Client Operations Analyst

Job Description

About UsWere an innovative tech consultancy - a team of problem solvers. Since 1993 weve been finding better ways to solve complex technology problems for some of the worlds leading organisations and delivered solutions that millions of people use every day.We bring together experts from diverse backgrounds and experiences in a collaborative and open culture to deliver outstanding outcomes for our clients, and a stimulating and rewarding environment for our people.Our clients tell us that our people are the best theyve worked with - not only because of their professional ability, but also their behaviour and attitude.About the RoleThe Client Operations team work within the Central PMO function to own the engagement lifecycle process. The Client Operations Analyst role within Client Ops is predominantly there to govern and own the commercial status of accounts, monitor risk and escalatewhere necessary. The Client Ops team are responsible for positively driving change and contributing to a culture of continuous improvement to create consistency in the way that engagements are delivered across all out offices.The Client Operations team and Delivery Capability will be ensuring Project Management responsibilities are met across new engagements. Contribute positively to change management processes.Responsibilities:Commercial Awareness

• Update and maintain risk status for allocated accounts
• Challenge commercial status of engagements, and recommend appropriate action where necessary
• Identify and escalate business risk to relevant stakeholders
• Own the work at risk status for your allocated clients, including requesting, monitoring and influencing WAR approval decisions
• Drive monthly forecasting process including: liaising with Account Owners to ensure forecasting is complete; challenge pipeline and whitespace forecasts; forecast analysis for your accounts to recommend priorities.
• Communicate commercial status to relevant functions within BJSS.
• Ensure commercial documents (MSAs, Statements of Work etc.) are in place, reviewing to ensure they are valid, current and fit for purpose, and escalating where this is not the case.
• Support Account Owners with creation of rate cards in line with market
• Support Account Owners with confirming clients commercial processes to support business decisions
• Own the annual furlough process, ensuring each clients furlough status has been captured; make recommendations to the business in relation to non-billable days

Client Awareness

• Coordinate, attend and subsequently track and/or deliver any actions from account strategy meetings
• Organise and attend regular account review meetings, following any actions up in a timely manner
• Be a point of contact for Kimble, Salesledger, Review and any other function to be able to assist with account-related queries
• Understand general and high-level client updates in relation to: opportunities, extensions, Statement of Work status, PO status, key stakeholders

Governance Lifecycle

• Monitor Delivery Operations duties for your accounts and ensure they are being delivered to a high standard
• Support Account Owners with engagement lifecycle process including: creating extensions; maintaining strategy documents; tracking SoW status; any other duties as required

ReportingAcross all reporting tasks, the Client Ops team are expected to be able to analyse, interpret and challenge data when creating the reports, making suitable suggestions based on audience/recipients. Reports should be created to a high standard.

• Fortnightly review of all accounts
• Weekly work at risk reporting
• Forecasting and variance reporting
• Bootstrapping analysis
• Weekly status report
• Unbilled and aged debt analysis for your accounts
• MSA status
• Support with coordination of monthly board pack, challenge content where necessary

General

• Identify improvement opportunities across all areas of your deliverables
• Support with the creation and documentation of efficient engagement lifecycle processes
• Communication across a number of functions and to various stakeholders at all levels
• Any other duties that may be reasonably required
• Deliver lunch and learns or appropriate 1:1 training in relation to Client Ops processes

About YouThe following experience is essential for this role:

• Experience of working with senior stakeholders, including Directors and Board-level
• Analytically minded
• Experience of using business MI to recommend outcomes
• Commercial awareness and understanding
• Strong and adaptable communication skills
• Acts on own initiative
• Able to prioritise and escalate efficiently
• Strong Excel and Outlook skills
• High standard of verbal and written communication

It would be desirable but not essential for you to have experience in:

• Experience in Tech Delivery or Financial Services industries
• Use of PowerBI
• Use of Confluence
• Use of Sales Force

BJSS is committed to equal opportunities and diversity so we want to ensure that our recruitment and selection processes are fair to all who wish to apply.

Keyskills :
Commercial AwarenessCommunication SkillsStakeholder Managementanalysis