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Service Integration Analyst

2 months ago

Reading, Reading, United Kingdom eflow Global Full time

Company Overview

eflow Global stands at the forefront of Regtech cloud solutions tailored for investment firms. With a legacy of 20 years in relentless innovation, our distinctive SAAS platform equips clients with essential reporting tools to maintain regulatory compliance.

In light of a successful funding initiative, we are broadening our global reach with the ambition to establish ourselves as the premier partner for investment and trading compliance across the UK, EMEA, and North America. As we pursue our expansion strategy, we are on the lookout for skilled individuals eager to advance their careers in a dynamic technology environment.

Role Description

We are in search of a driven and meticulous Service Delivery Analyst to become a vital member of our energetic team at eflow Global. This role balances technical acumen with client interaction, playing a pivotal part in the effective onboarding of clients onto our platforms, managing multiple onboarding processes simultaneously, and collaborating across various departments to deliver outstanding service.

Prior experience in Regtech or FinTech is not a prerequisite. We value attitude, teamwork, and transferable skills above all. We seek individuals who aspire to build a career rather than merely seeking employment.

Key Responsibilities

1) Client Onboarding:

  • Facilitating the timely onboarding of clients across our platforms while managing several onboarding processes concurrently.

2) Client Communication and Support:

  • Acting as the primary liaison for clients throughout the onboarding journey, maintaining regular communication to provide updates, collect feedback, and address any inquiries or concerns.

3) Project Ownership from Initiation to Completion:

  • Assuming full responsibility for client onboarding projects from start to finish, ensuring all tasks are completed according to established timelines and quality benchmarks.

4) Data Issues Resolutions:

  • Analyzing client-provided data using internal tools to identify discrepancies and missing elements.
  • Collaborating with clients to resolve data-related issues that may hinder the onboarding process.
  • Understanding the functionalities of our internal systems and identifying how these can support the client's onboarding and long-term system utilization.

5) Team and Interdepartmental Collaboration:

  • Working cohesively as part of the onboarding team, contributing to collective goals and objectives.
  • Participating actively in weekly internal meetings to provide updates on onboarding progress and discuss any challenges or obstacles.

6) UAT Handover:

  • Completing the User Acceptance Testing (UAT) Handover with clients, conducting training sessions, and covering essential information required for system utilization.
  • Ensuring all deliverables align with the agreed scope of work and UAT system specifications for each project.

7) Issue Investigation & Resolution:

  • Identifying and escalating any issues related to client data to ensure compliance with our requirements.
  • Conducting basic reviews of the product and proposing enhancements to relevant internal teams.

Career Progression

This position offers a clear trajectory for growth within the organization. The progression path includes:

1) Service Delivery Analyst (Current Role):

  • Focus on mastering client onboarding and support.
  • Develop expertise in the onboarding process and daily system use and support.

2) Lead Service Delivery Analyst:

  • Providing mentorship and support to colleagues.
  • Assisting in the training of new team members.
  • Serving as a primary escalation point for complex issues before involving senior analysts.

3) Senior Analyst:

  • Taking a leadership role in managing a team of analysts across various regions.
  • Leading projects and contributing to process enhancements.
  • Acting as an escalation point for critical issues before engaging management.

Qualifications and Skills

  • Customer-focused with a dedication to delivering exceptional service.
  • Excellent verbal and written communication skills for effective interaction with clients and internal stakeholders.
  • Self-driven with the capability to take ownership of projects from inception to completion.
  • Strong organizational skills to handle multiple projects simultaneously.
  • Effective time management and prioritization skills to meet project deadlines.
  • High attention to detail to ensure accuracy and thoroughness in documentation.
  • Adaptability to changing priorities and requirements in a fast-paced setting.
  • Strong analytical and problem-solving abilities to proactively identify and address issues.
  • Collaborative mindset with the ability to work effectively within a team.
  • Education level is flexible - Bachelor's degree, A-level, or relevant vocational experience is acceptable.