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Senior Service Analyst – Workforce Management
Monzo Bank. Compile data-driven reports with insights and actions for senior stakeholders, including weekly reporting, Monthly Business Reviews, Ops Monitoring, and Domain Weekly Business Reviews .
Tech Stack
Tools & technologiesSQL
About the role
Key responsibilities & impact- Compile data-driven reports with insights and actions for senior stakeholders, including weekly reporting, Monthly Business Reviews, Ops Monitoring, and Domain Weekly Business Reviews
- Independently create fully functional Looker dashboards and standalone Management Information (MI) for operations teams
- Perform root-cause analysis by filtering, merging, and amending complex data across Looker, Anaplan, Airtable, and Google Sheets
- Write efficient SQL code and facilitate automation to improve efficiency
- Create dynamic burndown plans to predict return-to-service dates and service resolution forecasts
- Manage cross-domain incidents using data-driven and dynamic solutions
- Participate in a Monday-to-Friday incident on-call rota
- Conduct service deep dives to identify supply-and-demand gaps
- Manage task views and routing to ensure work reaches the right person at the right time
- Work with global operations functions to meet performance expectations and assess service impacts of proposed changes
- Report to the WFM Service Manager
Requirements
What you’ll need- Demonstrable experience in service delivery, optimisation, and workforce management within a fast-paced, high-growth environment
- Highly capable of managing a project's entire lifecycle with little oversight
- Accountability for driving solutions and leading implementation
- Advanced ability to use Looker and Google Sheets for deep data storytelling
- Ability to present clear findings via Google Slides and Documents
- Experience handling incidents and creating actionable plans
- Ability to think of dynamic, data-driven solutions
- Comfortable with critical conversations and communicating effectively with a wide range of stakeholders
- Ability to coach others to elevate team performance
- Understanding of task views, task types, routing, scheduled activities, and workforce optimisation principles
- Ability to work Monday to Friday incident rota; occasional weekend work may be required for specific projects
Benefits
Comp & perks- £1,000 learning budget each year for books, training courses and conferences
- MacBook provided to all employees
- Extra support for fully remote workers’ work-from-home setup
- Benefits package
- Remote work option