|Job Title:||Performance Analyst|
|Description:||Performance Analyst - Northampton, Northamptonshire
Our client was founded in 1966 and is the leading credit card provider in the UK with 8.4 mln customers. 1 in 5 credit cards in the UK are issued by our client.
To conduct business analysis and design process and procedural changes to meet new improvement and change requirements under the direction of the Performance Manager to support the delivery of team targets.
To identify business requirements from business analysis and process design to deliver improvement and change projects.
To formulate and present recommendations based on business analysis and process design to drive and influence operational improvement and change.
To manage small change Implementation projects under the direction of the Performance Manager.
Support the delivery of Team Targets relating to improvement and change (80%)
Delivery of accurate business analysis
Delivery of accurate operational process and procedural design
Delivery of accurate business requirements
Delivery of clearly defined recommendations based on 1-3 above.
To contribute to team targets for 1 above creatively through business analysis of Current operations.
To produce project portfolio recommendations to the Performance Manager
To produce small change recommendations to the Performance Manager
Implementation of Business lead change projects (20%)
To work with business sponsors and change delivery to define Contact Centre requirements driven out of change projects.
To work with the Performance Manager to produce and deliver a Contact Centre Implementation plans.
To design and implement the process and procedural changes.
To design materials to support the training delivery of any changes.
To support the Performance Manager reporting on plan progress.
Relationship Management (component of 1 and 2 above)
To manage key relationships within Corporate effectively to deliver 1 and 2 above
To engage/ensure the engagement of, key stakeholders to Business Improvement and Implementation practices.
Excellent analytical skills (the ability to find well hidden solutions)
Excellent listening skills
Excellent drafting skills
Business and operational analysis skills
Specific call centre analysis skills
Documentation of workflows and processes
Identifying call centre change requirements
Excellent communication skills
Business case development
Planning and organisational discipline to maintain focus on benefit realisation
Supplier / Stakeholder / Customer relationship management
Strong commercial acumen
Business case development skills
Knowledge and Expertise (relating to specialist knowledge and expertise required to undertake the role. May include knowledge of the Bank’s products, services and policies
A good understanding of the Contact Centre stakeholder community
Resource planning specialist knowledge
A sound understanding of process design re-engineering
Good knowledge of project management tools and techniques
Good working knowledge of Call Centre systems and technologies
A good understanding of best practice in the field of Contact Centre operations and their infrastructure, e.g. IT and resource planning and measurement systems.
Best practice call centre management
Resource Management practical skills
Team Management practical skills
Good working knowledge of Barclaycard Corporate operations
Good working knowledge of Barclaycard Corporate strategies
Good working knowledge of general IT applications
Good knowledge of Business Disciplines (e.g. Sales, Marketing, Finance, Operations, IT)
Experience, qualifications and other requirements specific to the role
Minimum 2 years exposure to Contact Centre working environment
Previous experience of working as part of a change/improvement team.
Proven record of implementing at least 2 successful changes into contact centre operations
Currently working as a change agent or business analyst
Key Issues over the next 12-24 months
Delivery of business improvement target
Delivery of income target
Implementation of key Call Centre Technology projects
Insisting on improved business case analysis/development pre inception
Additional details of exceptional aspects of the demands of the role
Occasionally large assignments involve many weeks a deep analytical study and the production of large amounts of workflow documentation. This can be very demanding mentally and the candidate must be comfortable with this.
The Company Behaviours: of particular importance to this role
Through identifying priority operational work areas for development
Through the design and implementation of new solutions
Embraces new ideas
Build Pride and Passion
Seeks opportunities to give and receive honest feedback
Take ownership of problems, fix them and share learning
High standards of integrity, always challenges inappropriate behaviours
Communicates with passion and enthusiasm to create a place where people feel valued and work to the best of their ability
Through the delivery of valuable solutions
Through the high standards of quality work
Through the level of insight analysis provides
Works to enhance skills. knowledge and understanding of their customers sharing best practice and coaching others
Customers want to give positive feedback and will recommend services
Execute at Speed
Through detailed analysis that ensures all requirements are captured up front
Through accurate planning and delivery
Through intelligent prioritisation
Involves the right people to execute complex or difficult change plans
Known for speaking up in uncomfortable situations and provide the solution that moves things forward
Grow Talent and Capability
Shares learning with colleagues and stakeholders
Delivers regular, timely honest, direct and observable feedback. Colleagues often ask for feedback on them
Opens colleagues to development opportunities and promotes their employability
Protect and Enhance our Reputation
First class at getting things done but does not compromise quality of necessary controls and compliance
Production of accurate and auditable documentation
|Salary Range:||£20 - £25/annum plus bonus, 27|
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