Operations & Change Senior Analyst

Role Overview:

As the Operations & Change Senior Analyst at Send, you will be a key member of the operations team, reporting directly to the Business Operations Manager under Chief Risk and Operations Officer (CROO) function. This role is fundamental to the successful execution of our business strategy, focusing on the hands-on delivery of tasks within strategic initiatives. You will support the management of business-wide change, assist in coordinating projects, and contribute to the optimisation of our core processes. This position acts as the engine for on-the-ground execution, providing the detailed analysis and coordination necessary to support the Business Operations Manager and other leaders.

Roles and Responsibilities:

Change Management & Strategic Enablement

· Lead the development and execution of end-to-end change management plans for all assigned strategic initiatives, incorporating impact assessments, stakeholder analysis, and communication strategies.

· Actively enable the achievement of strategic objectives by rigorously tracking progress against goals, managing dependencies, and reporting on the status of change adoption across the business.

· Develop and distribute targeted communications to ensure all impacted stakeholders are informed and engaged throughout the change journey.

· Establish and manage feedback mechanisms to address concerns, mitigate resistance, and ensure a smooth transition for all teams.

Program & Initiative Delivery

· Oversee the delivery of key business programs by actively tracking the progress of all associated workstreams and strategic initiatives against established timelines and milestones.

· Drive accountability across the business by proactively tracking action items, managing dependencies, and ensuring consistent follow-up on deliverables to meet deadlines.

· Implement and manage a robust risk and issue management process for all assigned initiatives, escalating critical items to the Business Operations Manager with proposed mitigations.

· Establish a clear rhythm for project reporting, ensuring all stakeholders have transparent visibility on status, progress, and risks.

Cross-Functional Collaboration & Communication

· Serve as a central communication hub by collating, synthesising, and disseminating critical information between teams to ensure alignment and prevent silos.

· Design, schedule, and facilitate cross-functional workshops to solve problems, gather requirements, co-design new processes, or capture feedback.

· Diligently document workshop outcomes, report on feedback and decisions, and own the follow-up process to ensure all resulting actions are completed in a timely manner.

Business Process & Operating Model Optimisation

· Lead key initiatives to analyse, map, and document current-state business processes to identify critical inefficiencies, bottlenecks, and opportunities for improvement.

· Partner with the Business Operations Manager and other leaders to design and document the future-state operating model, ensuring it aligns with strategic goals for scalability and efficiency.

· Manage the implementation of process improvements from conception through to full business adoption, including the development of new Standard Operating Procedures (SOPs).

Frameworks & Standards Development

· Contribute to the development of standardised frameworks by creating and refining templates for project management and change.

· Maintain the centralised system and repository for knowledge management, ensuring templates and SOPs are organised and up-to-date.

· Support the adoption of new standards by acting as a resource for the team.

Performance Management & Data Analytics

· Prepare and maintain operational dashboards to provide visibility into business and commercial performance.

· Conduct in-depth analysis of performance data to identify trends, opportunities, and underlying issues, translating raw data into actionable business insights for leadership.

· Generate and distribute regular, detailed performance reports (weekly, monthly, quarterly) for various business units and the executive team.

· Prepare the data-driven foundation and initial drafts for executive-level presentations and strategic reviews, ensuring all information is accurate, insightful, and clearly communicated.

Core Capabilities:

Strategic Execution & Adaptability

· Translates strategic goals into well-defined tasks and milestones.

· Monitors and provides clear reports on progress against assigned objectives.

· Identifies risks to task completion and proactively flags them for resolution.

· Understands how daily work contributes to the broader business strategy.

Change Management

· Develops and executes end-to-end change management plans.

· Conducts impact and stakeholder analysis to anticipate challenges.

· Communicates clearly and consistently to build trust through change.

· Addresses resistance and creates support materials (training, documentation).

Process Optimisation & Systems Thinking

· Maps and analyses existing processes to find and fix bottlenecks.

· Designs and implements efficient future-state processes and frameworks.

· Considers the full system-wide impact of any process change.

· Champions the creation and use of standardised documentation (SOPs).

Stakeholder Management & Influence

· Identifies and maps all relevant stakeholders for each initiative.

· Builds trust through clear communication and reliable follow-through.

· Facilitates productive workshops that drive clear decisions and actions.

· Influences without direct authority to gain buy-in and foster collaboration.

Data-Driven Analysis & Reporting

· Creates and maintains operational dashboards to track key metrics.

· Translates raw data into actionable business insights (trends, risks, opportunities).

· Prepares accurate and professional reports for management review.

Uses data to support recommendations for process improvements.

Proactive Ownership & Drive for Results

· Takes ownership of assigned tasks and drives them to completion.

· Persistently follows up on deliverables to ensure accountability.

· Shows resilience and a focus on solutions when facing obstacles.

· Maintains a strong sense of urgency and focuses on delivering results.

Expected Qualifications:

· A minimum of 4-6 years of experience in business operations, change management, project coordination, or a similar analytical role.

· A bachelor's degree in business administration, Operations Management, or a related field is required.

· Strong project management skills, with the ability to manage multiple projects simultaneously and deliver results within deadlines.

· Excellent communication and interpersonal skills, with the ability to effectively collaborate with and influence stakeholders at all levels of the organisation.

· Strong analytical and problem-solving skills, with a demonstrated ability to use data to inform decisions and a high level of proficiency in building operational dashboards and reports.

· Professional certifications in Project Management or Change Management are desirable.

· Experience working in a fast-paced, dynamic environment, such as a fintech or scale-up, is a plus.