Lead Business Intelligence & Oper. Analyst

A day in the life of MetLife Legal Plans’ Lead Business Intelligence and Operations Analyst The Business Intelligence and Operations Analyst plays a vital role in supporting the organization’s products and services by overseeing key business functions, including billing, reporting, financial analysis, and customer inquiry management. This role is responsible for ensuring efficient financial operations, accurate data management, and high service standards for supporting internal and external stakeholders. Success in this position requires strong analytical capabilities, exceptional attention to detail, and a customer‑focused approach that drives operational excellence and client satisfaction. Customer, Vendor & Stakeholder Support

• Serve as the primary point of contact for customer, vendor, and stakeholder inquiries related to sales, billing, reporting, technical issues, and process execution, delivering prompt, accurate, and professional support in alignment with established policies, procedures, and service-level agreements.
• Build and maintain strong, collaborative relationships with internal and external stakeholders, partnering cross-functionally with teams such as operations, sales, IT, and finance to resolve issues, address challenges, and enhance overall service delivery.
• Diagnose, troubleshoot, and resolve complex product, service, and technical issues by performing root cause analysis, implementing effective solutions, and managing prioritization, coordination, and escalation to specialized or advanced support teams as needed.
• Document customer interactions, issues, resolutions, and outcomes in designated systems to ensure continuity, compliance, data integrity, and visibility across teams.
• Analyze recurring inquiries and service issues to identify trends, provide recommendations, and contribute to continuous improvement efforts, including process enhancements, system improvements, and stakeholder education.

Reporting & Data Management

• Create, maintain, and distribute recurring and ad-hoc reports for internal teams and external stakeholders, ensuring accuracy, consistency, and timeliness of all reporting outputs.
• Analyze reporting and operational data to identify trends and insights that support operational performance monitoring and strategic decision-making.

Financial Analysis & Reporting

• Prepare and review financial reports related to billing and revenue, ensuring alignment with contractual terms and organizational standards.
• Review and approve invoices to confirm accurate billing and compliance with customer contracts.
• Analyze financial data to identify trends, variances, and opportunities for improvement, providing data-driven insights to support business leaders and inform strategic decisions.

Requirements & Qualifications

• Bachelor’s degree with 3–5 years of professional experience in business intelligence, operations analysis, financial analysis, client support, or a related analytical role.
• Strong analytical skills with the ability to analyze complex data sets, identify trends, and translate insights into clear, actionable business recommendations.
• Proficiency in Excel and experience using business intelligence or data visualization tools such as Tableau.
• Demonstrated ability to manage multiple priorities, meet deadlines, and maintain a high level of accuracy in a fast‑paced, dynamic environment.
• Strong written and verbal communication skills, with the ability to present data and insights clearly and professionally to diverse stakeholders and clients.
• Proven ability to collaborate effectively with cross‑functional teams and influence outcomes without direct authority.
• Experience supporting operational decision‑making, performance reporting, or client‑facing analytical requests.
• High level of professionalism, sound judgment, and personal integrity.
• Flexibility and adaptability in response to shifting priorities, timelines, and business needs.

Preferred Qualifications

• Experience with process improvement initiatives, operational optimization, or project‑based analytical work.
• Familiarity with project management concepts or continuous improvement methodologies.

Location & Travel Details

• Position Location: Virtual or hybrid (based on candidate preference) preferably in EST time zone
• Travel Expectation: Up to 10%

Note: This job description in no way states or implies that these are the only duties to be performed by the associate in this position. Associates will be required to follow any other job-related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments. All duties and responsibilities are subject to possible modification to reasonably accommodate individuals with disabilities. To perform this job successfully, the incumbent will possess the skills, aptitude and ability to perform each duty proficiently. Some requirements may exclude individuals who pose a direct threat or significant risk to the health or safety of themselves or others. The requirements listed in this document are the minimum levels of knowledge, skills, or abilities. This document does not create an employment contract, implied or otherwise, other than an “at-will” relationship. MetLife Legal Plans is an Equal Opportunity Employer. All employment decisions are made without regards to race, color, national origin, religion, creed, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity or expression, age, disability, marital or domestic/civil partnership status, genetic information, citizenship status (although applicants and employees must be legally authorized to work in the United States), uniformed service member or veteran status, or any other characteristic protected by applicable federal, state, or local law (“protected characteristics”). If you need an accommodation due to a disability, please email us at [email protected]. This information will be held in confidence and used only to determine an appropriate accommodation for the application process. Apply tot his job Apply To this Job