# Senior Service Analyst, Workforce Management

**Company**: Monzo
**Location**: Cardiff
**Work arrangement**: remote
**Experience**: senior
**Job type**: contract
**Salary**: £40,400 - £51,050
**Category**: Operations
**Industry**: Finance

**Apply**: https://job-boards.greenhouse.io/monzo/jobs/8261197?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_068bbe47-280

## Description

We're on a mission to make money work for everyone.

As a Senior Service Analyst, Workforce Management, you'll report to the WFM Service Manager and play a vital role in using data-driven insights to perfectly staff our customer operations and service teams.

You'll be responsible for:

- Executive Communication & Reporting: compiling data-driven reports that provide key insights and actions for senior stakeholders

- Data Pipeline & Dashboard Creation: independently creating fully functional Looker dashboards and developing standalone MI to support the operations teams

- In-depth Analysis & Automation: performing confident root-cause analysis by filtering, merging, and amending complex data across tools like Looker, Anaplan, Airtable, and Google Sheets

- Dynamic Burndown Plans: creating dynamic burndown plans to accurately predict return-to-service dates and forecast when service situations will be fully resolved

- Incident Management & Rota: taking responsibility for managing cross-domain incidents using data-driven and dynamic solutions

- Service Deep Dives & Routing: conducting deep dives to identify gaps between supply and demand, managing workload and routing, and ensuring the right work goes to the right person at the right time

- Global Ops Alignment: working closely with our global ops functions to ensure performance expectations are met and assessing the service impact of proposed changes across various domains

We'd love to hear from you if:

- You have demonstrable experience in service delivery, optimisation, and workforce management or similar analytical operational roles within a fast-paced, high-growth environment

- You're highly capable of managing a project's entire lifecycle with little oversight, taking accountability for driving solutions and leading implementation

- You possess an advanced ability to use Looker and Google Sheets for deep data storytelling and presenting clear findings via Google Slides and Documents

- You have experience handling incidents, creating actionable plans, and thinking of dynamic, data-driven solutions

- You're comfortable with critical conversations, communicating effectively to a wide range of stakeholders, and coaching those around you to elevate team performance

Benefits include:

- £40,400 - £51,050 (12-Month Fixed Term Contract)

- Remote work options

- MacBook and support for work-from-home setup

- And more!

## Skills

### Required
- Looker
- Google Sheets
- data analysis
- problem-solving
- communication

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Source: [Apply at job-boards.greenhouse.io](https://job-boards.greenhouse.io/monzo/jobs/8261197?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)