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About the Role
The Operational Delivery Analyst plays a vital role in supporting the delivery of student exam support initiatives and nurturing activities. This role is vital to ensure smooth operational processes, exceptional student support, and delivery of an outstanding learner experience.
Responsibilities
- Manage day-to-day learner support queries across channels including email and Whatsapp.
- Respond to queries, escalate issues, and update internal guidance resources.
- Generate reports to support analytics on learner engagement, completion rates, and performance.
- Provide support to set up and maintain platforms such as the ACCA Practice Platform, ACCA Learning, and WhatsApp.
- Create relevant messaging for student communication channels (LMS, Email, WhatsApp) for different student segments.
- Assist in the production and analysis of engagement metrics on different communication channels.
- Provide support with creating, editing, and reviewing learning materials and content.
- Update relevant student webpages and ensure all content is up-to-date and relevant.
- Support other student learning related activities as required.
Requirements
- Strong learner-focused mindset with experience in delivering excellent customer service.
- Experience administering an LMS or similar platform, ideally within education, digital learning, or a related field.
- Good organisational skills and multitasking abilities, with a keen attention to detail.
- Confident communicator, both written and verbal.
- Strong technical troubleshooting and problem-solving skills.
- Self-motivated and capable of working independently within a globally distributed team.
- Strong interpersonal skills, with the ability to build and maintain long-term, high-quality, trusted relationships.
- Continuous improvement mindset.
- Experience generating reports and analysing platform data.
Location
- Global
Work Type
- Full-time
- 6-month fixed-term
- Blended approach to working
Benefits
- Private healthcare
- Life assurance
- Income protection
- Defined contribution pension scheme
- Employee assistance programme
- Financial wellbeing tool (Nudge)
- Flexible benefits platform
- Extra holidays
- PMI family cover
- Cycle to work scheme
- Travel loans
- Gym loans
- Exclusive access to discount site
- Wellbeing centre platform
About the Company
- ACCA is the Association of Chartered Certified Accountants.
- We're the world's most forward-thinking professional accountancy body.
- Founded in 1904, ACCA has led the global accountancy profession.
- Expanded to over 1,500 employees in 50+ countries, a truly global organisation.
- People enjoy a working environment that is dynamic, human, and connected.
- Strong focus on being innovative and forward-thinking.
- Focus on creating value for students and members.
Equal Opportunity
- Committed to equal opportunities across recruitment activities.
- Real commitment to ensuring the inclusion and well-being of all employees.