Operations Analyst

Vanquis Bank; Bradford; Hybrid; GBP 38,000 - 45,000; Full time

Job summary

A leading specialist bank in the UK is seeking an Operations Analyst to provide analytical insights and support across Customer Operations. The successful candidate will work collaboratively to enhance customer outcomes and develop strategic solutions. This role involves working closely with teams to ensure best practices are followed and aims to continuously improve service delivery. Candidates should have strong analytical and communication skills and a customer-centric approach.

Benefits

Discretionary annual bonus

25 days holiday up to 30 days

Pension scheme with matched contributions

Enhanced maternity and paternity pay

Private Medical Insurance

LinkedIn Learning access

Qualifications

• Ability to break down large problems and communicate them to a non-technical audience.
• Wide knowledge of business processes and customer journeys.
• Able to analyze complex problems and data to generate effective solutions.

Responsibilities

• Provide management with analytical insight and performance reporting.
• Propose, develop, and deploy strategies to improve customer outcomes.
• Ensure documentation of deployed strategies with controls and governance in place.
• Promote improvements to customer experience at the core of team deliverables.

Skills

Attention to detail

Analytical thinking

Customer-centric approach

Problem-solving

Communication skills

Job description

Operations Analyst

Location: Chatham / Bradford / Petersfield

Salary:

Closing Date: Friday 15 November 2024

Working Pattern

Our working style is hybrid, but we recognise the importance of collaborative working with our colleagues often 1 to 3 days per week in one of our offices.

Benefits

Discretionary annual bonus, 25 days holiday up to 30 days (depending on service), pension scheme with matched company contributions up to 10%, 2 paid days to ‘give back’, enhanced maternity pay (once successfully passing probation), 4 weeks paid paternity, LinkedIn Learning for all, Snoop Premium, Private Medical Insurance

Don’t hesitate to apply for a role even if you don’t meet all the criteria; your unique strengths and eagerness to learn can be just as valuable.

You and Your Team

As an Operations Analyst you will be reporting into the Strategy Manager in Customer Operations, this role will have a wide remit within customer operations.

The Operations Analyst provides analytical, technical, and strategic support across all teams within Customer Operations. They are responsible for providing management with analytical insight, performance reporting, forecasting, and ensuring best practice in all projects and programmes within critical commercial end-to-end processes and solutions. The role requires individuals who are exceptional problem‑solvers, tactical thinkers, organised, and highly skilled communicators.

In your day‑to‑day role, as an Operations Analyst you will :

• Understand customer journeys, outcomes and experiences and how the Customer Operations strategies & processes impact and shape this. Propose, develop, and deploy strategies & processes to create measurable improvements to customer outcomes & business performance.
• Promote improvements to customer outcomes & experience and ensure that it is put at the core of everything that the team deliver
• Articulate and develop solutions to address varied customer scenarios and propose solutions to meet business requirements or specifications
• Collate results and outputs and present them to the business, providing a narrative from the data and findings
• Ensure all deployed strategies, solutions, and processes are adequately documented with appropriate controls, governance, and risks recorded.
• Ensure ongoing review and optimisation of deployed strategies and initiatives to ensure continuous improvement and solutions continue to support changing customer needs.
• Actively contribute to solution scoping and refinement in a team context to deliver project requirements with consideration for, and alignment to, Vanquis Bank Limited customers’ needs and long‑term digitisation opportunities and benefits

What will make you stand out?

• Attention to detail
• Wide knowledge of business processes and customer journeys
• Able to analyse complex problems and data to generate effective solutions for the business
• Customer‑centric solutions architect
• Dynamic approach to problem‑solving
• Ability to understand technical processes
• Ability to break down large problems and communicate them to a non‑technical audience

The interview process :

• Up to 1 hour competency‑based interview with the hiring team, including an assessment task.

Our average process takes up to 4 weeks, but we will always work around your availability. You will have the chance to speak to our recruitment team throughout the process.

As this role involves working within a regulated environment any offer will be subject to satisfactory background checks including criminal record check, credit check, fraud check and employment references.

Your working life :

If you prefer to work part‑time, we’ll make this happen whenever we can - whether this is to help you meet other commitments or strike a great work‑life balance. A fear of losing your current working flexibility shouldn't hinder you from applying for new opportunities, which is why we aim to match your existing flexible working arrangements where possible.

Why work for us?

We’re Vanquis Banking Group plc, an FTSE All Share company and a leading specialist bank, established in 1880. We lend responsibly, providing tailored products and services to 1.75 million UK customers through Vanquis, Moneybarn, and Snoop. Our purpose is simple: to deliver caring banking so our customers can make the most of life’s opportunities.

At Vanquis Banking Group we believe in looking after our colleagues, so we do our best to create a rewarding, engaging, and supportive work environment across our various divisions.

We let our colleagues know we appreciate their hard work by offering competitive salaries, benefits, and a Group wide recognition scheme. All colleagues are eligible to join a pension scheme, and, after six months’ service, you can join our 'Buy as you Earn' schemes.

We offer a range of training and development opportunities to help each of our colleagues maximise their potential, whatever their role. From your first day working with us, we’ll help you settle into your new role and are happy to talk to you about your career aspirations.

Equal Opportunity Statement

Here at Vanquis Banking Group, we embrace everyone’s unique strengths and identities to be themselves at work. Regardless of how you identify yourself, your sexual orientation, martial or civil partner status, race, colour, nationality, ethnic or national background, faith, disability, or age – your experiences and background help enrich our teams, and most importantly help support our customers in the best way possible. At the end of the day, it's our people that help us to fulfil the reason why we’re here in the first place: to help put people on a path to a better everyday life.