Senior Service Operations Specialist

Strategic Responsibilities

• Operational Performance and Planning
• Operate with general direction, independently planning and prioritizing day-to-day activities.
• Oversee operational performance for assigned workstreams, maintaining visibility into key metrics and emerging risks.
• Analyze capacity and workload trends, identifying gaps and informing adjustments that support delivery stability and improvement.
• Communicate insights, trends, risks, and recommendations to stakeholders to support sound decision-making.

Problem Solving and Issue Management

• Use structured problem-solving frameworks to address operational challenges and determine the appropriate level of escalation.
• Participate in incident coordination by gathering information, supporting root-cause analysis, and recommending follow-up improvements.

Process Improvement and Workflow Enhancement

• Contribute to process redesign initiatives that strengthen efficiency, predictability, and data accuracy.
• Support implementation of updated workflows and help embed improved operational practices across workstreams.

Knowledge Sharing and Documentation

• Facilitate knowledge sharing within and across workstreams by contributing to documentation, playbooks, and best-practice material.
• Help maintain process accuracy and consistency by ensuring updates are captured and communicated.

Team Contribution and Peer Guidance

• Provide guidance and informal coaching to less experienced colleagues to build capability and support consistency.
• Contribute to a collaborative, high-performing team environment by sharing insights, supporting discussions, and modelling strong operational habits.
• Uphold corporate policies, InfoSec requirements, and organizational values in all aspects of work.

Requirements

• Bachelor’s degree or equivalent experience in a relevant field.
• Experience in service delivery or operations roles is an advantage.
• Strong analytical, planning, and organizational skills.
• Ability to communicate clearly and build strong working relationships.
• Comfortable working across varied tasks in a dynamic environment.