Senior Client Operations Analyst

About Salary Finance

Working with employers, we provide a financial wellbeing platform as an employee benefit, helping employees to understand their money better, get out of debt faster and save for their future. We already have a reach of over 4,000,000 employees through our relationships with over 600 of the biggest companies in the UK. 

By improving employee financial wellbeing, we have a very real and meaningful impact on people’s lives. We remove the stress and worry associated with financial difficulties by dramatically reducing the interest rates employees pay on their personal debt, and provide them with the tools needed to start saving sooner and be more financially secure. We are backed by some of the biggest brands, including investments from Blenheim Chalcot (the UK’s leading venture builder), Legal and General (the FTSE 100 insurer and asset manager), Experian and Goldman Sachs, and funding partnerships with JP Morgan and Virgin Money. 

Launched in 2015, we have made excellent progress, and are scaling fast. We are named BITC’s Responsible Business of Year 2018, included in KPMG’s Global Fintech 100, listed top of the Forbes' list of socially-responsible startups, and profiled by the Financial Times, the Times, the Wall Street Journal, the Guardian, the Telegraph, CityAM and the Institute of Directors. 

Your role in our mission

We’re looking for a Senior Client Operations Analyst with analytical and problem solving skills to join our Business Operations Team. You’ll be responsible for key client operational processes end-to-end supporting our client setup, configuration, validation and payment processes end-to-end, ensuring that all client queries are resolved within agreed timeframes.

We’re looking for a quick learner who can rapidly build an understanding of our products and platform inside out. This role will also provide the chance to work with our Product Engineering team to drive process enhancements to improve both customer and client experience. This role is an excellent opportunity to further develop your career in an exciting FinTech scale up. 

What you'll do

• Ownership of key operational processes, including but not limited to employer setup & configuration, validations and payment processes. 
• Responsible for calculating KPI metrics and assisting the team in achieving these KPIs to enable the business to track performance and make data driven decisions to what we innovate next.
• Creating reports to monitor and drive our client operations performance.
• Monitoring and controlling how processes perform and communicating results to applicable stakeholders.
• Working with teams across the business to ensure that our client operations are delivering the best possible outcome for all stakeholders.
• Investigating and communicating effectively any problems with the platforms or processes to applicable team members to ensure business continuity.
• Thinking of ways to constantly improve our back-end operations and working with different teams to reach improvement objectives.
• Contributing to the success of the Operations team by not only executing your core duties, but by using your experience to impact how our products perform.
• Present Client Operations performance metrics at regular team stand ups.

About you

• You have previous experience in Client Operations within the financial services sector. 
• You are comfortable working within an Operations team, troubleshooting and resolving operational issues identified or raised by customers, clients and other departments.
• You have strong interpersonal skills with the ability to work collaboratively with diverse teams and functions.
• You have excellent time management skills with a track record of successfully and accurately producing reports from large data sets
• You have foundational knowledge of financial regulations and compliance. Good knowledge of FCA is a plus.
• You have excellent analytical and problem-solving skills as well as the ability to identify trends using data.
• You are a great communicator, both verbal and written. Experience working with remote teams is a plus.

Who you are

We embrace our differences, but there’s one thing we like to share, which is our values, so it’s important to us that you are:

• Fearless, and able to make the impossible possible.
• Responsible, and want to help build a business that delivers a meaningful difference to society.
• Dedicated and want to commit to an exciting journey even through the highs and lows.
• Empathetic and truly care about every colleague and customer.
• United, because you understand we achieve more when we work as a team.
• Humble, and take feedback as a way to continuously improve.

What do you get for all your hard work?

• Company bonus scheme 💰
• 25 days holiday with an extra day off on your birthday 🎂
• Hybrid working offered 🏢
• Generous company benefits to include pension and life assurance and an annual allowance to spend on medical insurance, health cash plan, denplan, gym memberships 🤸
• Enhanced policies that are family and pet friendly, to include company sick pay and peternity leave 🐶
• Great career development in a fast paced environment 🚀
• Regular company socials 
• Volunteer days as part of our CSR program 🤝
• More great perks to include weekly snacks, tuckshop, cycle to work, help to save and much more! 🍭

The typical interview process

• Phone call with our Talent Manager - 20 mins
• Video interview with Hiring Manager - 30 mins 
• Case Study to give you a taster of the role - 35 mins 
• In person interview with Hiring Manager, Head of Department, Stakeholder, and / or Team -  60 mins 

We’re looking for people that will get stuck in and make a difference. We have a great collaborative, entrepreneurial team and are passionate about what we do. If you want to join a team that is changing people’s lives for the better then we’d love to hear from you.

Learn more at salaryfinance.com

Salary Finance is proud to be an equal opportunities employer. We celebrate diversity and are committed to creating an inclusive work environment where all employees and applicants can flourish.

If there’s anything we can do to accommodate your specific situation, please let us know.