Service Centre Analyst Job at LGT Gruppe Holding AG (London)

WFM Service Delivery Manager

As Workforce Management Service Delivery Manager for our Contact Centre Operatio...

Location

Switzerland , Bern

Salary:

Not provided

Allianz

Expiration Date

Until further notice

Requirements

Experience in an insurance services call/contact centre
Minimum 3+ years experience in Workforce Management
Proven management and leadership experience
Ability to work in a fast-paced environment and adapt to changing priorities
Proficiency in Microsoft Office products (Excel, Word, PowerPoint)
Strong knowledge of telephony/call routing and workforce management platforms (CC Math / Verint advantageous)
Understanding of cross-business workforce management practices
Experience leading or supporting project initiatives
Excellent communication skills
Experience in business analysis, reporting, problem identification, resolution, and root cause analysis

Job Responsibility

Lead and manage a team of scheduling and intra-day analysts, fostering a collaborative and high-performance culture
Develop strategies and processes to build a self-sufficient tactical workforce management function that collaborates effectively with partners and stakeholders
Regularly review and update delivery plans, making recommendations to strategic planning function and senior leadership for effective execution in operations
Serve as the primary point of contact for short term/real-time operational issues, communicating with functional leads and other stakeholders to resolve issues promptly
Oversee workforce management functions, coordinating process improvement and business functions to support the overall business strategy
Foster a culture of continuous improvement by evaluating processes, identifying areas for enhancement, and implementing innovative solutions
Foster a development culture that mutually meets the business requirements and individual career goals
Oversee procedure and policy documentation, including real-time playbook documentation
Perform additional duties as assigned to support the contact centre’s objectives

What we offer

Large variety of courses and targeted development programs
International mobility and career progression
Work Well programs for health and wellbeing
Flexibility in planning and arranging for a better work-life balance

Fulltime

Implementation Business Analyst

As a part of the Implementation team, the Implementation Business Analyst will p...

Location

United Kingdom , Peterborough

Salary:

Not provided

Activate Group Limited

Expiration Date

Until further notice

Requirements

Business Analysis experience covering processes, operations, contact centre, technology, client services and testing, 3+ years desired
Strong Business Analyst skills and ability to use a variety of analysis, design and documentation techniques
Strong communication skills and able to present requirements and processes to prospective clients, existing clients and internal teams
Good Microsoft Office skills (especially Excel, Word, PowerPoint) and skills with process mapping software
Collaborative team working approach and ability to build strong relationships both in person and remote
Hardworking and can-do attitude, able to work in a fast-paced environment over multiple client Implementation & Change projects concurrently
Able to work under minimal direction in line with the Implementation Lifecycle and Framework
Logical, analytical, with strong attention to detail and problem-solving skills
Solution-orientated and always looking to deliver for our clients and internal stakeholders

Job Responsibility

Analysis of client requirements, internal processes, configurable system setup and functionality
Capture and document client requirements during the ‘Pre-Implementation’ phase
Ensure all applicable options and data requirements are explored with the client
Work with the client and our internal teams to design the configuration and set up of our services as well as our processes
Identify requirements where IT development would be required
Create clear, detailed & unambiguous requirements, process documentation and flows for the clients and internal teams
Conduct impact analysis of proposed changes to existing processes
Own and execute test plans for all configuration and set up to ensure we deliver to the highest quality
Identify opportunities to increase automation through configuration and set up
Support the Implementation Manager throughout the Lifecycle of the Implementation project by representing the client requirements and our solution in project discussions

What we offer

33 days holiday (including bank holidays)
Personal health cash plan – claim back the cost of things like dentist and optical check ups
Enhanced maternity / paternity / adoption / shared parental pay
Life assurance: three times basic salary
Free breakfasts and fruit
Birthday surprise for everybody

Fulltime

IT Senior Service Desk Analyst

BDO is looking to recruit a dynamic customer focused Senior IT Service Desk Anal...

