Description
As a Back Office Operations Senior Analyst (Band 2), you will play a critical role in delivering accurate, timely, and high-quality operational processing across your function.
You will handle higher-complexity cases, support workflow management, provide guidance to colleagues, and help drive quality, accuracy, and operational consistency.
Key Responsibilities
Operational Processing & Complex Case Handling
- Complete both standard and higher-complexity back-office tasks in line with SOPs and business rules.
- Independently handle exceptions, unclear scenarios, and non-routine cases within defined authority limits.
- Review, investigate, and resolve aged, escalated, or priority cases.
- Ensure all system updates, documentation, and case notes are accurate, complete, and audit-ready.
Quality, Accuracy & Compliance
- Conduct peer reviews and quality checks as assigned by team leads or supervisors.
- Identify and flag risk, recurring errors, procedural gaps, or accuracy risks and escalate promptly.
- Support compliance by maintaining strict adherence to regulatory requirements, audit, and data-protection requirements.
- Promote high-quality processing through consistent modelling of best-practice standards.
Process Adherence & Continuous Improvement
- Interpret SOPs in complex or ambiguous situations and support colleagues in understanding them.
- Provide actionable feedback on recurring issues, process inefficiencies, or unclear guidance.
- Contribute to process improvement initiatives, working with SMEs or leads to refine workflows.
- Assist in maintaining and updating reference materials.
Coaching & Knowledge Sharing
- Provide informal coaching to Band 1 analysts and support knowledge transfer.
- Assist with onboarding and skill-building for new hires, demonstrating systems and workflows.
- Act as a reliable point of contact for day-to-day operational questions.
- Foster a collaborative environment by supporting peers and sharing effective practices.
Cross Team Collaboration
- Work collaboratively with peers, supervisors, and support teams when operational issues arise.
- Escalate cases appropriately and assist with root cause understanding.
- Collaborate across regions to support consistent delivery and knowledge sharing.
Workflow, Data & Reporting Support
- Help monitor workflow queues, ensuring prioritised handling of critical cases.
- Review operational data for trends, discrepancies, or recurring issues and highlight insights to leaders.
- Ensure accurate data entry and case categorisation to support high-quality reporting.
- Provide input into operational dashboards or summaries when required.
Service & Risk Awareness
- Anticipate downstream impacts of processing decisions and ensure smooth end-to-end operations.
- Escalate potential customer-impacting or compliance risks promptly.
- Support a culture of operational discipline, accuracy, and proactive problem-solving.
Your Profile
- 1–2+ years of experience in a back-office operations environment.
- Strong understanding of operational workflows, SOPs, and system navigation.
- Demonstrated ability to manage complex or escalated cases independently.
- High attention to detail with consistent accuracy and reliability.
- Ability to support and guide colleagues with process knowledge and practical insights.
- Good analytical skills with the ability to interpret data and identify patterns or issues.
- Strong written and verbal communication skills.
- Customer-focused mindset with awareness of how back-office work impacts customer experience.
- Adaptable, proactive, and comfortable navigating change or shifting priorities.
- Fluent in English; additional languages beneficial.