Operations Analyst

Role Overview

• Execute the end-to-end Offboarding process for schools using internal tools (such as Salesforce), ensuring complete, accurate and traceable records of all steps, deadlines and information;
• Calculate and consolidate schools' outstanding balances, ensuring accuracy in calculations and consistency of the data used; support the preparation and validation of debt spreadsheets to ensure they correctly reflect the institution's financial history;
• Provide support to schools via Zendesk and other official channels, delivering clear, standardized responses within the defined SLA;
• Manage the Offboarding email inbox, ensuring organization, prioritization and timely responses to schools' requests;
• Conduct communications with schools throughout the closure process to ensure a consistent customer experience;
• Collaborate with partner areas such as FinOps, Collections, Customer Service and Consultants to resolve pending issues and align information;
• Maintain operational control of cases by tracking statuses, SLAs and potential process deviations;
• Monitor Offboarding dashboards and operational controls to ensure data consistency and act promptly on deviations;
• Support the identification of failures and opportunities for improvement in Offboarding processes, contributing to increased operational efficiency;
• Ensure the quality and organization of recorded data, maintaining traceability and reliability for future analyses;
• Work flexibly on operational tasks for partner teams, especially Risk, during periods of lower Offboarding volume, providing execution and support based on team priorities.

Requirements

• Previous experience in operational, administrative or back-office routines, handling high volumes of tasks with a need for strong organization;
• Strong organizational and task-control skills, attention to detail and a commitment to quality deliverables;
• Experience providing customer or stakeholder support, with clear and effective written and verbal communication;
• Experience using tools and systems (e.g., CRM, support platforms or spreadsheets), with disciplined recording and updating of information;
• Ability to manage multiple simultaneous demands while meeting defined deadlines and SLAs;
• Proactive profile in identifying operational issues and willingness to act to resolve them.

Benefits

• Meal allowance and/or meal voucher
• Health and dental plan
• Commuter/transportation allowance
• Extended maternity and paternity leave
• Childcare assistance
• Health and well-being support: partnerships with Wellhub and Zenklub
• Educational assistance
• Discount on airline tickets
• Partnership with a pet health plan
• Access to Arco educational materials for employees' children
• Partnerships for MBA and postgraduate programs