GoCardless are here to support you and we’re committed to making the hiring process inclusive and accessible for everyone. If you need extra support or any adjustments made, please reach out to your Talent Partner.
Remember, we don’t expect you to meet every requirement. If you’re excited by this role, we encourage you to apply.
About us
At GoCardless we believe bank payments are the best way to pay and get paid. We also believe that bank account data is a powerful tool to make better, faster decisions. We’re making it easy to use both- for businesses everywhere.
GoCardless is used for domestic and international payments by 85,000+ organisations and counting, processing more than $30 billion across 30 countries. We are headquartered in the UK, with additional offices in Australia, France, Latvia and the United States.
The role - this is a fixed term contract of 12 months
The Operations Analyst (FTC) will be focusing on building and assisting the forecast and capacity planning of multi-site teams based on service level needs and efficiency improvements. This role will help with building and launching workforce management models to match the specific needs of the Shared Services teams at GoCardless. You will lead WFM-specific projects including capacity planning, forecasting, analysis of performance and demand, shrinkage across teams, staffing requirements, and creating and maintaining processes to manage and communicate this.
You’ll work closely with the operational managers and process improvement specialists across Merchant Operations teams, creating and improving WFM processes for all Customer, Fraud and Payments & Billing ops teams. You’ll be a strong communicator with experience in delivering change to various levels of stakeholders. You’ll have experience working in a similar industry and bring your knowledge to the GoCardless Operations Enablement team, as we scale our processes to enhance operational efficiencies.
Key projects your work will feed in to will be scoping of new tooling to support service management, how we staff the launch of outbound payments, reviewing & relaunching service level agreements and ongoing support for operational managers through robust capacity plans, scheduling and reviewing channel effectiveness at scale.
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)
- 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, Google sheets skills, and a good understanding of data visualisation tools (Looker, Zendesk Explore, Big Query)
- 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 scheduling & 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 - €3,500 (gross) per month
Base salary ranges may vary and are determined by things like geography, level of experience, interview assessment and parity between you and fellow employees at GoCardless doing similar work. Please note that whilst we strive to offer competitive compensation, there is no guarantee that an offer will reach the upper limit of the stated range.
- Wellbeing - stay healthy with dedicated support and medical cover
- Work away scheme - you can apply to work away from your country of residence for up to 90 days in any 12 month period (in accordance with our work away policy)
- Adaptive Working - Our hybrid workplace model fosters collaboration and flexibility, with in-office days determined at team level
- Equity - all permanently employed GeeCees receive equity so we can share in the success we achieve together
- Parental leave - to suit everyone embarking on life's great adventure
- Time off - generous holiday allowance, + 3 annual volunteer days, + 4 annual business-wide wellness days (‘GC Fridays’)
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 bank payment network of the future and our ambition is to move money anywhere, for anything, for anyone. If we’re going to achieve this goal, we need to build a team of ‘GeeCees’ that is as wonderfully diverse as the world we live in - with a multitude of perspectives, experiences & backgrounds.
We’ve got a long way to go, but here’s how we’re doing as of July 2024;
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
We’re committed to reducing our impact on the environment, leaving a more sustainable world for future generations. In 2021 we became co-founders of the Tech Zero coalition, a group of businesses committed to taking climate action as part of the UNFCCC Race to Zero. We aim to reduce our impact and to create positive change on the natural world. Check out our sustainability action plan here.
Find out more about Life at GoCardless via Twitter, Instagram and LinkedIn.
Top Skills
What We Do
GoCardless is on a mission to take the pain out of getting paid for businesses with recurring revenue.
We’ve created a global bank debit network, to rival credit and debit cards. On top of it, we’ve built a platform designed and optimised for taking invoice, subscription, membership and instalment payments.
We now process $13bn in transactions a year and we’re proud to count 50,000 businesses around the world as our customers, from small businesses to household names like TripAdvisor and the Guardian.
Our recurring payments platform integrates with the applications businesses use every day, giving businesses more visibility over payments and saving them huge amounts of time on tasks like payment reconciliation. We partner with more than 150 billing and subscription software partners globally, including Xero, Sage, QuickBooks, Zuora and Salesforce.
GoCardless has offices in London, Paris, Munich, Melbourne and San Francisco. We’re backed by some of the world’s leading investors including Adams Street Partners, Accel Partners, Balderton Capital, GV (formerly Google Ventures), Notion Capital, Passion Capital, Salesforce Ventures Y Combinator.
