Work closely with the Senior Management across NewDay to understand the performance and experience across Customer Operations and articulate this clearly within our reporting.
Develop and improve our reporting methods and tools to drive efficiencies and effectiveness across the business, focusing on:
* Data required
* Processes and Efficiencies
* Outputs
Produce daily/weekly/monthly reports for the Operations Optimisation team, SLT, and ExCo, supporting the knowledge and awareness of the Operational Optimisation Team and wider business to drive efficiency and effectiveness by:
* Driving usage
* Sharing insights
* Streamlining processes
Review system practices and efficiency improvements to communicate with the Operations Optimisation team, clearly articulating the value added.
Integrate new data feeds and information into the Business Reporting work stream.
Provide a flexible and adaptable approach in delivering content to meet requirements.
Support, proactively resolve queries, and assist with the design, development, and deployment of innovative reporting solutions.
Create and maintain process maps across Business Reporting.
Essential Skills and Experience
* Experience in a similar role within a Financial Services Organisation
* Excellent knowledge of contact centre metrics and related technology (telephony systems, voice of customer programs, complaints journey)
* Strong data analysis skills
* Proficiency in Excel and PowerPoint
* Stakeholder management and effective presentation skills
* Highly numerate
Desirable Skills
* Knowledge of the Credit Card Industry
* Experience in Project/Change Management
* Knowledge of SQL/Power BI
* Advanced Excel skills, including VBA
Personal Attributes
* Excellent communication skills, inspiring colleagues to deliver for customers
* High integrity
* Self-motivated and proactive
* Attention to detail
* Strong relationship-building abilities
* Comfortable presenting insights to senior colleagues
Additional Information
This is a permanent, entry-level role, full-time, within the Research, Analyst, and IT functions.
This job is active and not expired.
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