- Job Overview
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- Job Title
| Senior Operations Analyst | |
- Job Code
| COE-W05-02 | |
- Job Family/Function
| COE-Operations Development, Optimization & Analytics | |
- Direct Manager / Reporting to
| Operations Control Manager | |
- Seniority Level
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- Job objective (Purpose, Engagement, and Delivery)
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| Purpose: To execute daily operational tasks accurately and in line with established procedures, monitor internal tools, support process audits, and assist in identifying areas for improvement across business operations. | |
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| Engagement: To work with the Operations Control Manager and cross-functional teams, carrying out follow-ups on operational issues, sharing findings and recommendations, and supporting training sessions on internal tools for internal users. | |
| Delivery: To complete assigned operational tasks and follow-ups on schedule, participate in process audits and compliance checks, maintain up-to-date process documentation, monitor tool availability, prioritize daily initiatives based on business needs, and assist in preparing operational reporting tools. | |
- Key Responsibilities and Duties
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- Core Responsibilities
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- Daily Operations and Task Execution: Execute daily operational tasks with precision, carry out follow-ups on operational issues to support timely resolution, and prioritize daily initiatives based on business needs to maintain efficient operation workflows.
- Process Compliance and Documentation: Participate in regular process audits to ensure compliance with established procedures, ensure daily and monthly checks and controls are adhered to, and maintain current and accurate documentation of processes and procedures.
- Tool Monitoring and Training Support: Monitor the status of internal tools, troubleshoot issues, and escalate problems when necessary to maintain continuous tool availability, and organize and assist in providing training sessions on internal tools for internal users as needed.
- Process Improvement and Reporting: Collaborate with the Operations Control Manager to identify areas for improvement in business processes, contribute insights during process reviews, communicate findings and recommendations to cross-functional teams and management, and assist in preparing reporting tools for operational functions.
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- Specific Tasks By Seniority Level
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Step A - Job Title at Senior Level: Senior Operations Analyst- Operational Task Execution: Execute all daily operational tasks independently and consistently, with full accuracy and no supervision required.
- Operational Issue Resolution: Resolve complex operational issues independently, managing escalation processes and ensuring timely closure without guidance.
- Process Audit and Compliance: Support process audits and contribute to the ongoing development and maintenance of the audit framework based on accumulated experience.
- Process Improvement: Identify and recommend practical improvements to business processes independently, drawing on operational experience to support the Operations Control Manager.
- Training Delivery: Organize and deliver training sessions on internal tools, drawing on operational expertise to support effective knowledge transfer to internal users.
- Reporting: Independently prepare and maintain accurate reporting tools for operational functions.
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- Other Tasks
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The Employee is also responsible for other tasks which include:- Continuous Improvement: Proactively identify, suggest, and implement process improvements to enhance efficiency and effectiveness, and participate in the review or development of processes, policies, and related frameworks across the organization.
- Innovation and Automation: Contribute to initiatives focused on process automation and service innovation.
- Information Security: Strictly adhere to confidentiality, data security policies, and relevant regulations.
- Process Ownership (as assigned): Assume process ownership and/or management responsibilities as assigned, in accordance with the iQMS and ISO standards.
- Ad Hoc Duties: Undertake other reasonable tasks and projects as directed by the Direct Manager.
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- Employee Responsibilities
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Employee is responsible for:- Task Completion and Accountability: Fulfill assigned tasks and duties with a high degree of responsibility, efficiency, and accuracy, ensuring timely delivery.
- Performance Standards: Consistently meet or exceed established task performance requirements and quality standards.
- Proactive Understanding: Clearly understand task requirements and expectations before commencing work, seeking clarification when needed.
- Transparent Communication: Promptly inform the Direct Manager of any potential risks or issues that may impact task completion or performance standards.
- Resource Management: Utilize company resources, including equipment and technology, responsibly and maintain their proper functioning.
- Compliance and Conduct: Adhere to the Employment Contract, local legislation, and all company policies, procedures, and instructions, and proactively familiarize themselves with any changes as communicated, while maintaining ethical conduct at all times.
- Responsibility for Outcomes: Take responsibility for the outcomes of their work, including any damages or losses resulting from negligence or failure to fulfill duties appropriately.
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