Operations Analyst

Quality Coach/SME   – Operations Analyst (Band 2H)     As an   Operations Subject Matter Expert (SME) , you will act as a knowledgeable and reliable operational resource within your function. You will provide   hands ‑ on   subject matter   expertise , support daily operations, coach colleagues, and contribute to improving processes, quality, and customer outcomes.   This role sits at the centre of operational delivery — bridging knowledge gaps, supporting team members, escalating issues appropriately, and ensuring accuracy and consistency in how processes are executed.   Your role contributes directly to service excellence by using your deep workflow understanding,   problem   solving   skills, and data awareness to help teams achieve performance   targets. ‑ solving   skills, and data awareness to help teams achieve performance targets.

Operational Expertise & Support   Act as a   go ‑ to   expert for daily operational queries within your function (e.g., Claims, Eligibility, Admin,   Customer Service,   Client Support).   Support colleagues with interpretation of SOPs, business rules, and operational workflows.   Handle more complex cases or exceptions in line with defined authority levels.     Quality, Accuracy & Compliance   Support quality reviews by   identifying   errors, gaps, and improvement opportunities.   Ensure adherence to operational procedures, regulatory requirements, and audit expectations.   Flag emerging risks or trends to team leads and supervisors.     Process & Continuous Improvement   Provide input into process updates and improvement initiatives.   Identify   recurring issues and recommend practical solutions.   Champion consistency, standardisation, and accuracy in operational delivery.     Coaching & Knowledge Transfer   Support new starters and colleagues by sharing knowledge and best practices.   Provide informal coaching to uplift capability within the team.   Help   maintain   and update team reference materials (e.g., guides, templates, FAQs).     Cross   Team   Collaboration ‑ Team   Collaboration   Work collaboratively with peers, supervisors, and support teams (IT, Quality, Product, Compliance) when operational issues arise.   Escalate cases appropriately and   assist   with root cause understanding.     Data & Reporting Support   Assist   with extracting and reviewing operational data to support   decision   making . ‑ making .   Highlight patterns, trends, or discrepancies requiring leader attention.     Customer & Service Orientation   Maintain a strong customer first mindset, ensuring operational decisions consider downstream customer impact.   Support the resolution of escalated member/provider/client issues within your domain.

Minimum   1–2 years’ experience   in an operations environment (claims, eligibility, onboarding, customer service, or similar).   Solid understanding of relevant workflows, SOPs, and operational platforms (e.g., Salesforce, Claims systems, Knowledge   Xchange).    Strong attention to detail and commitment to accuracy.   Ability to explain processes clearly and support others in   problem   solving . ‑ solving .   Proven reliability and consistency in delivering   high   quality   work. ‑ quality   work.   Good analytical capability (Excel preferred) with the ability to interpret data.   Strong communication   skills, both verbal and written.   Ability to work effectively with peers and contribute to a positive team culture.   Demonstrated customer focus and service quality orientation.   Flexible and adaptable to changing priorities.   Fluent in English ,   other languages helpful.     KEY COMPETENCIES   Operational Expertise   – Strong understanding of functional processes and SOPs.   Problem   Solving   – Ability to   identify   issues, analyse root causes, and propose practical   solutions.