Operations Support Analyst

TL;DR

Operations Support Analyst: Supporting back-office, contract fulfilment, and administrative tasks for FT Professional customers globally with an accent on access rights/permissions, accurate data management, and escalation of complex fulfilment issues. Focus on delivering timely client support via email/phone, monitoring HUB queue cases, and producing operational/KPI reports in Salesforce.

Location: Manila

Company

hirify.global is a leading global news organisation delivering quality information and services worldwide.

What you will do

• Process and complete contract fulfilment requests for corporate, education, syndication, agency, and channel clients.
• Ensure clients receive access to the correct systems, content, and tools as stated in their contracts.
• Maintain strict operating standards, accurate data management, and client confidentiality.
• Escalate complex fulfilment and client access issues; investigate data/process concerns and complaints.
• Monitor and distribute cases in the HUB queue to resolving teams; coordinate with internal teams for fulfilment and access issues.
• Provide operational and status reports, including daily/weekly productivity and KPI reporting in Salesforce.

Requirements

• Bachelor’s/College degree (any field).
• At least 1 year of experience in customer service.
• Strong attention to detail and ability to manage accurate data and confidentiality.
• Clear communication skills for email and phone support.
• Ability to collaborate across teams and adapt to changing processes and requirements.

Culture & Benefits

• 50% hybrid working model (averaging two to three days onsite).
• Generous annual leave, medical cover, inclusive parental leave packages, and subsidised gym memberships.
• Opportunities to give back to the community.
• Flexible working pattern requests may be accommodated where feasible.
• Disability confident employer with reasonable adjustments available during the application process.

Hiring process

• Application review may include monitoring of AI usage to ensure information is authentic and accurately represents skills and experience.
• Interviews and evaluations focus on fit for the role and required competencies.