Pensions Operations Manager overseeing member services for 300,000 colleagues in one of UK's largest pension portfolios. Ensuring high - quality service delivery and operational excellence.
About the role
- Operations Analyst supporting technology and process implementation across OU Education Services. Involves UAT, business requirements capture, and help desk management.
Responsibilities
- Implement and support technology solutions and process enhancements within OU Education Services.
- Coordinate and execute User Acceptance Testing (UAT) to validate project deliverables and facilitate successful initiative rollouts.
- Capture, analyze, and articulate business requirements in collaboration with stakeholders and translate them into actionable solutions.
- Oversee help desk operations, ensuring efficient management of Jira Service Management and prompt resolution of SLA tickets.
- Identify opportunities for process optimization and continuous improvement, acting as a liaison between business units and technical teams.
- Support CRM system implementation and post-go-live activities, with a focus on Salesforce platforms.
- Maintain documentation and provide reporting on technology projects, help desk metrics, and improvement initiatives.
Requirements
- Bachelor’s degree in Information Technology, Business Administration, or a related field.
- Minimum of 3 years’ experience in operations support and technology roles, preferably within higher education.
- Demonstrated experience with CRM implementation and post-support; Salesforce certifications preferred.
- Proven track record in help desk management and Jira Service Management operations.
- Strong understanding of process optimization methodologies and project delivery best practices.
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