Operational Excellence Support

Team and Position Summary

The Service Hub division at BCS provides comprehensive support to BCS and participants. The division ensures seamless participant onboarding/offboarding, effective coordination of participant support, regulatory reporting, secure certificate management, timely issue resolution and service processing, as well as service excellence.

The Operational Excellence Support, reporting to the Service Excellence Lead, is critical in driving operational efficiency, improving decision-making, and fostering continuous improvement. The individual is responsible for reporting and monitoring performance, workforce planning, process optimization and improvement initiatives to enhance the overall effectiveness of the division.

Key Responsibilities

Workforce and Resource Planning

• Collaborate with Service Management Lead, Service Desk Lead, and Certificate Services Support to assess workforce capacity and ensure optimal resource allocation.
• Identify operational bottlenecks and recommend resource adjustments to address upcoming workload requirements.
• Drive strategic resource planning to meet both current and future operational demands.

Projects and Continuous Improvement

• Be a key active contributor from Service Hub in cross-functional projects, providing data insights and operational expertise.
• Lead initiatives to analyse, streamline, and optimise workflows.
• Drive automation and standardisation initiatives, for e.g., service workflow, and processes alignment in line with organizational frameworks, policies and industry practices.
• Drive continuous improvement projects across the division to maximize workforce productivity, reduce operational risk and minimize costs.

Reporting and Metrics

• Analyze large and complex datasets in MS Excel or database to identify trends, patterns and insights
• Monitor and forecast operational volumes, ensuring timely data-driven decision-making.
• Define and refine key performance indicators for operational teams.
• Develop and maintain performance dashboards to track operational performance.
• Prepare operational performance reports for internal stakeholders and external stakeholders

Requirements

Education and Experience

• Bachelor's degree in Statistics, Mathematics, Operations Management, Business Administration, or a related field.
• Minimum of 3 years of experience in operational excellence, resource management, or a similar role, preferably within the financial or payments industry.
• Demonstrated success in defining KPIs, developing dashboards, and implementing process improvement initiatives.
• Experience working with large datasets

Skills and Knowledge

• Attention to detail and a commitment to data accuracy
• Strong analytical and problem-solving skills with a data-driven mindset.
• Familiarity with statistical analysis concepts
• Proficiency in MS Excel functions, formulas and data manipulation techniques
• Proficiency in writing and executing SQL queries to extract, filter and join data form relationship databases
• Knowledge of data manipulation and analysis using Python
• Ability to design and develop interactive dashboards using Excel, Power BI, Tableau or similar tools to communicate data insights
• Experience with ServiceNow workflow platform or similar
• Strong communication skills, with the ability to collaborate across teams and present findings to stakeholders.
• Knowledge of the payments industry, particularly in operational reporting and compliance.

Professional Certifications

• Any certification in Microsoft Office Specialist in Excel, Business Intelligence (BI) certification, or Data Analytics will be an added advantage