Company Overview

The organisation operates in a service-oriented environment where operational reliability, consistent service standards, and effective risk management are essential to maintaining business continuity. Its teams coordinate recurring business activities, monitor service performance, respond to operational exceptions, and work to ensure that established procedures are followed consistently.

The organisation recognises that effective operational management requires more than monitoring routine output. It also requires identifying process weaknesses, understanding the causes of service disruptions, documenting exceptions, and ensuring that corrective actions are implemented and reviewed. Its approach emphasises accountability, evidence-based decisions, clear reporting, and cooperation between operational teams.

The operations function works with relevant stakeholders to strengthen service delivery, improve control practices, and reduce avoidable errors. The organisation seeks an analytical professional who can investigate operational issues, assess performance, and help teams maintain reliable processes.

Role Summary

The Operations Analyst — Service Delivery & Operational Risk will analyse service performance, investigate operational exceptions, and support initiatives designed to improve reliability, consistency, and process control. The successful candidate will review operational data, monitor service-level indicators, identify recurring issues, and help ensure that corrective actions are properly documented and followed through.

The role involves working with operations teams, service managers, risk representatives, and other relevant stakeholders to assess performance against established standards. The analyst will help identify patterns in delays, processing errors, unresolved cases, missed deadlines, and other operational exceptions that may affect service quality or business continuity.

The successful candidate will also contribute to operational risk assessments, maintain issue and incident records, prepare performance reports, and support the development of procedures that improve control effectiveness. The position is analytical rather than primarily managerial and is suited to someone who combines attention to detail with sound judgement and a structured approach to problem-solving.

Key Responsibilities

• Monitor operational performance against agreed service levels, quality standards, turnaround times, and process requirements.
• Analyse operational records to identify delays, recurring errors, incomplete transactions, service interruptions, and unusual activity.
• Investigate operational exceptions by gathering relevant information, reviewing process records, and working with responsible teams to establish possible root causes.
• Maintain structured records of operational incidents, control weaknesses, recurring issues, corrective actions, and resolution status.
• Support the identification and assessment of operational risks associated with process failures, documentation gaps, resource constraints, and inconsistent procedures.
• Review existing operational controls and procedures to identify areas where additional checks, clearer ownership, or improved documentation may be required.
• Prepare regular reports covering service performance, exception volumes, outstanding issues, incident trends, and progress against corrective actions.
• Monitor key risk and performance indicators, highlighting material deviations and emerging patterns that require further review.
• Work with operational teams to define practical corrective actions, establish completion deadlines, and track implementation progress.
• Support root-cause analysis and contribute to improvement plans designed to reduce repeat incidents and strengthen service reliability.
• Assess whether operational procedures are being followed consistently and document findings for the relevant process owners.
• Coordinate the collection of evidence and supporting documentation for internal operational reviews, control assessments, or audit-related requests.
• Help maintain standard operating procedures, process maps, incident-handling guidance, and operational control documentation.
• Analyse workload, processing volumes, and capacity information to identify potential service bottlenecks or areas of operational pressure.
• Support business continuity and operational resilience activities by helping document dependencies, escalation procedures, and relevant process information.
• Work with service delivery teams to identify opportunities to improve case handling, reduce processing errors, and strengthen turnaround times.
• Escalate significant incidents, recurring control failures, unresolved risks, and service-level breaches through established reporting channels.
• Ensure that sensitive operational information is handled in accordance with internal policies, access controls, and applicable data protection requirements.
• Contribute to process reviews and operational improvement initiatives by providing data, analysis, and evidence-based recommendations.
• Maintain accurate documentation of findings, decisions, corrective measures, and lessons learned to support accountability and future review.

Requirements and Qualifications

• Bachelor’s degree in business administration, operations management, risk management, finance, economics, information systems, or a related discipline; equivalent practical experience may be considered.
• At least two years of experience in operations analysis, service delivery, quality assurance, operational risk support, or process control.
• Understanding of operational performance monitoring, exception management, incident documentation, and corrective action tracking.
• Strong analytical skills, including the ability to examine operational data and identify patterns, anomalies, and recurring issues.
• Proficiency in Excel or comparable spreadsheet tools for data validation, reporting, trend analysis, and performance monitoring.
• Experience preparing operational reports, maintaining issue registers, and presenting findings to relevant stakeholders.
• Familiarity with risk and control concepts, root-cause analysis, standard operating procedures, and continuous improvement methods.
• Ability to distinguish routine operational issues from matters requiring escalation or further investigation.
• Strong documentation skills and the ability to maintain clear, accurate, and traceable records.
• Familiarity with ticketing systems, ERP platforms, workflow tools, or business intelligence applications is an advantage.
• High attention to detail, professional judgement, and a systematic approach to handling exceptions and operational concerns.
• Ability to manage multiple investigations or reporting tasks while meeting agreed deadlines.
• Strong communication skills and the ability to collaborate with teams across different functions.
• Ability to work independently in a fully remote environment while maintaining regular communication with stakeholders.
• Professional proficiency in English; knowledge of Estonian or another European language is an advantage.

Benefits

• Fully remote working arrangement within Estonia.
• Full-time, permanent employment.
• Opportunity to contribute to service reliability, operational risk awareness, and process improvement.
• Exposure to operational performance analysis, control reviews, and incident management processes.
• Access to relevant operational reporting and collaboration tools.
• Opportunities for professional development in operational risk, quality assurance, business analysis, and process control.
• A professional environment that values accuracy, accountability, and responsible decision-making.
• The opportunity to help reduce recurring operational issues and improve service delivery standards.

Application Instructions

Interested candidates should submit an up-to-date CV outlining their experience in operations analysis, service delivery, process control, or operational risk support. Applications should highlight relevant experience investigating exceptions, monitoring service-level indicators, preparing reports, and supporting corrective actions.

Candidates may include examples of process improvements or operational issues they have helped resolve, provided that no confidential information is disclosed. Please apply through the designated application channel associated with the vacancy. No company-specific application contact details or salary information have been provided in this advert.

Are you interested in this position?

Apply by clicking on the “Apply Now” Button below!

#JobsHubEstonia #GlobalRecruitment
#CareerOpportunities #HiringNow
#JobSeekersNetwork #EstoniaJobs
#RecruitmentServices #EmploymentPortal.