Posted 6 March by Crossways Recruitment Ltd

My client is seeking a Business Performance Improvement Analyst to join their established team in one of their key sites in the UK; based in Dartford
The clients’ main area of work is in IT services offering commerce consumer solutions within the banking, retail, postal & service station sectors.
The role of the Performance Improvement Analyst will be to produce detailed reports highlighting current performance levels and establish clear recommendations for performance improvement, together with a detailed project plan (with measurement criteria) to ensure success. The Performance Improvement Analyst will be wholly responsible for driving the completion of approved plans and ensuring achievement of project targets. You will be required to present your analysis reports to key Management and Stakeholders to allow them to present report findings to clients
You may from time to time be expected to visit client sites along with key Management to present reports and show solutions

Duties ;
To provide a technical analysis and risk assessment of new product/s to be supported and maintained
To define and document the hardware break / fix strategy for new product/s (and improvements to the break / fix strategy for products already under support). To recommend repair approach, skills required within the delivery teams, spares holdings, etc
To lead the resolution of any product or service performance issues, through root cause analysis of service failures and lead the design and implementation of specific 'get well plans’
To lead projects designed to drive down ticket volume, reduce the cost of service, improve service quality and enhance the technical skills in our field operation / support teams.
Robust project performance against the agreed plan and to initiate 'remedial’ action (or escalation), when required
Appropriate and timely project reporting and escalation
To proactively read technical documentation to ensure technical expertise is up-to-date
To provide feedback to factories for proprietary products and to OEMs for third party products to ensure 'fixes’ for identified product issues
To assist with the resolution of any customer or product specific service delivery issues, through route cause analysis of service failures and participate in the design and implementation of specific 'get well plans
To work on specific customer accounts where the intervention rate is higher than the contractual estimates and provide a plan to reduce the interventions
Must work in a pragmatic way to understand the gap in expected call rates or interventions and follow a process of elimination through deep dive analysis to ensure any action plans will deliver the results defined

Skills & Experience
Proven work experience in a similar role ; reporting systems/solutions root cause analysis, performance reporting, data statistics analysis preferably from a
Client led/consumer led background ideally within Banking/Finance or IT
Proven experience working with Advanced Excel
Excellent communication skills
Experience in report presenting analysis to Key Management -

Desirable ; Lean six sigma, Business objects

Offers will be subject to passing vetting procedures

Interviews will be held w/c 29thJanuary

If you are interested in this role then please call Claire Power today to discuss your interest and send your CV

Required skills

  • Advanced Excel
  • Analysis
  • Business Performance
  • Continuous Improvement
  • Performance Improvement

Application questions

have you identified solutions for continuous improvement?
have you identified change processes to be more efficient in the business?
have you presented your solutions to key heads of business?

Reference: 34618071

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