Operations Support Analyst - FT Professional
The Financial Times
- Taguig City, Metro Manila
- Permanent
- Full-time
This role is responsible for Hub management, digital contract fulfillment and provides login and access set-up to FT professional clientsKey ResponsibilitiesProcess and complete contract fulfilment requests for corporate, education, syndication, and channel clientsEnsure that clients' access to the correct systems, content, and tools are made available to the clients as stated in their contractsMaintain strict operating standards, accurate data management, and client confidentialityEscalate complex issues regarding fulfilment and client access to products, services, and toolsProvide operational and status reports to the FT Professional Operations Support Team Leader and/or Manager when requested or as neededPrepare, analyse, and complete processes and/or operational reports as part of the general tasks assigned to the team for submission to specific internal clients or agenciesConduct data and process investigations regarding fulfilment and client accounts concerns and complaints as directed by the FT Professional Operations Support Team LeaderDeliver ad hoc fulfilment and back-office project requests, ensuring that expectations are well managed and work prioritisedReport to the FT Professional Operations Support Team Leader and provide information regarding the day-to-day operations of the Operations Support teamCommunicate, coordinate, and follow up with necessary internally facing teams, particularly for fulfilment and access issuesRespond to agency and internal client queries, requests and concerns in a timely manner, ensuring that calls and emails are attended to and provided with complete, accurate and appropriate responses at all times.Provide clear information and/or instructions to internal clients, agencies and agency customers regarding their requests and queriesAddress all internal clients and agency customers professionally, cordially and civilly at all times, both in email and on the phoneMonitor, manage and distribute cases in the HUB queue to the appropriate queues of the resolving teamsMaintain good working relationships with agencies and newsagents and ensure that all new orders and renewals are followed up appropriatelyIdentify and escalate problems affecting a number of internal clients or agencies or influencing the timely resolution of one client's enquirySubmit daily and weekly reports to FT Professional Operations Support Team Leader to show productivity and efficiency performance records, as well as the KPI reports in SalesforceProvide assistance on long and short term projects from marketing and finance teams providing regular updates on progress madeCore CompetenciesAttention to Detail - Accomplishing tasks by considering all areas involved, no matter how small; showing concern for all aspects of the job; accurately checking processes and tasks; being watchful over a period of time.Collaboration - Working harmoniously with other teams towards a common goal. Actively listening to other people's opinion or concern and being receptive to feedback.Adaptability - Maintaining effectiveness when experiencing changes in tasks or assignments, processes and requirements.Communication - Conveying information clearly to individuals or groups in a manner that helps them understand the message.What's in it for you? Our BenefitsOur benefits vary depending on location, but we are committed to providing best in class perks across all our offices as well as an inclusive environment to develop your career. Full details of our benefits can be found .Further InformationThe FT is committed to providing an inclusive working environment for all. We are an equal opportunities employer who seeks to recruit and appoint the best talent regardless of age, gender, ethnicity, disability, sexual orientation, gender identity, socio-economic background, religion and/or belief. We have implemented a hybrid working model and we also promote flexible working and will consider specific requests around flexibility for all roles where it can be accommodated. Please let us know if you require any adjustments as part of the application process or to enable you to attend an interview. If you would like to discuss your requirements, or have any questions, please send an email to and a member of our team will be happy to help.#LI-KF1