Reference No. DUB-RES-2017-001
Office :- Dublin (Ireland)
Position Title :- Operations Analyst (September 2017 – March 2018; could be extended)
Position Category :- Research Services
Shift Details :- 37.5 hours per week, 9am to 5.30pm Monday to Friday
Weekend Rotation :-
Holiday Rotation :-
Contact Person :-
Key Objective :- The Operations Analyst will be a critical position within the Payments/Financial Compliance team of our client, a global leader in web-based technologies and eCommerce, based in their Dublin office. The key focus of the Operations Analyst role will be to provide direct hands-on support to the vendor teams that deliver the first line of operational deliverables to the client team.
Position Objectives Expectations :-

The main responsbilities of this role will include;

• Day-to-day management of the local vendor relationships.

• Oversight of Service Level Agreements (“SLA”), case Average Handling Time (“AHT”) resource & case volume forecasting and front line queries.

• Support tool outages, bug enquiries and process permission issues.

• Develop operational efficiency programs to reduce TAT, AHT and ultimately strive for reduced resources required to deliver front line activities.

• Support Quality Assurance of the front line payments compliance operations program. Oversee the output and reports; provide challenges to the metrics therein.

• Conduct Weekly/Monthly Business Reviews with Vendors to ensure that the program is delivering against key KPI’s.

• Update the respective Desktop Procedures (“DTP”), QA Error categories and process workflows for each of the operational streams.

• Contribute to the virtual Compliance Ops team process to review meetings across all 3 Ops locations and to ensure that process updates, operational efficiencies and enhancements are shared to benefit others.

• Consult with relevant partners to ensure supported product / business teams are provided with the necessary operational updates to inform product, ops and Engineering roadmaps.

• Partner with the product intake process to ensure that new product or service integrations are adequately incubated in advance of implementation in a stable operations environment.

Personal Success Characteristics :-

• Expert-level skills in Microsoft Office suite of products for word processing, spreadsheet and database, as well as Adobe Acrobat. Prior experience with cloud-based office / collaboration software will be a plus.

• Strong relationship skills with fluency in both written and oral communications.

• Self-motivated, detail-oriented and resourceful problem solver, focused on driving operational excellence.

• Ability to partner with a diverse group of stakeholders including vendors and clients.

• Demonstrated ability to adapt quickly and learn new tools/technologies/processes.

• Project Management experience (certification will be a plus).

• Ability to multitask and manage multiple projects simultaneously, while balancing challenging deadlines and client constraints.

• Flexibility to work with teams in other locations and timezones as per role’s needs.

• Ability to follow processes and instructions while asking the right questions to drive continuous improvement.

Corporate social responsibility :- Corporate Social Responsibility (CSR) is part of Integreon’s DNA and Associates are encouraged to participate in our various CSR initiatives and opportunities. We have a long term association giving back to communities and an ongoing commitment to impact positively in areas such as education, healthcare, social awareness and the environment.
Educational Requirements :- Degree in relevant subject.
Previous Experience Requirements :-

• Financial services and online payments exposure will be highly preferred.

. 4-6 years of research, analytics, operations and/or project management experience.

Reports To :- Vice President, Grail Research
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