Senior operations analyst

Senior Operations Analyst

📍 Manchester / Blackpool (Hybrid working available based on Perch Office Working Policy)

🧑‍💻 Reporting to the Head of Analytics

⏰ Full-Time | Permanent | 37.5 Hours per week

💷£60,000 - £70,000 + up to 20% of your annual salary, paid as a bonus.

🎓The opportunity to complete formal qualifications and learn on the job in a successful, growing organisation.

➕ Many more benefits to support your wellbeing and professional development.


About Perch Group

Perch Group is one of the UK’s fastest‑growing debt purchase, collections, litigation, reconnection and BPO organisations. Powered by technology and driven by people, our vision is to lead the UK debt purchase and collection industry by harnessing cutting‑edge technology to drive ethical, efficient and data‑driven debt resolution, supporting individuals’ financial well‑being while maximising value for clients.

Our culture is anchored in five core values – Passionate, Engaging, Responsible, Creative and Hard‑working – which shape the way we work with customers, clients and each other.


The Role

We are seeking a proactive and experienced individual to join our growing Analytics function. The successful candidate will be responsible for performance insight, valuation and delivery of strategic change, and data led improvement of a range of operational processes. You will ensure that the business has control and oversight of operational processes as well as working cross-functionally to turn your insight into impact.


Key Responsibilities

* Analysis and Insight: Lead your own and others’ analysis into current processes and customer touch points. Support larger pieces of Analysis by ensuing that Operational factors are fully considered. Identify and effectively communicate the opportunities to improve.
* MI and Reporting: Use SQL and Power BI to build your own reports, helping the Operations team manage a range of customer touch points. Comfortable working with stakeholder to refine requirements and independently to leverage our own insight.
* Process Improvements: Take ownership for tuning your insight into action. Work with the Operations Team, up to Exec level, to make things better for our customers as well as more cost effective, ensuring changes are data-led.
* Team Development: Play an active part in your and team-member development by sharing experience and cross skilling across technologies, processes and business areas.
* Change Management: Support the Head of Analytics in prioritising and planning for large change work, building relationships with technical and delivery teams.
* Governance: Preparing and delivering input into monthly governance meetings around operational performance, sharing the impact of your work up to Exec level.
* Client Facing: Support the Head of Analytics in communicating our Operational Analytics proposition to new and existing clients


Skills & Qualifications

* Experience: Minimum of 3 years’ experience in a similar role potentially within the debt purchase, recovery, or financial services industry.
* Analytical Skills: Strong data analysis and reporting skills (SQL + visualising tool e.g. PowerBI, Looker etc.) with the ability to drive insight from complex and disparate datasets
* Communication: Excellent written and verbal communication skills with the ability to distil complex concepts into clear recommendations and influence action at all levels.
* Project Management: Ability to manage multiple projects simultaneously, meeting deadlines and maintaining quality standards.
* Attention to Detail: High level of attention to detail, ensuring accuracy in your work and helping junior colleagues do the same.
* Problem-Solving: Ability to identify and resolve issues swiftly and professionally, ensuring minimal disruption to operations.
* Team Player: Ability to collaborate effectively with internal stakeholders, including operations, legal, and compliance teams.
* Knowledge: Good understanding of operational processes in a Financial Services or similar environment e.g. automated dialling, capacity planning, complaints handling etc.


Desirable Skills

* Experience with working in the debt purchase and recovery sector, specifically with building and enhancing operational processes, such as dialling, through quantitative insight.
* Leading workstreams that touch multiple stakeholders and effectively managing those relationships


Personal Attributes

* Comfortable in a high-growth environment, managing competing priorities effectively
* Proactive and solution-oriented, using ‘first principles’ to make decisions where there is no obvious precedent or guidance


The Application Timeline

* A first stage video call with the Talent Acquisition team (15-minute call).
* A second stage video call with the Hiring Manager (15-minute call).
* A face to face or video call with the Hiring Manager (45 minutes - 60 minutes).


Typically, the average successful applicant will be within this timeline for 2-3 weeks. Please note we will close this role once we have enough applications for the next stages therefore you should submit your application asap to avoid any disappointment.

If you do not receive a response after 3 weeks of applying, please assume you have been unsuccessful as we may experience a high volume of applications.


If you have any questions or suggestions of how we can assist you in your application due to disability or personal reasons, please email recruitment@perchgroup.co.uk.


We are an equal opportunities employer

We’re an equal opportunity employer. All applicants will be considered for employment without attention to age, ethnicity, religion, sex, sexual orientation, gender identity, family or parental status, national origin, or veteran, neurodiversity or disability status.

At Perch, our strength lies in our team, their enthusiasm, and their passion for the business. Whether you’re looking to gain foundational skills in financial services, have a knack for customer service, or seek to expand your horizons, we likely have the perfect opportunity for you.


Although Perch Group has a Skilled Worker sponsor licence, please ensure that you make the recruitment team aware early as part of the application process if you require sponsorship to commence employment with us, as depending on numerous factors we may or may not be in a position to provide sponsorship at the time of your application. Sponsorship can also impact any potential start date which may or may not be capable of being delayed.