SENIOR ANALYST, FINANCE

Overview

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.

Responsibilities

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 tradeoffs.  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.

Qualifications

- 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.