Operations Support Analyst

2 weeks ago

North Sydney, Australia Equifax Full time

Equifax is where you can **power your possible **If you want to achieve your true potential, chart new paths, develop new skills, collaborate with bright minds, and make a meaningful impact, we want to hear from you.

Our **Operations Support Analyst **(OSA) boosts operational efficiency through meticulous analysis and process evaluation, the OSA ignites innovation, spearheads change, and ensures smooth business operations, from managing BAU initiatives to overseeing ad hoc projects, the OSA is our go-to expert. They provide unparalleled support in nurturing our vendor relationships, enhancing performance, refining processes, and crafting winning campaigns.

**What you’ll do**
- Coordinate and prioritise projects across multiple business units, ensuring timely achievement of desired outcomes within SLAs
- Drive operational efficiency and productivity by reviewing processes and fostering innovation
- Provide support in managing BPO vendor relationships, encompassing training, performance improvement, process enhancement, and campaign design to drive results
- Generate regular and ad hoc reports and conduct analysis using diverse data sources and formats
- Assist and, if necessary, stand in for the Service Delivery Manager, handling external report production, attending internal/external meetings, and serving as a contact point for clients
- Support and, as needed, delegate for the Operations Support Manager
- Coordinate the internal and external Quality Assurance program, conducting reviews, enhancing quality, aligning processes, and engaging stakeholders in ongoing consultation

**What experience you need**
- 3+ years experience in a contact centre environment
- Analytical ability in business advisory capacity in a customer focused environment
- Strong communication and presentation skills
- Confidence in liaising at all levels of customers and management
- Strong understanding of business systems
- Excellent judgement and decision making capabilities along with attention to detail
- Ability to identify and solve problems through analysis and planning
- SQL and VBA desirable

**What could set you apart**
- Experience in credit reporting _(desirable) _
- Process improvement experience _(preferred) _
- Demonstrated ability to be continuously curious, willing to challenge the status quo

We believe that when we’re at our best, we can do our best. Equifax offers policies and programs that support our employees’ financial and personal wellbeing with additional leave days, hybrid working environment, employee assistance program and organisational growth potential through our online learning platform with guided career tracks.

Equifax is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, sexual orientation, gender identity, national origin or disability.

**Who is Equifax**

As a global data, analytics, and technology company, we play an essential role in the economy by helping consumers, companies and government agencies make critical decisions with greater confidence. Our unique blend of differentiated data, analytics, and technology lets us create the insights that power decisions to move people forward.

With the global power of over 13,000 dedicated, smart, and passionate team members, we help people live their financial best.

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