Hybrid Senior Customer Operations Analyst

at Shieldpay

• Job title: Senior Customer Operations Analyst
• Job type: Full Time
• Experience level: Senior
• Salary: Not specified
• Degree requirement: No Education Requirement
• Location requirements: Hybrid, London, United Kingdom

About the role

• Customer Operations Analyst in fintech managing complex corporate payments to enhance customer service. Collaborating with teams to build efficient processes and resolve customer issues.

Responsibilities

• Project managing large corporate payment deals end-to-end.
• Ensuring the customer is provided with the highest level of customer care throughout.
• Help to build and evolve effective and efficient processes to support scalable Customer Operations, identifying gaps or inefficiencies in processes and work with colleagues to make improvements continually looking for ways to improve.
• Deliver successful data capture for projects and payment instructions – attention to detail to ensure transactions are accurate and compliant.
• Follow communication procedures, guidelines and policies, maintaining accurate records of customer interactions and escalate issues where required.
• Handle complaints, provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution.
• Provide Senior Coverage and Support: Offer support and mentorship to team members, championing best practices, contributing to the team workload by collaborating with other team members to ensure all processes are covered during staff absences.
• Ensure we provide an excellent customer service by responding to calls and emails in a prompt and efficient manner – ensuring all correspondence and/or calls from customer and partners are responded to within agreed timescales.
• Utilise Data and Analytics: Track key performance metrics and make data-driven decisions; regularly report on performance to senior management.
• Handle Complex Customer Issues: Ensure timely resolution and customer satisfaction by coordinating with other departments to address systemic issues.
• Ensure Compliance: Maintain compliance with policies, regulations, and quality standards in all customer operations processes.
• Leverage advanced Excel and automation tools to improve reporting, data capture, and operational workflows; build and maintain spreadsheets, dashboards, and automated processes that reduce manual effort, improve accuracy, and support scalable Customer Operations.

Requirements

• Previous experience in Payments and Customer Operations and building business relationships.
• Must have previous experience in a legal and/or payments industry and understand the customer experience.
• Project management experience is desired.
• You enjoy investigating problems, getting to the root cause and working with others in order to fix them.
• You must be passionate about great customer and user experience and thrive working as part of a fast paced and highly collaborative team.

Benefits

• Flexible working options, such as flexible hours and hybrid work, to support our employees' work-life balance