Senior Operations Support Analyst

About Us:

 

The FT has an uncompromising mission: delivering independent, quality information, news and services to individuals and companies around the globe. It’s the cornerstone of our reputation and the heart of our ambitions for the future. But for our people, the FT offers so much more than what we do. FT people come from all kinds of backgrounds and work across a huge range of disciplines and locations, and find empowering, warm and welcoming culture that values curiosity and rewards smart, ambitious thinking. Those who are willing to unite around our mission and live our values will find plenty to challenge, inspire and interest them. Like the audiences we serve, no two FT people are the same; but together we help our audience be better informed and understand the world around them. It’s a job that’s never mattered more, and a career that can take you anywhere you want to go.

 

Our commitment to diversity and inclusion in the workplace:

 

At the FT, we give all employees a voice so that diverse perspectives are heard and valued. We believe that a supportive workplace is one where employees feel they can be themselves at work. We'll continue to remove barriers for all, and in particular barriers facing employees from underrepresented groups.

About the Role

The Senior Operations Support Analyst plays a key role in ensuring the efficient delivery of back-office, contract fulfilment, and operational support services for FT Professional clients. This role partners closely with the Team Leader and internal stakeholders to maintain high service standards, resolve complex customer issues, and drive continuous improvement across operations.

As a senior member of the team, you will act as a Subject Matter Expert (SME), support day-to-day operational leadership through peer coaching and quality oversight, and contribute to projects and initiatives that enhance customer experience and operational effectiveness.

Key Responsibilities

• Support the Team Leader in meeting performance and service targets through peer coaching, quality audits, and day-to-day operational support.

• Deliver high-quality customer service by managing complex and escalated customer enquiries via calls and emails, including issues related to back-office operations and contract fulfilment for FT Professional clients.

• Assist in workload and resource planning by supporting the creation of daily and weekly task schedules, ensuring fair distribution of cases and balanced exposure to responsibilities across the team.

• Communicate and collaborate with internal teams—particularly those involved in contract fulfilment, access management, and operations—to ensure timely and accurate issue resolution.

• Contribute to regular and ad-hoc operational projects, including order fulfilment and administrative initiatives, with a focus on improving service quality, efficiency, and customer experience.

• Identify gaps and improvement opportunities in operational processes and workflows, and support the implementation of solutions that drive measurable improvements.

• Act as a Subject Matter Expert (SME) for designated areas of FT Professional operations, ensuring documentation and knowledge materials are accurate, current, and consistently applied.

• Represent the Operations Support team in initiatives related to process improvements, system changes, and operational enhancements, ensuring updates and changes are clearly communicated to the wider team.

• Provide back-up and additional support during peak periods or resource gaps to ensure continuity of service and timely completion of cases, tasks, and projects.

• Maintain strong product and process knowledge through regular training and hands-on case handling when required.

• Participate in additional projects and responsibilities as assigned to support broader business objectives.

Qualifications & Experience

• Proven experience in operations support, customer service, or back-office roles within a B2B, professional services, or subscription-based environment.

• Experience handling complex or escalated customer issues across multiple channels (email and phone), with a strong focus on resolution and customer satisfaction.

• Demonstrated ability to support or influence team performance through peer coaching, quality monitoring, or informal leadership.

• Strong stakeholder management skills, with experience working cross-functionally to resolve operational or customer issues.

• Analytical and process-oriented mindset, with experience identifying operational gaps and contributing to continuous improvement initiatives.

• Ability to act as a Subject Matter Expert, with a track record of maintaining accurate documentation and supporting knowledge sharing within a team.

• Excellent communication skills, both written and verbal, with the ability to convey complex information clearly and professionally.

• Strong organisational and time-management skills, with the ability to manage multiple priorities in a fast-paced environment.

• Proficiency in CRM systems and operational tools; experience working with subscription management, access provisioning, or contract fulfilment systems is an advantage.

What’s in it for you? Our Benefits:

 

Our benefits vary depending on location, but we are committed to providing best in class perks across all our offices as well as an inclusive environment to develop your career. Examples of our benefits include; generous annual leaves, flexible working (including working from home), health coverage (medical & dental), and company match and enhanced family leave packages. Full details of our benefits can be found here. 

 

Further Information:

 

The FT is committed to providing an inclusive working environment for all. We are an equal opportunities employer who seeks to recruit and appoint the best talent regardless of age, gender, ethnicity, disability, sexual orientation, gender identity, socio-economic background, religion and/or belief. We also promote flexible working and will consider specific requests around flexibility for all roles where it can be accommodated. Please let us know if you require any adjustments as part of the application process or to enable you to attend an interview. If you would like to discuss your requirements, or have any questions, please contact a member of our HR team who will be happy to help.