Senior Operations Support Analyst

Senior Operations Support Analyst

The Senior Operations Support Analyst plays a key role in ensuring the efficient delivery of back-office, contract fulfilment, and operational support services for FT Professional clients. This role partners closely with the Team Leader and internal stakeholders to maintain high service standards, resolve complex customer issues, and drive continuous improvement across operations.

As a senior member of the team, you will act as a Subject Matter Expert (SME), support day-to-day operational leadership through peer coaching and quality oversight, and contribute to projects and initiatives that enhance customer experience and operational effectiveness.

Key Responsibilities

• Support the Team Leader in meeting performance and service targets through peer coaching, quality audits, and day-to-day operational support.
• Deliver high-quality customer service by managing complex and escalated customer enquiries via calls and emails, including issues related to back-office operations and contract fulfilment for FT Professional clients.
• Assist in workload and resource planning by supporting the creation of daily and weekly task schedules, ensuring fair distribution of cases and balanced exposure to responsibilities across the team.
• Communicate and collaborate with internal teams—particularly those involved in contract fulfilment, access management, and operations—to ensure timely and accurate issue resolution.
• Contribute to regular and ad-hoc operational projects, including order fulfilment and administrative initiatives, with a focus on improving service quality, efficiency, and customer experience.
• Identify gaps and improvement opportunities in operational processes and workflows, and support the implementation of solutions that drive measurable improvements.
• Act as a Subject Matter Expert (SME) for designated areas of FT Professional operations, ensuring documentation and knowledge materials are accurate, current, and consistently applied.
• Represent the Operations Support team in initiatives related to process improvements, system changes, and operational enhancements, ensuring updates and changes are clearly communicated to the wider team.
• Provide back-up and additional support during peak periods or resource gaps to ensure continuity of service and timely completion of cases, tasks, and projects.
• Maintain strong product and process knowledge through regular training and hands-on case handling when required.
• Participate in additional projects and responsibilities as assigned to support broader business objectives.

Qualifications & Experience

• Proven experience in operations support, customer service, or back-office roles within a B2B, professional services, or subscription-based environment.
• Experience handling complex or escalated customer issues across multiple channels (email and phone), with a strong focus on resolution and customer satisfaction.
• Demonstrated ability to support or influence team performance through peer coaching, quality monitoring, or informal leadership.
• Strong stakeholder management skills, with experience working cross-functionally to resolve operational or customer issues.
• Analytical and process-oriented mindset, with experience identifying operational gaps and contributing to continuous improvement initiatives.
• Ability to act as a Subject Matter Expert, with a track record of maintaining accurate documentation and supporting knowledge sharing within a team.
• Excellent communication skills, both written and verbal, with the ability to convey complex information clearly and professionally.
• Strong organisational and time-management skills, with the ability to manage multiple priorities in a fast-paced environment.
• Proficiency in CRM systems and operational tools; experience working with subscription management, access provisioning, or contract fulfilment systems is an advantage.