Operations Support Analyst

About us

The Financial Times is one of the world’s leading news organisations, globally recognised for its authority, integrity and accuracy, with a mission to deliver quality information and services worldwide.

At the FT, curiosity thrives and ambitious thinking is rewarded. Here, you’re given the chance to reach millions, create work that matters and deliver impartial journalism in a polarised world.

In our warm, collaborative culture, you’ll connect with a diverse community of experts who support your growth, career aspirations and wellbeing.

Your future at the FT will be filled with opportunities that challenge and inspire you. With no fixed path, you’ll discover new skills and forge a career that can take you anywhere.

Build a newsworthy career at the FT.

Our commitment to diversity, equity and inclusion

We believe in the power of unique perspectives and want all voices in our organisation to be heard, respected and valued. A supportive workplace is one where employees feel they can be themselves and operate to their full potential. We are committed to removing barriers for everyone, with a focus on addressing those faced by underrepresented groups.

About the role:

The Operations Support Analyst is responsible for supporting back-office, contract fulfilment and administrative tasks for all FT Professional 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.

Key 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.

Required skills and experience

• Candidates must possess at least Bachelor's/College Degree, any field.

• At least one (1 ) year experience in the customer service

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