REF # 1801316


Operations Analyst

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A dynamic financial solutions company seeks an Operations Analyst to join its team. Your core role will include gathering, analysing & presenting data and then making recommendations while also implementing new data strategies to enhance reporting insights. You must possess a Business Analyst/IT Degree/Diploma or equivalent tertiary qualification, 4 year’s Operations/Contact Centre data mining, analysis & development experience, proven ability to code and maintain reporting in SQL, knowledge or R & Python and Advanced Excel.



Preparation of weekly/monthly presentations and reports with commentary and insights on business performance indicators within the Operations environment.

Maintenance and mining of any business-related data sources, specifically communication & CRM systems such as:



Verint, Presence



Conduct research to ensure best practices are applied.

Integrate external data sources into the current reporting infrastructure.

Data exploration of new and undocumented data sources.

Interpretation of data to understand how current Operations processes can be enhanced, leading to improvements in Operations.

Management of internal relationships.

Ensure Operations Leaders have access to the information they require in a format that is appropriate and useful.

Identification of manual Data Sources for integration and implementation of analytics and warehousing of the data.

Identification of manual processes and implementation of tools (outside of a formal system) to realise efficiency and integration into larger systems.

Ad hoc analysis for internal stakeholders.

Implementation of best practice to ensure data quality and integrity.



Qualifications –

Relevant Business Analysis/IT Degree/Diploma or equivalent tertiary qualification.


Experience/Skills –

4 Years’ experience in Operations/Contact Centre data mining, analysis, and development.

Proven coding experience and the ability to develop and maintain reporting in SQL.

Working knowledge of, or exposure to, R and Python.

Advanced use of Excel.

Experience in developing/ sharing knowledge with other team members.

Strong analytical and report writing capabilities.

Able to analyse & interpret results, publish and present reports, and share insights with various levels in the organisation.

Understanding of data integration & relationships, e.g. the ability to use or create an entity relationship diagram.

Strong understanding of and exposure to project management methodologies.


Advantageous –

Experience using SAS.

Experience in the Financial Services industry.

Experience within the data science or decision science disciplines.



Deep understanding of statistics & trend analysis.

Passion for data and problem solving.

Able to identify new ideas and alternative ways of working

Can absorb new information and learn new techniques quickly & continuously.

Able to anticipate problems and make decisions enabling team to achieve outcomes.

Must be able to work to and manage deadlines, most often under pressure, or with tight delivery timeframes.

Customer-oriented, high quality service delivery to internal and external customers.

Able to think systemically and understand the big picture, and the inter-play between the difference components.

Attention to detail and commitment to delivery is vital.

Able to work independently and without supervision (strong work ethic).


While we would really like to respond to every application, should you not be contacted for this position within 10 working days please consider your application unsuccessful.



When applying for jobs, ensure that you have the minimum job requirements. Only SA Citizens will be considered for this role. If you are not in the mentioned location of any of the jobs, please note your relocation plans in all applications for jobs and correspondence. Please e-mail a word copy of your CV to and mention the reference numbers of the jobs.


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