Team and Position Summary
The Service Hub division at BCS provides comprehensive support to BCS and participants. The division ensures seamless participant onboarding/offboarding, effective coordination of participant support, regulatory reporting, secure certificate management, timely issue resolution and service processing, as well as service excellence.
The Data Analyst, reporting to the Service Excellence Lead, plays a critical role in enabling data-driven decision-making and operational efficiency within the Service Hub division. This position focuses on analyzing large datasets, developing dashboards, and providing actionable insights to optimize processes, improve performance, and support strategic initiatives.
The individual is responsible for regulatory reporting, monitoring performance, workforce planning, process optimization and improvement initiatives to enhance the overall effectiveness of the division.
Key Responsibilities
Reporting and Metrics
- Analyze large and complex datasets in MS Excel or database to identify trends, patterns and insights
- Monitor and forecast operational volumes, ensuring timely data-driven decision-making.
- Define and refine key performance indicators for operational teams.
- Develop and maintain performance dashboards to track operational performance.
- Prepare regular and ad-hoc reports performance and reports for internal stakeholders and external stakeholders.
Projects and Continuous Improvement
- Drive automation and standardisation initiatives, for e.g., service workflow, and processes alignment in line with organizational frameworks, policies and industry practices.
- Lead initiatives to analyse, streamline, and optimise workflows.
- Be a key active contributor from Service Hub in cross-functional projects, providing data insights and operational expertise.
- Drive continuous improvement projects across the division to maximize workforce productivity, reduce operational risk and minimize costs.
Workforce and Resource Planning
- Collaborate with Service Management Lead, Service Desk Lead, and Certificate Services Support to assess workforce capacity and ensure optimal resource allocation.
- Identify operational bottlenecks and recommend resource adjustments to address upcoming workload requirements.
- Drive strategic resource planning to meet both current and future operational demands.
Requirements
Education and Experience
- Bachelor's degree in Statistics, Mathematics, Operations Management, Business Administration, or a related field
- Experience working with large datasets
- Minimum of 3 years of experience in data analytics role, operational excellence, resource management, or a similar role, preferably within the financial or payments industry
- Demonstrated success in defining KPIs, developing dashboards, and implementing process improvement initiatives
Skills and Knowledge
- Attention to detail and a commitment to data accuracy
- Strong analytical and problem-solving skills with a data-driven mindset.
- Familiarity with statistical analysis concepts
- Proficiency in MS Excel functions, formulas and data manipulation techniques
- Proficiency in writing and executing SQL queries to extract, filter and join data form relationship databases
- Experience in automation
- Knowledge of data manipulation and analysis using Python
- Ability to design and develop interactive dashboards using Excel, Power BI, Tableau or similar tools to communicate data insights
- Experience with ServiceNow workflow platform or similar
- Strong communication skills, with the ability to collaborate across teams and present findings to stakeholders.
- Knowledge of the payments industry, particularly in operational reporting and compliance.
Professional Certification
