Operations Analyst at MRI Software

Job Decription

• MRI Software is seeking a highly organised and detail-oriented Operations Analyst to provide operational support to our EMEA Client Support Management team.
• This is joining our established Operations function based in Cape Town. The successful individual will play a key role in driving efficiencies, maintaining critical support processes, and contributing to the smooth operation of the client support function.
• This role requires excellent communication skills, strong analytical ability, proficiency in Microsoft Excel, and a proactive, problem-solving mindset.
• The position will involve cross-functional collaboration with leadership, support teams, and departments across the business.

Key Responsibilities

• Provide regular and ad-hoc reporting to support client support management decision-making.
• Monitor and analyse key operational metrics, including Voice of the Customer (VOC) feedback, case trends, and escalation reasons.
• Prepare internal and client-facing reports; track recruitment activity on behalf of senior leadership.
• Maintain, update, and improve operations-related documentation, including processes, procedures, concierge resources, and training plans.
• Track expiring contracts in Salesforce and ensure timely follow-up.
• Liaise with Account Managers to obtain missing assets or documents related to client records.
• Monitor closed support cases for client responses and ensure appropriate actions are taken.
• Administer AWS and omnichannel access for joiners and leavers.
• Update and manage email distribution lists, system environments, and case configuration settings in Salesforce.
• Support SLA/OLA tracking and reporting.
• Assist with Root Cause Analysis (RCA) activities and the implementation of related action items.
• Contribute to process improvement by identifying inefficiencies and recommending changes.
• Coordinate and support initiatives across Professional Services, Product Support, and Training teams as required.

Required Skills & Experience

• Proven experience in an operational, analytical, or administrative support role—ideally within a software or technical environment.
• Strong proficiency in Microsoft Excel (pivot tables, formulas, formatting) and broader Microsoft Office tools.
• Excellent written and verbal communication skills.
• Demonstrated ability to identify trends in data and translate them into actionable insights.
• Exceptional organisational and time-management abilities, with the capacity to manage multiple tasks concurrently.
• Attention to detail and a high standard for accuracy and data quality.
• Ability to work both independently and collaboratively with cross-functional teams.
• Strong sense of initiative with a solution-oriented approach to work.
• Comfortable working in a fast-paced, changing environment with evolving priorities.
• Experience with Salesforce and/or Power BI is beneficial but not essential.