Operations Analyst

Location: Golders Green

Operations Analyst
 
Box Recruitment Solutions is recruiting on behalf of an award-winning telecommunications company that provides innovative connectivity, mobile, broadband, and communications solutions to both B2B and B2C customers.
As the business continues to grow, an exciting opportunity has arisen for an Operations Analyst to join the Operations team. This role will be instrumental in helping the business scale by improving internal systems, streamlining workflows, reducing manual processes, and supporting automation initiatives across multiple departments.
Working closely with the Head of Operations, you will analyse existing systems, processes, and workflows to identify opportunities for improvement and efficiency. The business operates a variety of platforms including CRM systems, ticketing systems, telecoms management software, and operational tools that support customer onboarding, order processing, service delivery, and ongoing support.
As Operations Analyst, you will act as a bridge between operational teams and technical providers, ensuring business requirements are translated into practical technical solutions. You will work across the entire customer journey, from retail and business sales through to provisioning, support, and service delivery, helping to create scalable processes that support continued growth.

Key Responsibilities
 
Analyse existing business processes and operational workflows across multiple departments
Identify inefficiencies, bottlenecks, and opportunities to improve productivity and service delivery
Map, document, and optimise operational processes
Gather and translate business requirements into clear technical specifications
Work closely with developers, software providers, and external IT partners to deliver solutions
Support system integrations, API connectivity, and automation projects
Review how systems interact and recommend improvements to increase efficiency and accuracy
Help reduce manual processes through automation and workflow enhancements
Monitor operational performance and identify opportunities to improve SLAs and turnaround times
Create and maintain Standard Operating Procedures (SOPs), user guides, and process documentation
Support the implementation of new systems, technologies, and operational tools
Maintain records relating to software licences, platforms, and technical documentation
Coordinate operational improvement projects and ensure actions are delivered successfully   For the Operations Analyst role you must have:
 
Ideally 3 years' experience in an Operations Analyst, Business Analyst, Systems Analyst, Process Improvement, or similar role
Strong analytical and problem-solving skills with a process improvement mindset
Experience analysing and improving operational workflows and business processes
Strong understanding of software platforms, business systems, and operational technologies
Experience working with APIs, databases, and system integrations
Knowledge of automation tools, workflow optimisation, and low-code/no-code solutions
Scripting or coding experience, ideally JavaScript or similar technologies
Proven ability to gather, document, and communicate business and technical requirements
Experience liaising with developers, software providers, and technical teams
Ability to communicate technical concepts clearly to non-technical stakeholders
Experience creating SOPs, process documentation, and user guides
Excellent organisational, communication, and project coordination skills
Telecoms industry experience or similar is essential   
Employee Benefits
 
Competitive salary with annual KPI-based incentives
Healthcare plans
Work from home Friday
Discounted hardware, mobile, and broadband services
Income Protection
Life Assurance
Holiday Advantage Schemes