Client Operations Analyst

ABOUT THE COMPANY

In order to address some of the world's most fundamental challenges—feeding the future, preserving the planet, and securing peace—we need to focus on 2 billion people. That's the number who live in rural areas on less than $2 a day. Many of them are farming to feed the rest of the world, yet they are not getting enough to eat. Many live hundreds of miles from accessible markets, without the roads to reach them.
Root Capital seeks to improve the lives of rural farmers by connecting them with the formal economy. We invest in the growth of agricultural enterprises so they can transform rural communities. These businesses purchase crops such as coffee, cocoa, or grains from thousands of smallholder farmers. They connect members to markets and help improve their farming practices.

JOB SUMMARY

Required Skills and Experience5+ years of relevant professional experience in business operations, data or business process analysis, systems management, and/or logistics support; experience within the financial services industry preferred but not required, ideally in a multi-geography environment.Demonstrated experience providing technical support to users, with emphasis on quick response time and patience with users at varying levels of technical ability.Bachelor’s degree in business administration, finance, economic development, or related field strongly preferred.Service-oriented and system-oriented mindset with the ability to proactively identify and address team and program needs; creative thinker and proactive problem solver.Self-motivated to independently learn new systems and technology.Ability to manage competing priorities and make informed decisions swiftly as urgent issues arise.Attention to detail is a must.

RESPONSIBILITIES

Purpose (10%)Facilitate successful project lifecycles for small- to medium-scale initiatives, fostering collaboration among multiple stakeholders and managing interdependent tasks.Communicate data stewardship and governance best practicesContribute to policy development and operational analysisEnhance system usability, reporting, and adoption (including Salesforce, Intranet portals, and LMS)Engagement (50%)Stakeholder & Regional EngagementField and monitor regional user support requests; triage, escalate, and identify trendsServe as regional point of contact to assess processes, procedures, and requested system changesGather discovery materials and business requirements through engagement with regional stakeholdersSynthesize regional input to inform prioritization and sequencing decisionsProvide recommendations on project sequencing by applying established frameworks and consulting with regional stakeholdersBuild and sustain trusted relationships across regional stakeholders to ensure alignment and seamless cross-functional executionCross-Functional CoordinationEngage with the Salesforce and Client Operations teams to support project scoping, contribute to solution design, analyze business processes, and help ensure successful project delivery aligned with stakeholder needsEngage with Client Operations Team to:Develop consistent procedures for client file quality and organizationSupport the development of, and publish user manuals and reference materials in parallel with system releasesMaintain Client Operations project management toolsAssist the Director of Client Operations in refining rollout and implementation processes and capturing lessons learned for continuous improvementContribute to data stewardship efforts for Client Services and Risk Management, working in partnership with the Jr. AnalystPolicy & Governance CollaborationPresent data-driven insights and ad hoc analysis to inform policy developmentIdentify operational implications of new policies to inform decision-makingPresent recommendations to streamline data validation processes and clarify data ownership rolesDelivery (40%)Project Lifecycle & ImplementationEngage with cross-functional teams to support the end-to-end management of small- to medium-scale projects.Analyze business process and provide data-driven analytics to validate solutionsOrganize for and conduct testing of system releases and new/updated featuresAssess implementation checklists and best practices to ensure effective rolloutInitiate inputs for accurate and timely status reportingData Quality & StewardshipCollaborate with the Jr. Analyst to establish regular procedures and timelines for monitoring data qualityAssess reports, coordinate feedback, and escalate trends to Client Service and, Investments and Credit Risk leadershipConduct consistent follow-up on automated/subscription data quality reportsDevelop recommendations aligned with data governance best practicesSystems, Reporting & ToolsDeliver timely and effective user support to sustain business operations, strengthen user confidence, and drive successful system adoption.Develop and maintain regional Salesforce reports and dashboards, supporting with master/global reports and dashboards as needed.Solicit reporting needs from business units and develop new reports as features launch.Complete periodic audits of historical reports to maintain organized and up-to-date foldersMaintain Advisory and Lending Intranet portals and LMS, including:Monitoring onboarding and training content for accuracy.Following up with content owners for updates.Providing technical support for content uploads and learning path development.Troubleshooting regional technical issues.

REQUIRED SKILLS

People management, Sales strategy, Customer support, CRM systems, Market research, intelligence, Customer relations

REQUIRED EDUCATION

Bachelor's degree