join our team:

• We help you be your best through professional development opportunities, interesting work and supportive leaders.

• We foster a vibrant and inclusive culture where you can work with talented colleagues to create new solutions and have impact for colleagues, clients and communities.

• Our scale enables us to provide a range of career opportunities, as well as benefits and rewards to enhance your well-being.