Operations Analyst - 12 month FTC

About Us at GoCardless

GoCardless is a global bank payment company. Over 100,000 businesses, from start-ups to household names, use GoCardless to collect and send payments through direct debit, real-time payments and open banking. 

GoCardless processes US$130bn+ of payments annually, across 30+ countries; helping customers collect and send both recurring and one-off payments, without the chasing, stress or expensive fees. We use AI-powered solutions to improve payment success and reduce fraud. And, with open banking connectivity to over 2,500 banks, we help our customers make faster, more informed decisions.

We are headquartered in the UK, with additional offices in Australia, France, Ireland, Latvia and the United States.

At GoCardless, we're all about supporting you! We’re committed to making our hiring process inclusive and accessible. If you need extra support or adjustments, reach out to your Talent Partner — we’re here to help! 

And remember: we don’t expect you to meet every single requirement. If you’re excited by this role, we encourage you to apply!

The role - this is a fixed term contract of 12 months

As an Operations Analyst, you will help build and assist with forecasting and capacity planning for multi-site teams, optimizing service levels and efficiency. You will develop and implement workforce management (WFM) models tailored to GoCardless' Shared Services teams, leading projects on capacity planning, forecasting, performance analysis, staffing, and process management. Collaborating with operational managers and process improvement specialists across Merchant Operations, you will enhance WFM processes for Customer, Fraud, and Payments & Billing teams. With strong communication skills and industry experience, you will support key initiatives such as service management, outbound payments staffing, service level agreement reviews, and operational improvements through data analysis, scheduling, and performance evaluation.

This position is located in our HQ2 in Riga, which was recently honored with the prestigious CEE Business Services Award for being the ‘Most Vibrant Employer - Latvia,’ offering you the chance to thrive in a dynamic and engaging workplace.

Deliverables

• Design and build accessible reports that analyse the impact of demand volume, AHT, performance & shrinkage for staffing requirements across multi-channel and site needs (phone, email, chat) for Ops managers to agree and implement
• Build an operational forecast variance 
• Create accurate budget analysis based on actual vs. expected capacity deployed, and summarising impacts on unit cost and operational efficiency
• Create the process that supports hiring and ramp plans for movements in operational FTE, joiner/movers/leavers, and the impact this has on service levels
• Work alongside the team leading the Service Management program to input and design robust WFM tooling and processes for scale
• Deliver recommendations for productivity targets across teams based on efficiency savings, tooling improvements, and support managers with reporting

What excites you

• Dynamic Forecasting and Capacity Planning -  you build and assist in forecasting and capacity planning for multi-site teams, integrating analytical skills to drive operational efficiency
• Collaboration with Diverse Teams - you enjoy working closely with operational managers and process improvement specialists to enhance WFM processes across various teams
• Impactful Projects - you dive into leading WFM-specific projects, such as launching new tooling and reviewing service level agreements
• Data-Driven Decision Making - the emphasis on designing accessible reports and analyzing performance metrics resonates with you regarding a passion for leveraging data to inform and support strategic business decisions
• Continuous Improvement - you are eager to engage in process improvements and change management initiatives that will enhance operational efficiencies and ultimately benefit the customer experience at GoCardless

What excites us  

• You have excellent analysis and excel and google sheets skills and great experience of data visualisation tools (Looker, Big Query, Domo)
• You’re financially literate, able to work with Finance business partners to provide inputs to annual planning & budgeting process when thinking about headcount and budgeted hours for utilisation in Operations teams
• You have experience working on cross-departmental process-improvement initiatives and projects and can move at pace
• You have experience in WFM tools, such as Tymeshift, Monday, Workday, NICE or similar and how these integrate with Zendesk and Bob
• You have used or are very familiar with Salesforce and similar tools

Salary range - the expected base salary range for this position is between €2,667 - €4,000 (gross) per month

Base salary ranges are based on role, job level, location, and market data. Please note that whilst we strive to offer competitive compensation, our approach is to pay between the minimum and the mid-point of the pay range until performance can be assessed in role. Offers will take into account level of experience, interview assessment, budgets and parity between you and fellow employees at GoCardless doing similar work. 

The Good Stuff!

• Wellbeing: Dedicated support and medical cover to keep you healthy.
• Work Away Scheme: Work from anywhere for up to 90 days in any 12-month period.
• Adaptive Working: Our hybrid model offers flexibility, with in-office days determined by your team.
• Equity: All permanently employed GeeCees get equity to share in our success.
• Parental leave: Tailored leave to support your life's great adventure.
• Time Off: Generous holidays, 3 volunteer days, and 4 wellness days annually.

Life at GoCardless

We're an organisation defined by our values; We start with why before we begin any project, to ensure it’s aligned with our mission. We make it happen, working with urgency and taking personal accountability for getting things done. We act with integrity, always. We care deeply about what we do and we know it's essential that we be humble whilst we do it. Our Values form part of the GoCardless DNA, and are used to not only help us nurture and develop our culture, but to deliver impactful work that will help us to achieve our vision.

Diversity & Inclusion

We’re building the payment network of the future, and to achieve our goal, we need a diverse team with a range of perspectives and experiences. As of July 2024, here’s where we stand:

• 45% identify as women 
• 23% identify as Black, Asian, Mixed, or Other 
• 10% identify as LGBTQIA+ 
• 9% identify as neurodiverse 
• 2% identify as disabled 

If you want to learn more, you can read about our Employee Resource Groups and objectives here as well as our latest D&I Report 

Sustainability at GoCardless

We’re committed to reducing our environmental impact and leaving a sustainable world for future generations. As co-founders of the Tech Zero coalition, we’re working towards a climate-positive future. Check out our sustainability action plan here. 

Find out more about Life at GoCardless via X, Instagram and LinkedIn.