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. 

KEY RESPONSIBILITIES 

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. 

YOUR PROFILE 

• 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.‑Solving 

• Collaboration – Works effectively across teams and builds positive relationships. 

• Quality Orientation – Focused on accuracy, compliance, and error reduction. 

• Customer Focus – Ensures work contributes to positive customer outcomes. 

• Communication – Clear, structured, supportive communication with peers and leaders. 

• Continuous Improvement Mindset – Looks for opportunities to enhance processes and reduce friction. 

• Time & Priority Management – Efficiently manages workload and deadlines. 

• Learning & Knowledge Sharing – Supports the development of team capability. 

• Systems & Tools Awareness – Comfortable navigating relevant systems and learning new tools