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Thursday, 22 February 2018 10:21 GMT

Job Details

Job Title:Performance Analyst
Description:Performance Analyst - Northampton, Northamptonshire Company Information 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. Role Purpose 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. Principal Accountabilities 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. Candidate Specifications Technical Skills/Competencies 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 Procedural documentation Identifying call centre change requirements Excellent communication skills Presentation skills Project management Business case development Project scoping Planning and organisational discipline to maintain focus on benefit realisation Workshop facilitation 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 - Essential 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 - Preferred 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 Negotiation techniques 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 - Essential 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 - Preferred Graduate caliber 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 Drive Performance 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 Delight Customers 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
Type:Permanent
Financial
Qualifications:
General
Qualifications:
Systems
Experience:
Salary Range:£20 - £25/annum plus bonus, 27
Benefits:
Location:Northamptonshire
Job URL:http://www.cv-library.co.uk/cgi-bin/jdb_view_vacancy.cgi?jobref=101160536&s=100032

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