Customer Operations Analyst

Job Description

Role Purpose and Key Responsibilities

Role purpose:

The Analyst is responsible for:

• Collecting, manipulating and studying data to reveal ways to improve the business, this also include conducting full lifecycle analysis and translating stakeholders’ requirements into reporting deliverables
• Ensuring that the data repositories produce consistent and can be reusable
• Work with a good number of stakeholders at all bands and cross functionally

Key Responsibilities:

• Identify and interpret patterns and trends, assess data quality and eliminate irrelevant data. During the research, the analyst might seek out experts in the area related to the situation to learn more about it and potential solutions. The analyst might also request the assistance of other data analysts.
• Collect and manage data using a variety of methods, such as data mining and electronic documentation, to improve and/or expand database info.
• Make recommendations about the methods a company should use to collect, analyse and manage data to improve data quality and the efficiency of data systems.
• Communicate the results of the analysis as a comprehensive report to decision makers and others affected by the results.
• Manage consolidated operational reporting for Customer Service departments and each section’s performance.
• Manage daily dashboard.
• Tracking and managing all initiatives and challenges across all the sections.
• Locate and define new process improvement opportunities (as the analysis may trigger process reviews).
• To contribute to the delivery of an effective process of capturing robust customer queries via NPS, tNPS, rNPS and jNPS to provide thorough quantitative and qualitative insights into products & services and therefore improve customer experience

Qualification, Competencies, Knowledge and Experience

• Three years relevant experience (Customer operations and Analytics)
• Bachelor’s degree in computer science, Information Systems or a related field.
• Proficient in SQL, Python, Oracle, and Advanced Excel for data analysis, reporting, and performance optimization
• Skilled in Power BI dashboard development and data visualization to support real-time decision-making.
• Experienced in analysing large datasets, identifying trends, and delivering actionable business insights.
• Good Communication Skills
• Demonstrates high levels of customer ownership and accountability by bringing the customer’s experience into every decision.
• Takes accountability for identifying & addressing service issues.
• Seek simple solutions & remove unnecessary complexity to deliver the most efficient & cost-effective solution.
• Able to manage a diverse workload and bring new thinking to existing ways of doing things.
• Able to share ideas, skills and knowledge with colleagues.
• Interpersonal skills, enthusiastic and with great attention to detail.
• Ability to work and manage in an ambiguous/changing environment
• Proactive, self-motivated, ability to work independently.