Operations Support Analyst

About Us:

The FT has an uncompromising mission: delivering independent, quality information, news and services to individuals and companies around the globe. It's the cornerstone of our reputation and the heart of our ambitions for the future. But for our people, the FT offers so much more than what we do. FT people come from all kinds of backgrounds and work across a huge range of disciplines and locations, and find empowering, warm and welcoming culture that values curiosity and rewards smart, ambitious thinking. Those who are willing to unite around our mission and live our values will find plenty to challenge, inspire and interest them. Like the audiences we serve, no two FT people are the same; but together we help our audience be better informed and understand the world around them. It's a job that's never mattered more, and a career that can take you anywhere you want to go.

Our commitment to diversity and inclusion in the workplace:

At the FT, we give all employees a voice so that diverse perspectives are heard and valued. We believe that a supportive workplace is one where employees feel they can be themselves at work. We'll continue to remove barriers for all, and in particular barriers facing employees from underrepresented groups.

About the role:

The Operations Support Analyst role is responsible for supporting back-office, contract fulfilment and administrative tasks for all B2B customers globally (i.e., access to systems, tools, and products), ensuring appropriate rights and permissions are granted to customers as stated in their contracts' terms and conditions.

Responsibilities:

• Process and complete contract fulfilment requests for  corporate, education, syndication, agency and channel clients
• Ensure that clients' access to the correct systems, content, and tools are made available to the clients as stated in their contracts
• Maintain strict operating standards, accurate data management, and client confidentiality
• Escalate complex issues regarding fulfilment and client access to products, services, and tools
• Provide operational and status reports to the Operations Support Team Leader and/or Manager when requested or as needed.
• Prepare, analyse, and complete processes and/or operational reports as part of the general tasks assigned to the team for submission to specific internal clients or agencies
• Conduct data and process investigations regarding fulfilment and client accounts concerns and complaints as directed by the Operations Support Team Leader.
• Deliver ad hoc fulfilment and back-office project requests, ensuring that expectations are well managed and work prioritised.
• Report to the  Operations Support Team Leader and provide information regarding the day-to-day operations of the Operations Support team
• Communicate, coordinate, and follow up with necessary internally facing teams, particularly for fulfilment and access issues
• Respond to agency and internal client queries, requests and concerns in a timely manner, ensuring that calls and emails are attended to and provided with complete, accurate and appropriate responses at all times.
• Provide clear information and/or instructions to internal clients, agencies and agency customers regarding their requests and queries.
• Address all internal clients and agency customers professionally, cordially and civilly at all times, both by email and on the phone.
• Monitor, manage and distribute cases in the HUB queue to the appropriate queues of the resolving teams.
• Maintain good working relationships with agencies and newsagents and ensure that all new orders and renewals are followed up appropriately Identify and escalate problems affecting a number of internal clients or agencies or influencing the timely resolution of one client's enquiry.
• Submit daily and weekly reports to  Operations Support Team Leader to show productivity and efficiency performance records, as well as the KPI reports in Salesforce
• Provide assistance on long and short term projects from marketing and finance teams providing regular updates on progress made

Core Competencies:

• Attention to Detail - Accomplishing tasks by considering all areas involved, no matter how small; showing concern for all aspects of the job; accurately checking processes and tasks; being watchful over a period of time.
• Collaboration - Working harmoniously with other teams towards a common goal . Actively listening to other people's opinion or concern and being receptive to feedback
• Adaptability - Maintaining effectiveness when experiencing changes in tasks or assignments, processes and requirements
• Communication - Conveying information clearly to individuals or groups in a manner that helps them understand the message

What's in it for you? Our Benefits:

Our benefits vary depending on location, but we are committed to providing best in class perks across all our offices as well as an inclusive environment to develop your career. Examples of our benefits include; generous annual leave allowances, flexible working (including working from home), health coverage (medical, dental & vision insurance), 401k and company match, enhanced family leave packages, and Giving Back opportunities. Full details of our benefits can be found here.

Further Information:

The FT is committed to providing an inclusive working environment for all. We are an equal opportunities employer who seeks to recruit and appoint the best talent regardless of gender, ethnicity, disability, sexual orientation, gender identity, socio-economic background, religion and/or belief. We also promote flexible working and will consider specific requests around flexibility for all roles where it can be accommodated. Please let us know if you require any adjustments as part of the application process or to enable you to attend an interview. If you would like to discuss your requirements, or have any questions, please contact a member of our HR team who will be happy to help.