Position Overview

The Operational Tooling Administrator is responsible for ensuring the operational tools used across Customer Operations and wider business teams run effectively, deliver value, and support day-to day business needs. The role focuses on managing vendor relationships, maintaining budget oversight, and acting as the main point of coordination between internal stakeholders and tooling providers. It drives continuous improvement by optimizing systems, prioritizing enhancements based on business impact, and supporting automation initiatives in collaboration with Product teams. The role also ensures strong visibility through reporting, performance monitoring, and clear documentation, while providing guidance and support to junior team members to maintain efficient, scalable operations and high service standards

Key Responsibilities

• Own and manage relationships with Operations tool vendors, ensuring effective collaboration and service delivery.

• Help maintain full budget oversight for operational tools, tracking monthly, quarterly, and annual spend to ensure alignment with approved cost forecasts

• Help manage access request management and offloading of users upon departure.

• Act as the primary point of coordination for internal stakeholders using operational tools, including Customer Support (CS), Customer Due Diligence (CDD), VIP, Compliance, and other business teams.

• Manage and optimize a suite of operational tools, including but not limited to email clients, chatbots, translation platforms, and Help Centre systems.

• Own and maintain the tools’ feature roadmap, prioritizing enhancements based on business value and stakeholder impact.

• Proactively deliver feature improvements and system optimizations where feasible.

• Develop, maintain, and own dashboards and reporting frameworks to monitor performance and operational effectiveness.

• Ensure system configurations are optimized to meet operational targets and performance KPIs

• Conduct regular analysis of key metrics and KPIs to ensure tools operate efficiently and deliver measurable value.

• Prepare and deliver monthly management presentations outlining service performance, insights, and recommended improvements.

• Provide quarterly updates to line management, presenting current performance status and strategic priorities for the upcoming quarter.

• Collaborate closely with Product teams to drive Customer Operations automation initiatives across multiple workstreams

• Document processes, workflows, and system configurations within Confluence to ensure operational transparency and knowledge sharing.

  
  

Requirements

• Operational Tool Management – Ability to manage, configure, and optimise operational systems to support business performance.

• Stakeholder & Vendor Management – Builds strong relationships with internal teams and external vendors to ensure effective collaboration and service delivery.

• Data Analysis & Reporting – Develops dashboards and interprets KPIs to drive informed decision making and continuous improvement.

• Prioritisation & Roadmap Management – Balances competing demands and prioritises enhancements based on business impact and operational value.

• Process Improvement – Identifies inefficiencies and implements scalable solutions and automation opportunities.

• Budget & Access Governance – Oversees tooling spend and manages user access lifecycle processes effectively.

• Ownership & Accountability – Takes responsibility for tooling performance and delivery outcomes.

• Proactive & Solution-Oriented – Anticipates challenges and drives practical improvements.

• Collaborative Communication – Works effectively across teams and communicates clearly with technical and non-technical stakeholders.

• Attention to Detail – Maintains accuracy in system configuration, reporting, and documentation.

• Proven experience managing and optimising operational or customer support tooling within a fast-paced operational environment.

• Experience working with cross-functional stakeholders such as Customer Support, Compliance, Product, or Operations teams.

• Demonstrated experience managing vendor relationships and coordinating external service providers.

• Experience analysing operational data, developing reports or dashboards, and using KPIs to drive performance improvements.

• Experience managing system administration activities, including user access management and offboarding processes.

• Experience contributing to or owning tooling enhancements, system implementations, or automation initiatives.

• Experience maintaining process documentation and operational workflows within knowledge management platforms (e.g., Confluence or similar).

  
  

The above duties provide a generic description of the Employee’s day to day responsibilities but should in no way be deemed to be an exhaustive list. Additional related, duties may be assigned by the Line Manager in line with business exigencies and continuity.

Why Work With Us?

At Silverspin, we take bold but thoughtful approaches to what we build and how we work. We act with confidence and responsibility, focusing on smart decisions, meaningful impact, and long-term success.

Joining us means being part of a team that values curiosity, ownership, and collaboration. We encourage people to challenge ideas, simplify complexity, and grow together - creating an environment where great work (and good energy) go hand in hand.

We offer:

• Competitive salary and benefits

• Opportunities to learn, grow, and develop

• A creative, collaborative team environment

Silverspin is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.