Senior Operations Specialist
Employment Info
JOB SUMMARY
Requirements
- Proven experience in case management, operations or complaint handling
- Ability to translate complex requirements into practical processes
- Strong facilitation and stakeholder engagement skills
- Exceptional written communication – you can turn complexity into clarity
- Analytical mindset with a focus on risk and continuous improvement
- Ability to design in data‑driven environments
- Strong systems thinking (process + platform + data integration)
- Experience working with cross‑functional teams (data, tech, analytics)
- Capability to operate in ambiguity and stand up new functions
Responsibilities
- Design and define future-state case management processes
- Translate regulatory, operational and business requirements into workflows
- Partner with stakeholders to shape and validate process design
- Develop clear guidance, templates and training materials
- Identify risks, dependencies and opportunities for improvement
- Support implementation, readiness and operational roll-out
- Design data driven, front‑loaded case workflows integrating multiple data sources
- Define processes for multi‑entity / value‑chain complaints, not linear case handling
- Translate requirements into end‑to‑end operating model design (process + data + system + controls), not just process map
- Sit at the intersection of operations, regulation and delivery, helping ensure scalable and consistent complaint handling
Desired Qualifications
- Experience from telco, digital or high-volume customer environments
- Designed or improved customer or complaint journeys at scale
- Worked in digitally-enabled operating models or platforms
- Delivered process change in fast-paced, evolving environments
- Navigated regulatory or customer remediation frameworks
- Experience in fraud, scams, financial crime, investigations, or intelligence environments
- Exposure to data platforms / analytics / intelligence tooling
- Experience designing AI‑assisted or automated operational workflows
- Experience in multi‑party ecosystems (regulators, industry, law enforcement)
- Experience incorporating technical / digital evidence into case handling
- Experience leading or transitioning into operational leadership roles
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