Location

United Kingdom , Liverpool

Salary:

Not provided

BDO UK LLP

Expiration Date

Until further notice

Requirements

Extensive customer service experience, both remote and face-to-face
Proven experience with incident management systems (e.g., ServiceNow)
Minimum 3 years’ experience in 1st and 2nd line IT support
Excellent communication skills, both written and verbal
Strong task ownership and prioritisation skills
Advanced knowledge of hardware, software, peripherals, Active Directory, O365, Windows 10, SCCM, Azure, SharePoint, Mimecast, Citrix, MS Teams

Job Responsibility

Customer-Centred Support: Deliver exceptional customer service both remotely and on-site, adhering to BDO Quality and service level agreements
Site Visits / On-Site Support: Provide face-to-face assistance and technical support at client sites as required
Project Support: Assist in IT projects, providing technical expertise and ensuring successful implementation and integration
Out of Hours Handovers: Manage handovers for out-of-hours support, ensuring continuity and resolution of ongoing issues
Onboarding / Buddying: Facilitate onboarding of new team members and act as a buddy to support their integration and development
Knowledge Advocate: Promote and share knowledge within the team, ensuring documentation and processes are up-to-date and accessible
Service Desk Incident Management: Cover ticket management and incident resolution, ensuring timely and effective handling of service desk requests
Functional Escalations within Sub Team: Manage escalations within the team, ensuring issues are addressed promptly and effectively
Alignment to Team Shifts: Ensure alignment with team shifts and schedules, adapting to business needs and priorities
Early Adoption / Testing: Lead initiatives for early adoption and testing of new technologies and processes

Lead Analyst - Tech Business Management Office

The Business Senior Analyst is an intermediate-level position responsible for li...

Location

India , Chennai

Salary:

Not provided

Citi

Expiration Date

Until further notice

Requirements

8+ years of relevant hands-on experience in Technology Unit Administration, Business Management, Operational Controls and Governance reporting
Excellent understanding of Expense Management and Reporting processes
Knowledge of business systems and industry standards
Excellent analytic and problem solving skills
Very good knowledge in MS Office suite (Word, Excel, Powerpoint, Outlook) and Collaborative tools like Sharepoint
Experience in developing / working on process workflow automation
Prior knowledge / familiarity with Citi policies around Expense Management processes and Service Centre rules will be an additional advantage
Proven interpersonal skills to develop working relationships
Consistently demonstrate clear and concise written and verbal communication
Demonstrated ability to work under pressure to meet tight deadlines

Job Responsibility

Define business, financial, and operations requirements and systems goals through partnership with decision makers, systems owners and end users
Work as part of the Business Management Office team to accomplish objectives and liaise with relevant internal and external partners / stakeholders as needed to achieve defined goals
Manage Technology Third-Party Supplier liaison, process Supplier invoices and closely track receivables and payables from them, as well as perform monthly accrual of Supplier expenses
Manage Supplier contracts / SOWs, and ensure completion of contract renewals on-time
Coordinate with suppliers on any Regulatory and Labour law-related requirements
Handle the Unit processes related to staff joining/ exit and work on process improvements as required
Analyze and track various budgets and expense reimbursements and proactively alert in case of any potential overshoot
Create and prepare reports, metrics and presentations to support the unit leadership on various unit-level MIS and reporting requirements
Identify potential risks and alert management on the implications to the business unit as well as implement appropriate controls wherever applicable
Provide advice and counsel related to technology or operations of the business, ensure essential procedures are followed and contribute to defining standards

Fulltime

Capacity Planning Analyst

As the Capacity Planning Analyst, you will be the analytical engine driving our ...

