Service Delivery Analyst

1 month ago

Reading, United Kingdom eflow Global Full time

Company Overview

eflow Global is a leading provider of Regtech cloud solutions to Investment firms. Built on 20 years of continuous innovation, our unique SAAS platform provides clients with the reporting tools they need to ensure regulatory compliance.


Following a successful funding round, we are expanding globally with the vision to become the #1 partner for investment and trading compliance across the UK, EMEA and North America. As part of our expansion plans, we are actively recruiting talented individuals who want to progress and develop their career in a fast-paced tech company.


Role Description

We are seeking a highly motivated and detail-oriented Service Delivery Analyst to join our dynamic team at eflow Global. The Service Delivery Analyst role has a balance between technical and customer facing and will play a crucial role in ensuring the successful onboarding of clients onto our platforms, managing multiple onboardings concurrently, and collaborating across departments to deliver exceptional service to our clients.


It is NOT essential to have prior experience in Regtech or FinTech. Attitude, team ethic and transferable skills are most important to us. We are specifically looking for individuals who want a career and not just a job.


Key Responsibilities

1) Client Onboarding:

  • Ensuring timely onboarding of clients across our platforms whilst working on multiple onboardings in tandem.


2) Client Communication and Support:

  • Serving as the primary point of contact for clients during the onboarding process. Along with maintaining regular communication with clients to provide updates, gather feedback, and address any concerns or questions they may have.


3) Project Ownership from Initiation to Completion:

  • Taking complete ownership of client onboarding projects from initiation to completion and ensuring all tasks are executed to agreed project timelines and quality standards.


4) Data Issues Resolutions:

  • Reviewing the client’s provided data using internal software to identify anomalies and missing information.
  • Working with the client to resolve data issues that may block the client's onboarding.
  • Understanding the functionality of our internal systems and identifying how these functions may aid in the client's onboarding and longevity of a client system.


5) Team and Interdepartmental Collaboration:

  • Working effectively as part of the onboarding team, contributing to team goals and objectives.
  • Actively participating in weekly internal calls to provide updates on client onboarding progress and discuss any challenges or blockers.


6) UAT Handover:

  • Completing the UAT Handover with the client, delivering training calls and covering key information required to use their system.
  • Ensuring all agreed deliverables accurately reflect the scope of work and UAT system delivered for each project.


7) Issue Investigation & Resolution:

  • Raising any issues with client data to ensure that our requirements are met.
  • Being able to conduct basic reviews of the product and raise any product enhancements to the relevant teams internally.


Career Progression

This role offers a clear career path for growth within the organisation. The progression is as follows:


1) Service Delivery Analyst (Current Role):

  • Focus on mastering onboarding clients and client support
  • Develop expertise in the onboarding process and day-to-day use and support of the systems


2) Lead Service Delivery Analyst:

  • Provide mentorship and support to peers.
  • Assist in training new team members.
  • Serve as an immediate escalation point for complex issues before involving Senior Analysts.


3) Senior Analyst:

  • Take a leadership role in managing a team of analysts across different regions.
  • Lead projects and contribute to process improvements.
  • Act as an escalation point for critical issues before involving management.


Qualifications and Skills

  • Customer-centric with a commitment to providing exceptional service to clients.
  • Excellent verbal and written communication skills to effectively interact and build relationships with clients and internal stakeholders.
  • Self-motivated with the ability to take ownership of projects from initiation to completion.
  • Strong organisational skills to manage multiple projects simultaneously.
  • Excellent time management and prioritisation skills to meet project deadlines.
  • High attention to detail to ensure accuracy and completeness of documentation.
  • Flexibility to adapt to changing priorities and requirements in a fast-paced environment.
  • Strong analytical and problem-solving skills to identify and address issues proactively.
  • Collaborative mindset with the ability to work effectively as part of a team.
  • Education level flexible - Bachelor’s degree, A-level or appropriate vocational experience considered.

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