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- Tasks: Lead data analysis to enhance performance and drive operational improvements.
- Company: Dynamic contact centre network with a focus on innovation and efficiency.
- Benefits: Competitive salary, bonus, and benefits package.
- Why this job: Make a real impact in a fast-paced environment while driving strategic change.
- Qualifications: Experience in Financial Services and expertise in performance optimisation required.
- Other info: Collaborative culture with opportunities for professional growth and transformation.
The predicted salary is between 55000 - 70000 £ per year.
Our client has a network of contact centres across the UK with an FTE or larger than 2,000 people, and things move quickly!
Insights are critical in enhancing the effectiveness and efficiency of their operation. By enabling data-driven and informed decision making, this role will be key in the BAU function of our clients business, as well as provide the clarity that enables sustainable delivery against our strategic ambitions across a multi-site, regulated environment.
** Salary: 65k – 80k + bonus + bens **
** A background in Financial Services if crucial for this role **
This role sits within the Resource Planning, Optimisation & Operational Excellence centre and supports the broader team in enabling consistent and more efficient and effective operations.
Key Responsibilities:
- Own the analysis of operational and performance data to generate insights that inform decision-making and service improvements.
- Proactively analyse performance trends across the customer service estate, identifying focus areas and opportunities for improvement, driving engagement with the area owners.
- Own the performance reporting frameworks, identifying and delivering against opportunities for improvement and automation in our reporting and data analysis through partnerships with technology teams.
- Drive timely reporting and insight provision across the operational areas, applying automation where relevant, to drive quick business decisioning.
- Provide monitoring and reporting support associated to performance-related benefits from strategic transformation initiatives.
- Collaborate with various Business Areas to ensure the data and associated insights arefit for purpose.
- Deliver the data and insights that underpin service delivery, performance and optimisation across contact centres, back-office operations and specialist teams.
- Champions data-driven decision-making that reduces friction and improves resolution speed.
We need you to have:
- Proven track record leading large-scale workforce and performance insight in regulated Financial Services, banking or Utilities.
- Expertise in performance tracking, reporting and optimisation frameworks.
- Experience of enabling and driving transformational change in large operational environments.
- Demonstrated ability to influence and challenge at ExCo level.
- Deep understanding of operational performance metrics and optimisation frameworks.
- Advanced knowledge of performance tracking and reporting methodologies, tooling and systems.
- Strong market knowledge of best practice in performance reporting and optimisation.
- Insight into evolving customer, colleague and automation trends that impact service delivery.
Performance Insight & Optimisation Lead employer: Cactus Search
Contact Detail:
Cactus Search Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Performance Insight & Optimisation Lead
✨Tip Number 1
Network like a pro! Get out there and connect with people in the Financial Services sector. Attend industry events, join relevant online forums, and don’t be shy about reaching out on LinkedIn. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Show off your skills! When you get the chance to chat with potential employers, make sure to highlight your experience with performance tracking and optimisation frameworks. Share specific examples of how you've driven transformational change in previous roles – this will really set you apart from the crowd.
✨Tip Number 3
Be proactive! If you see a company you're interested in, don’t wait for them to post a job. Reach out directly and express your interest in working with them. Tailor your message to show how your expertise in data-driven decision-making can help them achieve their strategic ambitions.
✨Tip Number 4
Apply through our website! We’ve got loads of resources to help you land that dream job. Plus, applying directly through us means your application gets the attention it deserves. Don’t miss out on the opportunity to showcase your skills in performance insight and optimisation!
We think you need these skills to ace Performance Insight & Optimisation Lead
Some tips for your application 🫡
Tailor Your CV: Make sure your CV speaks directly to the role of Performance Insight & Optimisation Lead. Highlight your experience in financial services and any relevant performance tracking or optimisation frameworks you've worked with. We want to see how your background aligns with our client's needs!
Showcase Your Data Skills: Since this role is all about data-driven decision-making, don’t hold back on showcasing your analytical skills. Include specific examples of how you've used data to drive improvements in previous roles. We love seeing numbers and results that back up your claims!
Be Clear and Concise: When writing your application, keep it clear and to the point. Use bullet points where possible to make it easy for us to read. Remember, we’re looking for insights into your experience, so make sure they stand out without fluff!
Apply Through Our Website: We encourage you to apply through our website for a smoother process. It helps us keep track of your application and ensures you don’t miss out on any important updates. Plus, it shows you're keen to join our team at StudySmarter!
How to prepare for a job interview at Cactus Search
✨Know Your Numbers
Make sure you brush up on key performance metrics relevant to the role. Be ready to discuss how you've used data to drive insights and improvements in previous positions, especially in regulated environments like Financial Services.
✨Showcase Your Analytical Skills
Prepare examples of how you've analysed operational data to identify trends and opportunities for improvement. Think about specific instances where your insights led to tangible changes or efficiencies in a business setting.
✨Understand the Business Context
Familiarise yourself with the company's operations and the challenges they face in their multi-site contact centres. This will help you tailor your responses and demonstrate that you can hit the ground running.
✨Be Ready to Collaborate
Highlight your experience working with cross-functional teams. Discuss how you've partnered with technology teams to enhance reporting frameworks or drive automation, as collaboration is key in this role.
