Data Analyst (Operations)

A day in the life

As a Data Analyst in the Business Support team at ManyPets, you will be at the heart of ensuring our leaders understand how our operations are running – and any risks to our service.

In this role, you will drive operational efficiency and strategic direction of the team by providing data-driven insights that inform key decisions.  Your primary responsibility will be to gather, analyse, and interpret a variety of data sources relating to our team performance.  You’ll collect and analyse a wide range of internal metrics, including people, productivity, and operational efficiency. By examining these data points, you will be able to identify patterns and trends that inform project improvements and efficiency.

You will transform raw data into actionable insights. This will involve creating detailed reports, dashboards, and data visualisations that are clear, concise, and tailored to different stakeholders. Your analyses will be crucial in guiding our change projects by ensuring that leadership has the right insight identified to be able to deliver for our customers.

Core deliverables

• Data analysis: Perform data analysis to identify trends, patterns, and insights that support effective change management programmes.
• Reporting: Create comprehensive reports and data visualisations to communicate findings to stakeholders.
• Continuous Improvement: Contribute to a culture of continuous improvement by supporting the implementation of best practices and regulatory requirements.
• Collaboration and communication: Work closely with other teams to ensure timely resolution of queries and serve as a point of contact for internal colleagues.
• Organisation skills: Keep things running smoothly with accurate admin and data.

Skills and competencies

Data Analysis

• Gather data from multiple sources to create a detailed analysis of the operations landscape: such as Nexus, call logs, shift schedules, and workforce performance metrics.
• Consolidate the data, ensuring data consistency and easy accessibility for analysis.
• Use various analytical tools and techniques to uncover trends, patterns, and anomalies within the data.
• Use statistical methods, data visualisation tools, or business intelligence software to extract actionable insights.
• Through your analysis, identify critical insights that influence our change management programmes.
• Formulate recommendations that support effective planning and deployment of our change initiatives.

Reporting

• Create bespoke reports to suit the needs of different stakeholders, such as the Change and Insight Manager, Transformation Manager, or Ops leadership.
• Design detailed reports that encompass all relevant data, ensuring a thorough analysis of key metrics and operational insights.
• Select appropriate report formats that highlights critical findings to provide a clear narrative for stakeholders.
• Develop data visualisations that make complex data more accessible and understandable, facilitating easy comprehension.
• Maintain high standards of accuracy and consistency in all reporting activities. This includes double-checking data sources, validating findings, and ensuring that all reports meet internal quality guidelines.
• Empower stakeholders with the information they need to make strategic choices that enhance operational efficiency and resource management.

Collaboration and communication

• Ensure clear, polite, and empathetic communication to understand and address stakeholder needs.
• Handle conflicts calmly and diplomatically, aiming for mutually beneficial resolutions to maintain positive relationships.
• Actively seek feedback, learn from experiences, and strive to enhance your skills and knowledge to improve service delivery.
• Recommend suggestions to the Change and Insight Lead to make sure we're efficient, effective, and providing high-quality service, while keeping costs in mind.
• Identify and contribute feedback to the design and implementation of our internal processes and systems, to help improve customer experience and financial controls.
• Work on your own skills and performance to keep getting better at your job.

Organisational Skills

• Plan and schedule your daily activities to ensure deadlines are met and work is completed in a timely manner.
• Adhere to processes and procedures to ensure consistency and compliance with organisational and regulatory standards.
• Maintain accurate and timely records, files, and databases to ensure data integrity and compliance with our Data Protection requirements.
• Continuously maintain our systems through accurate data entry.
• Effectively allocate your time to address customer inquiries promptly so we can meet service level agreements (SLAs).
• Flexibly adjust your plans and workflows to accommodate shifting priorities or unexpected developments in workload.

What success looks like

• You consistently gather, compile, and analyse data with a high level of accuracy, producing reliable insights that drive operational decisions.
• You create comprehensive reports and compelling data visualisations that clearly communicate key insights to stakeholders, enabling informed decision-making.
• You effectively plan and adjust shift patterns, staffing levels, and resource allocation based on data-driven analysis, ensuring efficient operations and meeting service level agreements (SLAs).
• You identify and address bottlenecks and inefficiencies within the change management process, leading to smoother workflows and improved team engagement.
• You collaborate seamlessly with cross-functional teams, ensuring stakeholders are consistently satisfied with the quality and relevance of the insights you provide.
• You contribute to broader strategic planning through your insights and recommendations, influencing project milestones and overall operational efficiency.
• You ensure that all data handling and reporting activities comply with internal policies, industry regulations, and quality standards. You maintain accurate records for audits and reviews.
• You proactively identify and resolve any blockers to the project delivery, adopting a solutions-oriented approach that minimises disruptions to operations.
• You work collaboratively with other departments, maintaining open communication and a strong sense of teamwork. Your positive attitude contributes to a supportive work environment and enhances team morale.
• You build positive relationships with colleagues, contribute to a supportive team environment, and collaborate effectively with other departments, fostering productivity and enhancing your overall success in the role.
• You actively seek feedback, learn from experiences, and implement improvements in processes, procedures, and data practices to drive ongoing growth and development in your role.