Operational Delivery Analyst

ACCA is committed to a workplace culture which is inclusive, diverse, human and connected.

We welcome applications from candidates who meet some but not all of the criteria listed below.

We’re currently looking for an Operational Delivery Analyst on a full time, 6-month fixed-term basis. This position is within the Innovation in Learning and Assessment programme at ACCA.  We are flexible on the location of this role and would welcome applications from any global location.

The Operational Delivery Analyst plays a vital role in supporting the delivery of student exam support initiatives and nurturing activities. This role is vital to ensure smooth operational processes, exceptional student support, and delivery of an outstanding learner experience.

The Job

Reporting to the Digital Learning Lead, on a day-to-day basis, you’ll be involved in the following:

• Managing the day-to-day learner support queries raised by ACCA students across a range of channels including email and Whatsapp. This will include responding to queries and escalating issues as well as updating internal guidance resources
• Generating reports to support analytics on learner engagement, completion rates and performance
• Providing support to set up and maintain platforms such as the ACCA Practice Platform, ACCA Learning, WhatsApp etc
• Creating relevant and appropriate messaging for student communication channels (LMS, Email, WhatsApp) for different student segments
• Assisting in the production and analysis of engagement metrics on the different communication channels
• Providing support with creating, editing and reviewing learning materials and content
• Updating relevant student webpages and ensuring all content is up-to-date and relevant
• Supporting other student learning related activities as required.

The Person

We’re looking for someone who:

• Has a strong learner-focused mindset with experience in delivering excellent customer service 
• Experience administering an LMS or similar platform, ideally within education, digital learning or a related field
• Has good organisational skills and multitasking abilities, with a keen attention to detail
• Is a confident communicator, both written and verbal
• Strong technical troubleshooting and problem-solving skills
• Is self-motivated and capable of working independently within a globally distributed team
• Has strong interpersonal skills, with the ability to build and maintain long-term, high-quality, trusted relationships. 
• Brings a continuous improvement mindset to their work
• Has experience generating reports and analysing platform data.

Our Benefits

We strive to create an environment where you can prioritise your wellbeing and so have designed our benefits to give you the flexibility and power to do so. Our core benefits include private healthcare, life assurance and income protection as well as a fantastic defined contribution pension scheme.

We provide an employee assistance programme and are proud to offer a financial wellbeing tool called Nudge, to our employees.

Our flexible benefits platform gives you the power to customise your benefit plan to suit your needs, you can choose to add a number of benefits including extra holidays, PMI family cover, cycle to work, Travel and Gym loans and more! You can also enjoy exclusive access to our discount site and wellbeing centre platform.

We are committed to equal opportunities across our recruitment activities and have a real commitment to ensuring the inclusion and well-being of all employees. We have a blended approach to working to support our employees to balance the needs of their job with other aspects of their life.

Interested in this role? Please click Apply to submit your application.