Operations Analyst

Job description

**Who is Plenti?** Plenti is a fintech lender, providing faster, fairer loans by leveraging its smart technology. Plenti is a dynamic and innovative business that is growing strongly. By continuing to deliver better customer experiences, Plenti is taking market share from incumbent players in the personal lending, renewable energy, and automotive finance markets. We are a fast moving and ambitious business that seeks to recruit smart and capable people, who can take ownership of their role to help the business thrive. With over 250 people based in Australia, Plenti is of a size where everyone can make a difference in their role and help us realise our very big ambitions as a team, as we go about building Australia’s best lender. Plenti is a founder led business that launched in 2014, listed on the ASX since 2020 with annual revenue of over $250 million and a loan portfolio of over $3 billion. **About the role:** As an Operations Analyst at Plenti, you will support strategic and operational process improvement initiatives across the loan application lifecycle, including complaints and collections management, customer service, and sales enablement. You will work closely with operations, product, sales, and technology stakeholders to identify inefficiencies, design better workflows, and implement scalable solutions that improve both customer and partner experiences. The role sits at the intersection of process, data, and technology, drawing on automation platforms and cross-functional collaboration to turn operational insight into practical improvement. You'll thrive in this role if you enjoy digging into how things work, are comfortable moving between detailed process mapping and stakeholder conversations, and are motivated by making complex operations simpler, faster, and more scalable in a fast-paced environment. **Key Responsibilities:*****Process Development and Optimisation*** - Identify and design enhancements to existing workflows across the customer journey - Support process optimisation initiatives for loan application flows, complaints and collections management, customer service, and sales enablement - Contribute to the development and implementation of new processes that align with Plenti's growth objectives - Support strategic initiatives focused on improving operational efficiency and customer experience ***Stakeholder Collaboration*** - Partner with operations, product, sales and technology managers to gather requirements and insights - Participate in workshops and discovery sessions to ensure process improvements reflect business priorities and feasibility ***Issue Resolution and Continuous Improvement*** - Identify and resolve operational issues and bottlenecks, ensuring minimal disruption - Monitor process performance and collect stakeholder feedback to support ongoing improvements ***Automation and Product Integration*** - Collaborate with product and engineering teams to integrate operational needs into new product developments - Utilise automation tools and platforms such as Zoho, Zapier, n8n, Amazon Connect, Databricks, Notion, and Google Suite to streamline workflows **About you:**You’re a natural problem-solver who gets a buzz from making things better. You spot the bottleneck, question why it’s there and love finding smarter, simpler ways to get things moving. Whether it’s streamlining a process, turning data into a clear insight or bringing people together around a better way of working, you’re at your best when you’re creating real impact. **You will have:** - 2+ years' experience in operations, business analysis, or a related role within a data-driven environment - Proven hands-on CRM experience, with Zoho CRM or other Zoho products highly preferred; experience with Salesforce, HubSpot, or comparable platforms also considered - Hands-on experience with low-code / no-code automation tools - Demonstrated analytical skills, with a track record of translating data insights into actionable recommendations - Experience documenting and improving processes, with a strong focus on scalability and efficiency - Coding exposure to Deluge or JavaScript advantageous, but not required