Education Operations Associate
Location: London
Length: 6 Months
Rate: £32.69 p/h PAYE (Approx. £67.9K per annum)
Hours: 9am – 6pm
This client is a top 5 tech giant and one of the world's most popular search engines.
This is a hybrid role, so you will split your time between home office and the clients offices in central London. On-site you will be able to access their amazing facilities and quirky working spaces, as well as free breakfast/ lunch/ dinner, on-site gyms, outdoor spaces and roof gardens, wellness rooms and sleep pods.
Job description:
- Deliver full pieces of a process efficiency or delivery program (e.g., process re-engineering or implementation, automation solutions, supplier or location consolidation, deprecating service lines) or service, that are integrated into overarching program, with minimal assistance.
- Help identify operational efficiencies (e.g., manage utilization, eliminate non-productive activities, cross-site synergies, cross-operations synergies, reduce sub-scale operations via service consolidation, automation, deprecation) for supported program.
- Plan and execute prioritized program work including selecting appropriate method to most effectively achieve program objectives.
- Manage projects to budget, timeline, and resourcing needs to ensure team meets goals.
- Identify and recommend creative ways to improve on solutions to defined problems via selection of better methods or tools.
- Address commonly escalated issues or triage when required.
- Help team respond to problems with known solutions.
- Work within one or more teams to communicate knowledge related to supported workflow or operations.
- Build network with relevant stakeholders (internal or service provider teams) and contribute to cross-team collaboration.
- Guide team in supporting users and partners by providing explanations of policies and processes and helping to resolve some issues and escalations.
- Make key contributions to design, launch, and standardization of operational processes.
- Coordinate timelines, goals, and objectives for assigned component(s) of an operations program.
- Integrate smaller teams where necessary to connect dots and align with PA project goals.
Responsibilities:
- Drive creation of or maintenance of SOPs, process maps, workflow documentation, help resources, and relevant training and certification programs.
- Make key contributions to tracking and analysis for trends of operational characteristics in process or workflow performance and identify opportunities to improve operational procedures with minimal guidance
- Skills / Experience / Education:
- Ability to design and/or utilize technology-enabled automation to streamline processes, increase service quality, improve service delivery, or contain costs.
- Ability to understand goals and corresponding levers to grow crucial business metrics, understanding the value that it brings to stakeholders.
- Knowledge of the management process of business operations for a given product, service, or domain. This includes understanding the broader context of generating, securing, and increasing the value of business and revenue outcomes, and knowledge of and experience with driving efficiency and effectiveness of businesses.
- Knowledge of the supported domain, product area, or focus area, including its terminology, functions, processes, team structure, and business strategies.
- Ability to effectively follow up with clients in a timely and appropriate manner to ensure their needs are being met and then address issues that are negatively impacting client experience.