Operational Excellence Support

Roles & Responsibilities

Team and Position Summary

The Service Hub division at BCS provides comprehensive support to BCS and participants. The division ensures seamless participant onboarding / offboarding, effective coordination of participant support, regulatory reporting, secure certificate management, timely issue resolution and service processing, as well as service excellence.

The Operational Excellence Support, reporting to the Service Excellence Lead, is critical in driving operational efficiency, improving decision-making, and fostering continuous improvement. The individual is responsible for reporting and monitoring performance, workforce planning, process optimization and improvement initiatives to enhance the overall effectiveness of the division.

Key Responsibilities

Workforce and Resource Planning

• Collaborate with Service Management Lead, Service Desk Lead, and Certificate Services Support to assess workforce capacity and ensure optimal resource allocation.
• Identify operational bottlenecks and recommend resource adjustments to address upcoming workload requirements.
• Drive strategic resource planning to meet both current and future operational demands.

Projects and Continuous Improvement

Reporting and Metrics

Requirements

Education and Experience

Skills and Knowledge

Professional Certifications

Tell employers what skills you have

Microsoft PowerPoint

Business Intelligence

Microsoft Office

Operational Excellence

Process Improvement

Workforce Planning

Mathematics

Operations Management

SQL

Service Desk

Statistics

Operational Risk

Process Optimization

ServiceNow

Data Analytics

Power BI