Location

United Kingdom , Cardiff

Salary:

Not provided

Capital on Tap

Expiration Date

Until further notice

Requirements

Proven experience in Capacity Planning and long-term forecasting within a fast-paced, multi-channel Contact Centre or Financial Services operational environment
Strong understanding of WFM principles, shrinkage calculation, and resource modelling across diverse queues and skill sets
Expert proficiency in using advanced statistical and analytical methods for demand forecasting
Advanced skills in data manipulation and modelling, coupled with experience using BI tools or WFM software
Exceptional analytical skills with a meticulous attention to detail and a passion for data accuracy
Demonstrated ability to communicate complex, technical forecasts and capacity risks clearly and concisely

Job Responsibility

Develop, own and maintain highly accurate long-term demand forecasts (3-12 months) for multiple Customer Operations teams
Identify, analyse, and integrate key business drivers such as seasonality, marketing campaigns, product launches, and regulatory changes into complex forecasting models to increase prediction accuracy
Conduct robust scenario planning and 'what if' analyses to model the impact of various strategic decisions (e.g., hiring timelines, technology adoption, cross-skilling initiatives) on future capacity requirements
Translate demand forecasts into tangible capacity plans, outlining required full-time equivalent (FTE) staffing levels, necessary skill profiles, and adherence requirements
Proactively identify and communicate potential capacity shortfalls or surpluses, providing clear, data backed recommendations to the Service Delivery Manager and leadership teams to mitigate risks
Create and maintain compelling dashboards and reports to provide transparency into planning assumptions, forecast accuracy, and future resource needs
Work collaboratively with Real-Time Analysts to ensure the operational reality aligns with planning assumptions and to provide a feedback loop on forecast accuracy and intraday trends

What we offer

Private Healthcare including dental and opticians services through Vitality
Worldwide travel insurance through Vitality
Anniversary Rewards (£250, £500, £750, 4-week fully paid sabbatical)
Salary Sacrifice Pension Scheme up to 7% match
Octopus EV Salary Sacrifice Scheme
28 days holiday (plus bank holidays)
Annual Learning and Wellbeing Budget
Enhanced Parental Leave
Cycle to Work Scheme
Season Ticket Loan

Fulltime

New

Service Desk Analyst

Kickstart Your Career in Tech, join Our Service Desk Team! This is more than jus...

Location

United Kingdom , Melbourn

Salary:

Not provided

PA Consulting

Expiration Date

Until further notice

Requirements

Enthusiasm for customer service, problem solving, IT
Curiosity for learning more about technology
Excellent listening, verbal and written communication skills
Genuine interest in IT
Willingness to learn
Positive, friendly approach
Experience in any customer-facing role (e.g., retail, hospitality, call centres) is valuable
Must be available to work varying shift patterns covering hours between 07:00 and 19:00 (GMT) as well as a weekend shift on a rotation every eight weeks
For some UK roles requiring security clearance: must have at least 5 years of continuous residency in the UK

Job Responsibility

First point of contact for customers
Support PA colleagues and external clients via phone, email and in-person
Resolve common IT queries
Escalate more serious issues
Deliver excellent customer service

What we offer

Private healthcare
25 days annual leave plus a bonus half day on Christmas Eve with the opportunity to buy 5 additional days
Generous company pension scheme
Opportunity to get involved with community and charity-based initiatives
Annual performance-based bonus
PA share ownership
Tax efficient benefits (cycle to work, give as you earn)
Training, mentoring, and clear progression pathways
Access to training platforms
Supportive team

Fulltime

DevOps Quality Engineer

Engineer reliability at scale. We’re looking for a DevOps Quality Engineer who t...

Location

Bulgaria , Sofia

Salary:

