Senior Associate, Finance & Strategy, Support Operations & Quality

About the role

This position sits at the intersection of rigorous finance and hands-on support operations, where your analysis directly shapes how we serve customers and courier partners every day. You will own the financial models, analytics and planning processes that sit behind our global support operations, ensuring that cost structures are transparent, scalable and aligned with strategic goals. In partnership with Support leadership, Workforce Management and S&O, you will connect operational reality to financial outcomes and help the business make smarter, faster decisions. You will translate complex operational metrics into clear financial narratives, challenging assumptions and surfacing actionable insights that protect margin without compromising service quality. The role requires comfort with ambiguity and incomplete data, as you structure problems, make reasonable assumptions, and iterate quickly as new information emerges. You will design and maintain allocation keys and cost attribution logic to fairly reflect Support economics across local, SSC and outsourced spend. You will lead weekly and monthly performance reviews, synthesising Support OKRs, financials and operations metrics into crisp insights and recommendations for leadership. Ultimately, you will be accountable for ensuring that the support function operates as a disciplined, value-driving engine across regions.

Key facts

What you'll do

• Own and develop cost models across regions, ensuring robust methodology, clean inputs and clear documentation that can withstand scrutiny from finance and operations.
• Lead weekly and monthly performance reviews (e.g. WBR) by synthesising Support OKRs, financials and operations metrics into crisp insights and recommendations for leadership, highlighting trends and outliers.
• Partner with Support Operations and Workforce Management to build and back-test capacity, scheduling and cost plans, validating assumptions against historical performance.
• Design and maintain allocation keys and cost attribution logic (local vs SSC vs outsourced; supported country mapping) to fairly and transparently reflect Support economics across the business.
• Run deep-dive variance analyses versus budget, explaining root causes, separating structural vs one-off effects, and quantifying the impact of actions or policy changes on cost and service outcomes.
• Translate complex operational and financial data into clear stories and recommendations for senior stakeholders, balancing written materials with persuasive live discussions in leadership forums.
• Act as a business partner to cross-functional teams including Operations, Workforce Management, Product and Regional Finance, balancing short-term firefighting with long-term improvements to support efficiency.
• Partner with S&O to align support plans with broader demand and capacity realities, ensuring that financial models reflect the constraints and opportunities of the contact centre environment.
• Define and track key operational-financial KPIs, identifying leading indicators that can signal shifts in cost, quality or customer satisfaction before they appear in results.
• Challenge existing approaches and propose improvements to support economics, leveraging data to prioritise initiatives that deliver the highest return on effort and investment.
• Maintain a disciplined approach to cost governance, ensuring that decisions are based on evidence, assumptions are documented, and trade-offs are clearly communicated.
• Work closely with Finance and HR Business Partners to translate headcount, utilisation and productivity changes into clear financial implications for the support function.
• Develop scenario models to test the financial impact of proposed changes to service design, coverage levels, technology or policy, enabling leaders to compare options with confidence.
• Ensure that all analysis is grounded in clean data structures and logic, reducing manual effort, improving reproducibility and increasing trust in insights.
• Contribute to the development of standards and playbooks for support finance and strategy, enabling other teams to apply these methods consistently.
• Collaborate with regional finance teams to adapt models and insights to local contexts, ensuring relevance and accuracy across different markets.
• Act as a subject matter expert on support economics, providing training and guidance to broader finance and operations colleagues on best practices.

Requirements

• 5+ years of experience in finance, strategy, analytics or similar, ideally in an operations-heavy or customer support environment, with IB background being preferred.
• Strong analytical and modelling skills in Excel/Sheets, including comfort with complex formulas, driver-based models and scenario analysis.
• Experience working with BI tools and SQL/Looker/Snowflake is a plus, demonstrating an ability to work with larger data sets and automated reporting.
• Proven track record of turning data into clear stories and recommendations for senior stakeholders, both in written materials and live discussions.
• Experience working as a business partner with cross-functional teams such as Operations, WFM, Product and Regional Finance, balancing short-term firefighting with long-term improvements.
• Comfort with ambiguity and incomplete data, with the ability to structure problems, make reasonable assumptions, and iterate quickly as better information becomes available.
• Strong attention to detail and ownership, ensuring that models are accurate, assumptions are transparent, and outputs are reliable for decision-making.
• Effective communication skills, with the ability to explain complex financial concepts to non-financial audiences and influence through logic and evidence.

Nice to have

• Experience in a customer support or operations-heavy environment where finance partners closely with frontline teams.
• Familiarity with delivery or logistics businesses, including the challenges of workforce management and cost control in dynamic environments.
• Experience working with data platforms and tools such as SQL, Looker or Snowflake to build or support analytical infrastructure.

Practical notes

This is a full-time role based at our London headquarters at The River Building. The position requires availability during standard working hours and may involve travel within the UK for business purposes as needed. Candidates must be eligible to work in the United Kingdom without sponsorship at this time.