Senior Operations Analyst - Central Operations Hub

Overview

Senior Operations Analyst responsible for transitioning, establishing and delivering operational services within the Central Operations Hub, working with Transformation teams, business stakeholders and service owners to standardize, optimize and scale service delivery.

What you'll do

• Receive processes identified by the Transformation / Optimization team, lead knowledge transfer activities, document requirements, establish operating procedures and transition services into the Central Operations Hub.
• Take accountability for assigned services, ensuring delivery meets agreed quality, timeliness, customer experience and operational performance expectations.
• Perform and oversee operational activities during the early stages of service transition to establish process stability, identify issues and build delivery capability.
• Identify opportunities for standardization, simplification, automation and elimination to improve efficiency, reduce manual effort and enhance service outcomes.
• Lead individual projects, service transitions and improvement initiatives, coordinating stakeholders, timelines, risks, dependencies and deliverables.
• Build strong relationships with business leaders, service owners and operational teams to understand requirements, manage expectations and support adoption of Hub services.
• Develop process maps, SOPs, service catalogues, controls, training materials and governance documentation to support stable operations.
• Monitor service performance, SLAs, KPIs, productivity and quality metrics, using data and insights to drive continuous improvement.
• Apply the Hub's automation-suitability framework to identify and prioritize standardization and automation candidates within assigned processes.
• Support onboarding, training and knowledge sharing activities to ensure sustainable service delivery and capability growth within the Hub.
• Prepare operational updates, status reports, business cases and performance insights for stakeholders and Hub leadership.

What you'll need

• 5-8 years of experience in Process Improvement, Shared Services, Operations Excellence, Business Operations, Transformation or Management Consulting.
• Experience supporting operational service delivery, shared services environments, business process outsourcing or transformation programs.
• Demonstrated capability in process mapping, process redesign, standardization and operational improvement.
• Experience leading workstreams, projects or business improvement initiatives with multiple stakeholders.
• Strong analytical, commercial and business case development capability.
• Excellent communication, stakeholder management and relationship-building skills.
• Ability to manage sensitive workforce and financial information with discretion.
• Bachelor's degree in Business, Commerce, Operations Management or a related field.

Nice to have

• MBA or equivalent postgraduate qualification.