Not provided

European Bank for Reconstruction and Development

Expiration Date

Until further notice

Requirements

Holds ISTQB Foundation as a minimum
Advanced Test Analyst or equivalent certifications desirable
Qualification in IT Service Management (ITIL v3 or v4 Foundation) or demonstrable experience integrating QA practices into ITSM processes
Familiar with the NIST Cybersecurity Framework (CSF) and Digital Operational Resilience Act (DORA), with practical awareness of how they influence quality standards and assurance planning
Demonstrates solid understanding of automation and non-functional testing concepts, including performance, accessibility, and shift-left/shift-right practices
Experience working within Agile, DevOps, and product-aligned teams, contributing to sprint-based delivery and continuous integration testing strategies
Proficient in test tooling and CI/CD frameworks including Azure DevOps, Selenium, Cypress, Jenkins, Git, and test management platforms such as TestRail or Zephyr
Familiarity with AI/ML use cases in quality engineering, including AI-assisted test case generation, defect clustering, and predictive analytics
Strong communication and collaboration skills, with the ability to explain test scenarios, defects, and coverage to technical and non-technical stakeholders
Awareness of security, compliance, and resilience considerations such as OWASP Top 10, ISO 27001, GDPR, and DORA, with practical experience embedding these into quality practices

Job Responsibility

Plans and performs testing of infrastructure changes, configuration updates, and cloud deployments across data centres, branch offices, and Azure environments, ensuring functional and non-functional validations
Collaborates with DevOps, Infrastructure, and Cloud Platform teams to verify IaC deployments, perform smoke testing post-deployment, and document any issues in platform reliability
Writes and maintains basic automation scripts or checklists for network, AV, and platform components, contributing to regression detection and provisioning assurance
Investigates environment or deployment defects, escalates issues with supporting diagnostics, and retests fixes with attention to uptime, latency, and failover coverage
Engages in sprint reviews and planning sessions, raising risks tied to infrastructure changes, recommending testing scope for AV, cloud services, or network resilience improvements

What we offer

Varied, stimulating and engaging work that gives you an opportunity to interact with a wide range of experts in the financial, political, public and private sectors across the regions we invest in
A working culture that embraces inclusion and celebrates diversity
An environment that places sustainability, equality and digital transformation at the heart of what we do

Fulltime

Finance Analyst

This position sits within the UK Finance Team at our European Head Office in Den...

Location

United Kingdom , Denby

Salary:

Not provided

360 Resourcing Solutions

Expiration Date

Until further notice

Requirements

Previous experience in a customer-facing finance role, ideally with responsibility for managing expense claims and corporate credit card processes and policies
A qualification in accounting, such as AAT (Association of Accounting Technicians), or equivalent
Proficiency in using accounting software, ideally SAP
Strong communication skills, with the ability to deliver clear, professional updates both verbally and in writing
Excellent attention to detail and a proactive approach to identifying and implementing process improvements, with a continuous improvement mindset

Job Responsibility

Coordinate travel and expense claims and corporate credit card processes across Europe using the Concur system and Citibank platform, ensuring policy compliance and resolving issues
Serve as the United Kingdom administrator for Concur and Citibank, supporting employee onboarding and offboarding, managing credit limits, and delivering training on relevant policies and procedures
Lead the rollout of system updates and upgrades, including enhancements to the Concur platform
Create and maintain training materials for employees responsible for raising and approving purchase orders
Collaborate with the Shared Service Centre to resolve purchase order discrepancies and ensure smooth invoice and payment processing
Work with the Group Financial Controller to undertake monthly accounting entries and financial reporting for United Kingdom Head Office entities, including Research, Development
Prepare the first draft of the budget for Head Office entities and, ensure accuracy and adherence to internal controls

What we offer

Competitive salary plus bonus
Remote work is available once a week for eligible employees
25 days annual leave plus statutory bank holidays
Employee benefits platform with discounts & wellbeing perks
Free Optical vouchers & hearing test vouchers
Company pension scheme up to 6% employer contributions
Life assurance based on 4 x your salary
Discounted products at our staff shop
Access to employee assistance programmes
Subsidized on-site canteen

Fulltime

Service Centre Analyst

LGT Gruppe Holding AG

Location:
United Kingdom , London

Category:
IT - Administration

Contract Type:
Not provided

Salary:

Job Description:

Job Responsibility:

Requirements:

Additional Information:

Job Posted:
January 20, 2026

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Job Description:

Job Responsibility:

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Job Posted:
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