This role covers operations activities which are commonly found in financial services firms and may support multiple specific lines of business. Roles covered in this function include, client valuation, client statement/balance delivery, static data process/data management, reconciliation/investigation, Know Your Client/Source System Onboarding and Control, etc. As a professional day-to-day focus is on handling customer requests, quality checks for offshore team, resolution of complex problems, where expertise is required to interpret against policies, guidelines or processes. Role at this level may have full ownership for one or more processes, reports, procedures or products, and may also be considered analytical or procedural experts representing a unit or team on cross-function process or project deliverables. Prioritize and direct work to junior level and offshore employees. Periodically review work of junior employees to ensure quality control and accordance with applicable external regulations and internal requirements. Provide recommendations on process improvement and efficiency. Data analysis expert in a specific skill set needed for this business area but remain focused primarily on daily execution. 
 

Job Description

We're seeking a Shared Services Operations Professional that is highly motivated and detail-oriented Analyst to join our dynamic team. This individual will primarily be responsible for managing ad hoc client requests related to balance inquiries (ability to learn the products and systems), ensuring the quality of offshore staff operations, and contributing innovative solutions to streamline internal processes. The ideal candidate will be a problem-solver with strong communication skills, a passion for continuous improvement, and the ability to work in a seasonal fast-paced environment to support an influx of seasonal client requests delivering accurate balances/statements.

Project support, automation, and metrics reporting. You may be the primary representative throughout the project life cycle including analysis, design, development, testing, implementation. This is a Business Analyst position within the Static, Statements & Custodian under the Operations Division.
 

Key Responsibilities:

• Client Support (Ad Hoc Requests):
  • Respond to client requests for balance verifications and other ad hoc inquiries in a timely and accurate manner.  Deposits, Loans, Derivatives
  • Provide clear, professional communication with clients, front and back office to resolve issues or provide requested information.
  • Ensure high client satisfaction by delivering exceptional service and fostering strong relationships with front, back offices, including clients.
• Offshore Staff Quality Management:
  • Oversee and monitor the quality of offshore staff’s work, ensuring adherence to processes and accuracy in deliverables.
  • Regularly review work outputs and conduct quality assessments to identify areas for improvement.
  • Provide feedback, guidance, and training to offshore team members to ensure consistent quality standards.
• Process Optimization & Innovation:
  • Analyze current workflows and identify opportunities to streamline processes for greater efficiency.
  • Develop and propose innovative ideas or automation tools to reduce manual effort and improve overall productivity.
  • Collaborate with cross-functional teams to implement process changes and monitor results.
• Reporting & Documentation:
  • Maintain detailed records of client requests, actions taken, and resolutions.
  • Keep procedures accurate and up to date.
  • Generate regular reports on offshore staff performance and process improvements.
• Collaboration & Communication:
  • Act as a liaison between the client-facing team and offshore operations, ensuring smooth communication and timely issue resolution.
  • Work closely with team leads and management to align strategies and improve operational effectiveness.

Qualifications
- 2 - 3 years’ experience as a business analyst in a financial institution
- Experience with client facing tasks with sense of urgency and accuracy

- Requires strong executive-level communications, presentations and problem-solving skills
- Proficient in Microsoft Excel

- Proficient in Salesforce applications

The typical base pay range for this role is between $71K - $100K depending on job-related knowledge, skills, experience and location. This role may also be eligible for certain discretionary performance-based bonus and/or incentive compensation. Additionally, our Total Rewards program provides colleagues with a competitive benefits package (in accordance with the eligibility requirements and respective terms of each) that includes comprehensive health and wellness benefits, retirement plans, educational assistance and training programs, income replacement for qualified employees with disabilities, paid maternity and parental bonding leave, and paid vacation, sick days, and holidays. For more information on our Total Rewards package, please click the link below.

MUFG Benefits Summary