Reports To: Automation Manager
- We are seeking a detail-oriented and proactive Automation Analyst (Workflow Builder) to design, build, monitor, and maintain automated workflows that support daily business operations.
- The successful candidate will work closely with the Collections, Operations, and Customer Experience teams to improve operational efficiency, monitor workflow performance, and ensure business processes run smoothly.
- The ideal candidate should have hands-on experience with workflow automation tools, a good understanding of APIs and data formats, and strong documentation and problem-solving skills.
Key Responsibilities
Workflow Development and Maintenance:
- Build, configure, and maintain automated workflows using n8n or similar automation tools.
- Collaborate with the Collections, Operations, and Customer Experience teams to identify automation opportunities and improve existing processes.
- Test and validate workflows to ensure they function correctly and meet business requirements.
- Identify opportunities to reduce manual tasks, improve efficiency, and streamline operational processes.
Workflow Monitoring and Troubleshooting:
- Monitor automated workflows to identify failures, delays, and performance issues.
- Investigate and resolve workflow errors within agreed timelines, escalating complex issues when necessary.
- Ensure workflows operate reliably and consistently to support daily business activities.
- Maintain records of workflow incidents, resolutions, and recurring issues.
Documentation and Knowledge Management:
- Develop and maintain clear documentation for all workflows, including their purpose, configurations, dependencies, and troubleshooting procedures.
- Maintain an organised workflow knowledge base to ensure processes are properly documented and easy to maintain.
- Update technical documentation whenever workflows are modified or new automations are introduced.
- Ensure workflow documentation supports continuity and reduces dependence on individual team members.
Reporting and Governance:
- Prepare weekly governance reports covering workflow health, incidents, key performance indicators (KPIs), and service-level agreement (SLA) performance.
- Track workflow performance and identify recurring issues or areas requiring improvement.
- Maintain accurate records of automation activities, system performance, and incident resolution.
- Provide actionable insights and recommendations to improve workflow reliability and operational efficiency.
Business Requirements and Process Improvement:
- Engage with business teams to understand their operational needs and identify suitable automation solutions.
- Gather requirements and translate business processes into clear workflow specifications.
- Collaborate with the Automation Manager and relevant stakeholders to implement and improve automation initiatives.
- Support the testing and implementation of new workflows to ensure they align with business objectives.
- Bachelor's degree or HND in Computer Science, Information Technology, Engineering, Business Administration, or a related field.
- 1 - 3 years of experience in workflow automation, business operations, data analytics, or a related role.
- Hands-on experience with n8n, Zapier, Make, or similar workflow automation platforms.
- Basic understanding of REST APIs, JSON, and system integrations.
- Proficiency in spreadsheets for data tracking, reporting, and analysis.
- Basic knowledge of SQL and database queries.
- Strong documentation, written communication, and reporting skills.
- Good analytical and problem-solving abilities, with attention to detail.
- Ability to manage multiple tasks, troubleshoot issues, and work effectively with cross-functional teams.
- Basic knowledge of Python for scripting and automation.
- Experience working in fintech, lending, collections, or financial services operations.
- Familiarity with workflow monitoring, incident management, and SLA tracking.
- Experience documenting business processes and preparing operational performance reports.
- The ideal candidate is organised, analytical, and proactive, with a strong interest in workflow automation and process improvement.
- They should be comfortable working with business teams, troubleshooting workflow issues, maintaining accurate documentation, and ensuring automated processes remain reliable and efficient.