Senior Business Operations Analyst

The Senior Business Operations Analyst will be responsible for working with our business partners throughout the Servicing organization to ensure contact strategy is in line for investors and regulatory requirements, document, test, and implement productivity improvements, compliance initiatives, quality assurance measures and system upgrades.

Scope/Responsibilities: Experienced professional in career path; work assignments vary and require independent judgment and creativity to complete. Individual uses advanced reasoning skills to analyze, monitor, and manage the various projects and duties requested of the department. Work assignments vary and require independent judgment and creativity to complete. Utilize broad base knowledge in multiple functional areas to solve problems and improve processes. Generates a variety of daily, weekly, and monthly internal and external reports. Proven track record of working/managing multiple processes; ability to operate under strict deadlines and within short timeframes. Addresses barriers and obstacles to figure out new ways of doing things to improve on the current/past state. Implements innovation to find solutions to reoccurring problems to keep department moving forward. Trusted to independently manage time, priorities and resources to achieve goals. Responsible for highest level of quality, timeliness, and quantity of work completed; has reputation for consistently producing the highest-quality work.

About the role

• Coordinate and execute on projects and reports with business partners, IT, vendors and senior management
• Map out current processes, identify disconnects and re-engineer processes to gain efficiencies
• Develop ad hoc reports to help the business understand current operational performance
• Pull data and perform second-level operational analysis to determine opportunities to optimize effectiveness and efficiency
• Work with Senior Operations Management/Risk Compliance/FLOD to understand data and analysis, allowing them to make suggested improvements based on recommendations
• Utilize tools, such as Visio, Excel, Access, Sequel Management Studio and Genesys reports to mine data and present solutions in an organized, professional way
• Coordinate with other analysts to put proper reporting metrics in place to measure quality and productivity results
• Clearly communicate analytical results to senior operations management
• Perform ad hoc analysis for operations to help them understand their business better
• Perform daily, weekly, and monthly data reconciliations around MERS exceptions to maintain SLAs and client requirements.

About you

• Education & Professional Experience: Bachelor's degree and typically requires a minimum of 5 years of related work experience. Mortgage and/or Financial Services experience a plus.
• Leadership/Hierarchy: Operates effectively under minimal supervision. Effectively builds strong relationships across multiple business areas. Participates in and supports strategic initiatives; ability to train new or existing staff when necessary. Capable of supporting strategic initiatives. Provides training and quality control support to team members. Always takes the initiative to add value to work and the organization; takes action above and beyond the basic requirements of the job. Forges a new direction; owns the change process and consistently challenges the status quo with great ideas. Creates an environment that encourages innovation & reasonable risk-taking.
• Level of Decision Making: Demonstrates the ability to direct the work of others. Understands the business and uses information to make cost-effective decisions; capable of making independent decisions using available information. Shows insight into the root-causes of problems and generates a range of solutions and courses of action; may lead projects potentially involving other departments. Highly collaborative and requires minimal coaching from his/her leader to get the job done.
• Individual/Customer Impact: Decisions and actions drive success of project team, department, business line and/or client. Scope of work frequently impacts and influences other business units and processes. Builds customer-centric solutions that go beyond customer expectations. Demonstrates a strong sense of ownership and commitment to achieving results. Demonstrate exceptional customer service and support skills with "can do" attitude. Goes to extraordinary lengths to deliver on customer experience.
• Communication: Possesses confident, articulate, and professional speaking ability. Known to craft concise, structured written correspondence that effectively incorporates a clear objective. Driven to offer helpful suggestions to complex problems. Excellent presentation skills. Dedicates time to recognize others' contributions.
• Technical Proficiency: Demonstrate advanced proficiency in all Microsoft applications and software necessary for job function. Capable of problem-solving using technical software or applications. Strong emphasis on data analytics.
• MERS Experience : Has a working knowledge of the MERS system, MERS daily tasks (TOS, TOB, MIN registration, deactivation, exception clearing), and the MERS guide to adhere to their rules and guidelines.

What you'll get


Our team members fuel our strategy, innovation and growth, so we ensure the health and well-being of not just you, but your family, too! We go above and beyond to give you the support you need on an individual level and offer all sorts of ways to help you live your best life. We are proud to offer eligible team members perks and health benefits that will help you have peace of mind. Simply put: We've got your back. Check out our full list of Benefits and Perks.


About us


Rocket Mortgage® was founded in 1985. Today, we're a Detroit-based, publicly traded company with a mission to Help Everyone Home. At Rocket Mortgage, we believe that home is more than the house you live in. Our wide variety of home loan options, tools and resources empower our clients to achieve their homeownership dreams. We're known as experts in the mortgage industry, but we're also innovators - we strive to create the best experiences for our clients from beginning to end. And we're not your typical employer. We're insistently different in how we look at the world and are committed to an inclusive workplace where every voice is heard. Apply today to join a team that offers career growth, amazing benefits and the chance to work with leading industry professionals.


This job description is an outline of the primary responsibilities of this position and may be modified at the discretion of the company at any time. Decisions related to employment are not based on race, color, religion, national origin, sex, physical or mental disability, sexual orientation, gender identity or expression, age, military or veteran status or any other characteristic protected by state or federal law. The company provides reasonable accommodations to qualified individuals with disabilities in accordance with applicable state and federal laws. Applicants requiring reasonable accommodations in completing the application and/or participating in the application process should contact a member of the Human Resources team, at View email address on click.appcast.io.