The Operations Analyst is the day-to-day finance partner for an assigned portfolio of CES programs,
clients, and sites. The role maintains a reliable financial view through gross margin and EBIT, ensures
accurate and timely invoicing, explains performance using operational drivers, and gives operational
leaders actionable insight. Analysts work as a pooled team under their regional Finance Business
Partner, with assignments balanced for revenue, complexity, location, billing effort, and stakeholder
needs.

1. Financial Management Through EBIT

 Maintain program- and site-level actuals, forecasts, budgets, and outlooks for revenue, direct labor,
delivery costs, site expenses, gross margin, and EBIT.
 Support the monthly close by validating results, preparing or coordinating accrual and
reclassification support, reconciling operational and financial data, and resolving queries and
concerns with Accounting.
 Explain gross-margin performance using measurable drivers such as volumes, price, mix,
attendance, productivity, B2P, occupancy, wage rates, overtime, training, nesting, shrinkage, and
other delivery inputs.

2. Forecasting, Planning, and Scenario Analysis

 Build driver-based forecasts and budget inputs for assigned programs and sites using approved
financial and operational assumptions.
 Refresh outlooks when client volumes, staffing inputs, pricing, wage rates, launch plans, or delivery
conditions change materially.
 Model scenarios and sensitivities that help operating leaders evaluate corrective actions and trade
offs.
 Flag unsupported assumptions, emerging trends, and potential forecast bias early to the Finance
Business Partner and accountable operational leader.
 Receive and financially translate approved workforce and capacity inputs from Workforce
Management.
 Reconcile workforce assumptions to financial forecasts and identify inconsistencies, missing drivers,
or unexplained changes.
 Challenge inputs when they do not align with financial results, contractual commitments, or
observed operating trends.
 Escalate unresolved gaps jointly to the Finance Business Partner and appropriate Workforce
Management or operational leader.

3. Operational Insight and Stakeholder Partnership

 Deliver concise, decision-oriented analysis to program, site, and regional leaders; focus on root
causes, financial impact, recommended action, and expected timing.
 Prepare recurring program financial reviews and follow up on agreed actions until resolved or
formally reforecast.
 Connect financial performance to operational measures and identify opportunities to protect
revenue, improve delivery efficiency, and expand gross margin.
 Escalate material issues involving performance, data quality, contractual interpretation, billing, or
control breakdowns.

4. Client and Commercial Support

 Maintain working knowledge of assigned contracts, pricing schedules, billing rules, minimum
commitments, pass-through items, service changes, and relevant performance provisions.
 Provide financial analysis for client discussions, change requests, renewals, program launches,
remediation plans, and operational business cases.

5. Invoicing and Revenue Assurance

 Prepare or coordinate complete, accurate, and timely invoices for assigned programs in accordance
with contract terms, approved pricing, and period cutoffs.
 Reconcile billed amounts to operational source data and the financial outlook; document approvals,
adjustments, credits, unbilled items, and exceptions.
 Track invoice status, disputes, credits, and recurring root causes, partnering with the appropriate
teams to accelerate resolution.
 Maintain auditable invoicing workpapers and backup coverage for critical billing cycles.
AI, Automation, and Data Responsibilities
 Use standardized data models, dashboards, and automated workflows as the primary source for
recurring analysis; identify manual processes suitable for improvement.
 Partner with the Automation Analyst as the finance process owner: define requirements, test
outputs, document exceptions, and confirm that controls and reconciliations remain effective.
 Use AI-assisted tools for anomaly detection, variance exploration, forecasting support, and draft
narratives while independently validating material conclusions against approved source data.
 Develop reproducible analysis rather than one-time spreadsheets, with clear sources, assumptions,
logic, ownership, and refresh cadence.

• Bachelor’s degree in finance, accounting, economics, business analytics, or a related field, or
  equivalent relevant experience.
• Typically 3–6 years of experience in FP&A, operational finance, commercial finance, accounting,
  revenue assurance, or business analytics.
• Demonstrated ability to build forecasts, reconcile financial and operational data, perform variance
  analysis, and communicate clear conclusions.
• Strong spreadsheet capability and working knowledge of business-intelligence tools; experience
  with automation, data transformation, or AI-assisted analysis preferred.
• Experience in BPO, contact center, outsourced services, or another labor-intensive service
  environment strongly preferred.
• Ability to manage multiple clients or programs, meet close and billing deadlines, and maintain
  accuracy under changing operating conditions.