Senior Service Analyst, Workforce Management

New

MonzoDigital banking

This role can be based remotely anywhere in the UK, or our London or Cardiff office.ContractSenior

Salary40,400 - 51,050 GBP per year

Apply NowOpens the employer's application page

Job Details

Demonstrable experience in service delivery, optimisation, and workforce management in a fast-paced, high-growth environment.
Ability to manage a project's full lifecycle with little oversight and lead implementation.
Advanced ability to use Looker and Google Sheets for data analysis and storytelling.
Ability to present clear findings using Google Slides and Google Documents.
Experience handling incidents and creating actionable, data-driven plans.
Ability to communicate effectively with a wide range of stakeholders and handle critical conversations.
Ability to coach others to improve team performance.
Understanding of task views, task types, routing, scheduled activities, and workforce optimisation principles.
Availability for a Monday-to-Friday incident on-call rota, with occasional weekend work for specific projects.

Compile data-driven reports with insights and actions for senior stakeholders, including weekly reports, MBRs, Ops Monitoring, and Domain WBRs.
Create fully functional Looker dashboards and standalone management information for operations teams.
Analyze complex data across Looker, Anaplan, Airtable, and Google Sheets, and write efficient SQL.
Automate processes where possible to improve efficiency.
Create dynamic burndown plans to forecast return-to-service dates and resolution timelines.
Manage cross-domain incidents and take part in the Monday-to-Friday incident on-call rota.
Conduct service deep dives to identify supply-and-demand gaps, manage task views and routing, and direct work appropriately.
Work with global operations functions to meet performance expectations and assess the service impact of proposed changes.

View Full Description & ApplyYou'll be redirected to the employer's site