Service Delivery Ops Senior Analyst

Interpret day-to-day business objectives and prepare/execute operational practices/work programs. Ensure proper execution of processes by team and Able to understand and implement OE framework.

Job Description

Perform data entry and research in various systems and tracking tools. Apply knowledge of processes and related systems to assist in identifying, assessing and resolving issues/problems. Assess and resolve non-standard and standard issues or problems. Seek advice and escalate issues when faced with tasks/problems outside the scope of the work.

Key Responsibilities

•  Interpret day-to-day business objectives and prepare/execute operational practices/work programs. Ensure proper execution of processes by team.
•  Ability to understand and implement OE framework.
•  Review all incoming work for clarity, provide clear work directions, e.g., receive requests for assistance from the field, determine level of assistance required and respond appropriately.
•  May perform data entry or other client related tasks in various systems, as required.
•  Demonstrate expert knowledge of processes and related systems to effectively perform responsibilities.
•  May make decisions about the day-to-day operation of the group, including management of work assignments and information between shifts as well as approach regarding workload, equipment, staffing, and scheduling. Includes adjusting work hours as necessary to meet deadlines, e.g., overtime, evening and weekend hours.
•  Manage workloads to ensure even distribution of responsibilities and provide development opportunities, when available, with assistance from supervisor or workforce planner.
•  May perform and/or ensure completion of quality review check on outgoing work (e.g., proof data entry, correspondence, and other tasks) within immediate team to ensure quality, accuracy, and consistency.
•  Identify and assist with development of support materials for team use, e.g., training manuals, role / job aids, and views in databases.
•  Prepare and analyze complex reports/information and formulate conclusions.
•  Ensure that all of the client responsibilities occur in accordance with the statement of work and service level agreement with client(s).
•  Act as subject matter expert for team members, peers and/or clients as assigned.
•  May act as a point of contact for senior client representatives.
•  Anticipate, identify, and assess complex issues/problems. Develop and implement a corresponding plan of action to bring the situation to resolution. Communicate changes to supervisor and assist other team leads with resolutions, as needed.
•  Identify, document, and review opportunities for team improvement in procedures/processes/standards to gain cost-effectiveness and efficiency; execute implementation of improvements.
•  Required to direct work within clear budget guidelines.
•  Perform analysis of quality audits; analyze results and develop process improvements to maintain quality deliverables.
•  Assist with providing operational statistics and escalate operational issues to supervisor.

Educational Background

• HSC/ diploma / degree in a related field along with 6-12 months relevant work experience.

Knowledge/ Skills Requirements

• Reliable
• Discreet
• Attentive to details
• Accurate
• Excellent Communications skills
• Team Player
• Strong Analytical skills and efficient planning skills
• Proficient in MS Office
• Knowledge of an ERP(Preferably SAP)
• Flexible working hours