Service Operations Specialist II

3 weeks ago

London, Greater London, United Kingdom Specialty Business Solutions Full time
Position Overview

At Specialty Business Solutions, we prioritize exceeding our clients' expectations through our exceptional product offerings. Our dedicated support team is integral in providing services to our operationally active clients.

The objective of the Service Operations team is to ensure outstanding service delivery characterized by precision, efficiency, data-informed decision-making, and automation. The Service Operations Specialist II is anticipated to be a pivotal contributor within this team. This role requires the individual to become a subject matter expert on various Service Operations processes, mentor junior team members, standardize and document intricate procedures, and lead significant initiatives.

The Service Operations Specialist II embodies a Continuous Improvement philosophy and is expected to assess how our processes align with client success. When processes fall short of these standards, they are empowered to propose alternative workflows or initiate projects for enhancement. Additionally, they are responsible for identifying and addressing negative client experiences related to service requests.

Key Responsibilities

  • Service Request Management
    • Highly skilled in processing documented requests, including the most intricate types that may require analytical skills.
    • A primary escalation point for inquiries from junior team members.
  • Support in Service Operations Management
    • Oversee, prioritize, and manage service request queues.
    • Assist in maintaining the Service Operations Catalogue and engage proactively with team members to identify processes suitable for Service Operations.
  • Development and Implementation of New Service Operations
    • Analyze dashboards and service tickets to identify opportunities for service tasks.
    • Take full ownership of the analysis and documentation of new processes.
    • Enhance and refine existing Service Operations tasks, including aiding in the automation of service requests.
  • Act as a strong advocate for Continuous Improvement within the team.
  • General Responsibilities
    • Maintain awareness and proficiency in executing and adhering to departmental processes as trained.
    • Collaborate within a team environment to achieve collective goals.
    • Utilize IT Service Management tools to gather information related to client service request requirements.
    • Perform administrative tasks necessary for delivering support services to clients.
    • Engage with Technical Support, Development, Client Environment Management, and Service Delivery Management teams as needed.
    • Possess a foundational understanding of business processes and products offered by Specialty Business Solutions to assist clients in their operations.
    • Develop insights into clients' business and operational contexts.
    • Contribute to the creation of help center articles and internal training materials to enhance business and technical knowledge among colleagues.
    • Ensure that any identified risks are communicated to senior management or addressed through standard procedures.
    • Safeguard and manage client data securely and responsibly.

Qualifications

  • Education:
    • A formal tertiary qualification, preferably in computer science, business information systems, or a related field involving technical analysis, and/or relevant professional experience.
    • ITIL v4 Foundation certification.
    • Lean Six Sigma Yellow Belt certification.
  • Experience:
    • Minimum of 2 years in a customer-facing support role, ideally within the IT sector.
  • Skills:
    • Exceptional attention to detail.
    • Effective communication skills with both technical and non-technical stakeholders.
    • Ability to follow and adhere to documented instructions, processes, and standards.
    • Strong skills in process documentation.
    • Self-motivated and proactive.
    • Capable of managing personal workload and stakeholder expectations.
    • Confidence in seeking support from peers and management when necessary.
    • Proficient in Microsoft Office and SharePoint.
    • Experience in mentoring or coaching junior team members.

Desirable Attributes

  • Familiarity with programming languages and a robust technical background.
  • Strong problem-solving capabilities.
  • Qualifications in Customer Experience.
  • Basic knowledge of SQL.
  • Understanding of the Insurance Industry.

Company Overview

Specialty Business Solutions is committed to delivering innovative solutions that empower businesses to manage their operations efficiently. We value diversity, inclusivity, and a culture of continuous learning and improvement.

Join us in our mission to transform data into actionable insights and create exceptional experiences for our clients.

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