Technical Product Operations Analyst

About Allica Bank Allica is the UK’s fastest growing company – and the fastest-growing financial technology (fintech) firm ever. Our purpose is to help established SMEs, one of the last major underserved opportunities in fintech. Established SMEs are the backbone of local communities – representing over a third of our economy – yet have been largely neglected both by traditional high street banks and modern fintech providers Department Description Allica has a modern product function, based around empowered and autonomous product squads. Alongside product specialists, each squad includes colleagues from functions such as engineering, design, marketing and testing. Our product development is fast-paced and collaborative. We are rare amongst banks in that our senior leadership team have backgrounds at world-leading FinTech’s, which shows in their active engagement with our product squad updates, and in our bank-wide adoption of modern tools & techniques such as Scrum/Kanban and Jira. Because we are working on one of the last untapped fintech opportunities, it often means that we’re often working on entirely new product or technological challenges. No two days are ever the same. Role Description The Technical Product Operations Analyst will work closely with the first-line operational teams and the product function to ensure a smooth service with the introduction of new features, effective triaging and management of production issues and queries, and timely resolution of outages and application issues with vendors. This role will be instrumental in supporting the success of the Allica’s key product propositions and customer experiences. The ideal candidate will have excellent analytical and problem-solving skills, a strong understanding of SQL, and the ability to work collaboratively in a team environment. Principal Accountabilities Collaborate cross-functionally across product tribes and operational stakeholders to ensure successful launches of new products and product features. Resolve technical customer support queries, working with product & operational teams to triage issues, identify root causes, resolve at pace and implement change to prevent reoccurrence. Analyse the application databases and logs to triage and investigate production issues, and provide recommendations for resolution. Manage and coordinate with vendors to resolve outages and application issues in a timely manner. Monitor and analyse product performance metrics to identify areas for improvement and provide recommendations to optimise the customer experience. Support new product configurations and the implementation of bespoke pricing & reporting solutions. Develop and maintain documentation for operational processes, product features and vendor management. Collaborate with the product team to ensure the product roadmap aligns with the operational needs of the business. Work with the product team to provide input and feedback on new product features and functionality. Identify operational requirements and opportunities for improvement. Coordinate with the product and operational teams to perform testing and validation of new product features and functionality. Analyse customer feedback and make recommendations for product improvements. Personal Attributes & Experience Experience working in payments or savings products, as a business or technical analyst Strong proficiency in data analysis to triage issues and queries. Excellent analytical and problem-solving skills. Strong project management and coordination skills. Experience in vendor management and resolution of outages and application issues. Excellent written and verbal communication skills. Ability to work independently and as part of a team. Strong attention to detail. Experience in Agile and Scrum methodologies is a plus. You have used and or highly experienced with tools such as Jira / Confluence. Understanding of UK payment schemes, Visa cards, savings products or online banking applications is highly recommended. Don’t tick every box? Don’t worry if you don’t have all the skills or requirements listed on the job description. If you think you’ll be a good fit, we’d still love to hear from you! Flexible working We know the ‘9-to-5’ isn’t right for everyone. That’s why Allica Bank is fully committed to flexible and hybrid working. Please let us know what is best for you and, if we can, we will do our best to accommodate. Diversity We’re a diverse bunch here at Allica, with all kinds of experiences, backgrounds and lifestyles. Our openness and differences make us stronger, and we want everybody to feel comfortable bringing as much of themselves to work with them as they like Working at Allica Bank Our employees are at the heart of everything we do, so our benefits are designed with you in mind; Full onboarding support and continued development opportunities Options for flexible working Regular social activities 25 days holiday Pension contributions Discretionary bonus scheme Private health cover (with the option to add family members) Life assurance Income Protection Cover Family friendly policies including enhanced Maternity & Paternity leave