Operational Performance Insight Analyst

Job Posting Title

Operational Performance Insight Analyst

Salary Band

£29, 541 - £39, 967

Grade: LC1

Job Description

About the Role

We have an exciting opportunity within our Customer Service Centre (CSC) Management Information team as an Operations Assurance Insight Analyst.

The MI team are responsible for providing scheduled reporting to management teams across the business to help understand performance. We are also responsible for providing insights to the business to help enhance our service for customers as well as supporting projects, associated teams and clients with information to make great data led decisions. We work closely with stakeholders across the business to ensure we can support others with their data needs.

As an Operations Assurance Insight Analyst, you will be responsible for:

• Using reporting data produced by the Operational Assurance Teams, Resource Planning Management Information (RPMI) and other data sources as necessary, conduct analysis to provide a clear view of trends and themes of performance.
• Interrogate Assurance Team and business MI using appropriate analysis techniques to identify root cause of failure and potential linked issues, themes, and trends to improve processes and customer experience. Being able to provide clear narrative on what the data is telling us and suggest recommendations for any mitigations.
• To effectively join up the Assurance outcomes data, and other MI to present the business with a clear view of opportunities for driving better customer outcomes across all our customer base and in line with Consumer Duty.
• To provide joined up reporting to the Newcastle Strategic Solutions Ltd (NSSL) business on a monthly/ad hoc basis, which gives a ‘one view’ summary of performance, including but not limited to Quality Assurance, Outcomes Based Testing and Risks and Issues.
• Undertake Complaint Root Cause Analysis to satisfy Financial Conduct Authority Dispute Resolution Rules Regulatory requirements.
• To support NSSL SMEs with data and insights so that the accountable stakeholders can make informed prioritised decisions on setting the appropriate actions and strategies.
• Provide effective challenge to ensure that remediation activities are identified and implemented off the back of analysis to address reoccurring and systemic issues.
• Work closely with all applicable Client areas in pursuit of goals.
• Present root cause data and findings to management/governance forums to highlight, discuss and/or escalate identified issues.

The post-holder will be working with our operational management group in a supportive and collaborative environment. There will be opportunities to help shape how we do what we do in order to maximise the opportunities that this work will provide.

About You

If you have a keen eye for detail, possess great communication skills and make every effort to drive the business forward and achieve results, then you would thrive within this role.

We are looking for someone with experience of working with data. You will have the ability to produce and analyse data, identify key trends and offer ideas for improvement.

Using good Microsoft Office skills you will be particularly skilled with Microsoft Excel to help provide summarised views of data. Experience of working with Power BI is also desirable. You will be able to work under pressure and multi-task, whilst managing your scheduled workload effectively.

If you have experience working within financial services or in a customer service environment, great, but the right candidate will also receive training to ensure you are equipped to use our systems effectively and you will be supported to develop your skills throughout your career with us.

About Us

The CSC MI team works across many parts of our business and you will get to work with a wide variety of areas and colleagues on a daily basis. You will be working in an exciting, friendly and fast-paced workplace, with amazing opportunities for self-development and career progression where you can realise your potential and do your best work.

As an inclusive employer and member owned mutual, we aim to reflect the diverse communities we serve and encourage applications from candidates of all backgrounds. We believe everyone should feel valued, respected, and celebrated for who they are, we want colleagues to feel this is a place they belong. A place to be you. 
 
What do you get in return? As well as receiving a competitive annual salary based on above-market pay scales, our reward package includes: 
 
Financial 

• Corporate bonus scheme (on target 5%, up to a maximum 10%)

• Pension scheme (up to 9% employer contribution) 

• Annual performance related pay reviews  

• Colleague mortgage scheme  

• Electric car salary sacrifice scheme  

• Life assurance (4x salary) and income protection  

• Access to our financial advisers  

• Access to a range of high street and online discounts  

Work/Life Balance  

• A 35-hour weekly contract - We are happy to talk flexible working and welcome discussions 

• 25 days’ annual leave + bank holidays (rises to 30 with length of service) 

• The option to buy and sell up to 5 days’ holiday   

• Hybrid working (typically 3 days’ home based) 

• Above statutory family leave entitlement - 3 months full pay, 3 months half pay, regardless of gender or route to parenthood 

Health and Wellbeing  

• Access to a health cash plan through a Medicash scheme  

• Access to an employee assistance programme  

• Free onsite gym at our Cobalt head office and access to discounted gym’s 

• Two paid volunteering days’ each year 

• Cycle to work scheme  

 

Recognising there’s no one-size-fits-all approach to recruitment, we’re committed to ensuring every candidate has the opportunity to showcase their full potential throughout the recruitment process. We strive to make our processes as accessible as possible, if there are any ways in which we can provide support or make adjustments, we would love to discuss this with you, you can contact your Recruiter for this vacancy at kate.wilkinson@newcastle.co.uk

Company:

Newcastle Strategic Solutions Limited