Operations Analyst
Job Type : Permanent, Full Time
Salary :
The Operations team is expanding, and we have an exciting opportunity for an Operations Analyst. Using your strong platform, process and data skills you will support our transformation into a future-fit digital service provision for royalty payments.
Reporting to the VP Operations, you will help plan, implement and track projects that improve our service and streamline our processes. You don’t need a background in royalties, but you will have a curious mindset and be prepared to learn quickly how the function works. We have teams in the UK and the US, and this role will work with both groups – supporting the Royalty Managers in running projects alongside their teams’ daily workloads. This is a brand new role, and you will need to be able to work independently to help establish requirements. Your data skills will help you analyse issues, select target audiences, and report against departmental goals and KPIs. Your creative and analytical thinking will be used to review existing processes and look for opportunities to streamline or automate tasks to achieve greater efficiency. You will be a team player – using your skills to support the wider team in delivering the best possible service to our royalty recipients.
If you love to use your creative and analytical mindset to solve problems and enjoy the challenge of analysing large and complex datasets, then we have projects that will keep you engaged and continue to expand your knowledge of the publishing business.
Closing date for applications: 7th December 2021.
What you’ll be doing:
* Support the Service Cloud environment for the royalties team – ensure it is optimised for both authors externally and teams internally. Ensure the platform manages and tracks cases to support KPIs, CSAT and First Time Resolution metrics.
* Working with the Royalty Team Managers, ensure Standard Operating Practices (SOPs) and response templates are kept up-to-date and are available to all, maintaining a Knowledge Base and external FAQ function to support a self-serve approach.
* Manage and run communication campaigns to ensure we keep our author/vendor data up to date and in line with regulatory requirements. Define campaign requirements, identify and prioritise key author segments using data filtering techniques, use Marketing Cloud to send email campaigns; track results and make recommendations for improvements
* Work with colleagues in technology, system suppliers, the Shared Service Centre and other relevant functions to ensure our royalty platforms, integrations, data and processes are running smoothly. Suggest, scope and test platform enhancements, and provide specialist input into technology projects
* Take ownership for assigned projects, including planning and managing changes to set deadlines and achieving target milestones.
* Where T&F acquires a book list from another publisher, assist in the coordination of processes and data to onboard new authors to our systems, and ensure their royalty accounts are set up in an accurate and timely manner
* Undertake root cause analysis of problems that repeat or have significant impact on customers and use process improvement methodology to consider improved approaches and resolutions.
* Proactively create and develop improvement ideas and drive forward the implementation of those ideas to improve customer satisfaction, increase productivity or reduce costs.
* Maintain an advanced knowledge of department policies, processes, procedures and systems and established an internal network across other associated functions to increase business knowledge
More Information
- Address Abingdon
