Lifecycle Service Desk Analyst
About the role
The (Senior) Lifecycle Analyst supports and delivers critical account lifecycle processes within a fast-paced, tech-driven environment. This role is central to maintaining quality, efficiency, and compliance as part of an agile team. You’ll work closely with colleagues, the team lead, and process owner to ensure accurate, timely completion of tasks while adapting to evolving business needs and leveraging modern tools, including AI assistants. If you are passionate about operational excellence and eager to grow your impact by coaching, optimizing processes, and supporting leadership, you’ll find opportunities to step up as a Senior Analyst.
Key Responsibilities
- Execute account updates, maintenance, and closure requests promptly and accurately while maintaining compliance with internal standards and service levels.
- Review and research customer dossiers to ensure completeness and accuracy of information and documentation.
- Perform due diligence checks on customer profiles in line with regulatory requirements and company policy.
- Analyze customer data using the risk engine to identify potential risks, anomalies, or compliance issues and escalate when necessary.
- Make justified decisions regarding account retention or closure according to company risk appetite and guidelines.
- Maintain clear documentation and audit trails for all reviews, findings, decisions, and escalations.
- Communicate requirements, decisions, and next steps to customers clearly and respectfully.
- Organize and prioritize daily workload while adapting to changing priorities in a fast-paced environment.
- Utilize workflow tools and AI assistants effectively in daily operations.
- Collaborate proactively with team members, team leads, and process owners to ensure transparency and smooth task handovers.
- Maintain high standards of accuracy and attention to detail in all tasks and documentation.
- Independently manage and track assigned work to ensure deadlines are met and tasks are completed reliably.
Who you are
- Strong critical judgement and ability to assess risk and evidence when making decisions.
- Investigative mindset with curiosity and persistence when researching complex or unclear cases.
- Strong compliance orientation and commitment to regulatory standards and ethical conduct.
- Customer empathy and ability to communicate clearly and respectfully, even in challenging situations.
- Agility and adaptability in fast-changing environments.
- Confidence using technology, digital tools, automation, and AI assistants to improve efficiency and accuracy.
- Strong collaboration and team spirit, including active listening and knowledge sharing.
- High level of discretion and professionalism when handling sensitive information.
- Self-motivation and accountability with the ability to work independently and manage time effectively.
- Detail-oriented approach with the ability to spot inconsistencies and maintain quality.
- Continuous improvement mindset and openness to feedback, learning, and process optimization.
