As a Senior Operational Excellence Analyst in Edinburgh reporting to an Operational Excellence Manager, you will monitor business performance and drive change and optimization. You will proactively provide performance insights, conduct deep dives on people and process activities, and support your manager by owning innovative initiatives as part of our "test, measure, learn" culture. Familiarity with our systems and processes will enable you to recommend optimizations for operational delivery. You will play a key role in delivering initiatives and communicating with colleagues across all levels of the business. You will be expected to be performing at a level where you can deputise for your Operational Excellence Manager through subject matter expertise, or through leadership experience.

Job Responsibilities:

• Owning data analysis to identify trends, highlight improvement opportunities, influence functional reporting, and present recommendations to Functional Leaders in Service Operations.
• Perform deep dive analysis into specific problem areas and generate insights and recommendations.
• Support Operational Excellence Managers in developing recommendations for consistent in-life optimization.
• Work with key stakeholders across the business (Operations, Controls, Risk, Product, etc.), including remote stakeholders and partners to deliver change, improvement and transformation activities (tools, process, reporting, etc.)
• Contribute to performance insights, identifying opportunities that impact Customer Operation Contact Centre KPIs.
• Support the embedding of change across the function to enhance both People/Divisional Leads' focus on their teams.
• Deliver support for reporting requirements, including Monthly Business Reviews and one-off reporting.
• Provide line management responsibilities for up to two Operational Excellence Analysts delivering hands on development, coaching, management and oversight

Required Qualifications, Capabilities, and Skills:

• Banking/Financial experience within a contact centre environment.
• Relevant experience, understanding or knowledge of Operational Excellence
• Understanding of contact centre operations, including contact channel development.
• Proven experience leading teams - ability to motivate, develop, and guide team members toward achieving goals.
• Ability to see the big picture, set priorities, and make decisions that benefit the organisation as a whole.
• Strong skills in engaging with stakeholders at various levels, understanding their needs, and aligning team efforts accordingly.
• Experience using data to identify inefficiencies and recommend improvements, whether in business analysis or operational settings.
• Ability to analyze operational or business data, identify trends, and provide actionable insights.
• Proficiency in Microsoft & Firmwide applications.

Preferred Qualifications, Capabilities, and Skills:

• An understanding of processes across contact centre functional areas.
• Experience in optimizing contact centre chat platform usage, e.g., Salesforce.
• Familiarity with JIRA software.
• Awareness and understanding of the "model office" approach to piloting new initiatives.
• Previous people leadership experience
• Experience in supporting change delivery.