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- Tasks: Lead data analysis to enhance performance and drive operational improvements in a fast-paced environment.
- Company: Join a leading contact centre network with over 2,000 employees across the UK.
- Benefits: Competitive salary of £65k - £80k plus bonuses and benefits.
- Why this job: Make a real impact by driving data-driven decisions in a dynamic, regulated setting.
- Qualifications: Experience in Financial Services and expertise in performance tracking and optimisation required.
- Other info: Collaborative role with opportunities for transformational change and career growth.
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
Showcase your expertise! When you get the chance to chat with potential employers, make sure to highlight your experience in performance tracking and optimisation frameworks. Share specific examples of how you've driven transformational change in previous roles – this will set you apart from the crowd.
✨Tip Number 3
Prepare for interviews by brushing up on operational performance metrics. Be ready to discuss how you’ve used data-driven insights to improve service delivery in past positions. This will demonstrate your understanding of the role and show that you’re the right fit for their multi-site, regulated environment.
✨Tip Number 4
Don’t forget to apply through our website! We’ve got loads of resources to help you land that Performance Insight & Optimisation Lead role. Plus, it’s a great way to ensure your application gets seen by the right people. Let’s get you that dream job!
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’s super easy – just a few clicks and you’re done!
How to prepare for a job interview at Cactus Search
✨Know Your Numbers
Make sure you’re familiar with key performance metrics relevant to the role. Brush up on your understanding of operational and performance data, as well as how they drive decision-making in a regulated environment. Being able to discuss specific examples from your past experience will show that you can bring valuable insights to the table.
✨Showcase Your Analytical Skills
Prepare to demonstrate your analytical prowess by discussing how you've previously identified trends and opportunities for improvement. Bring along examples of reports or frameworks you've developed that led to significant operational enhancements. This will highlight your ability to drive performance optimisation effectively.
✨Understand the Business Context
Research the company’s operations and their strategic ambitions. Understanding their multi-site structure and the challenges they face will allow you to tailor your responses and show that you’re not just a fit for the role, but also for their business culture and goals.
✨Be Ready to Influence
Since this role involves influencing at ExCo level, prepare to discuss how you've successfully navigated challenging conversations in the past. Think about times when you’ve had to advocate for change or challenge existing processes, and be ready to share those stories to illustrate your capability in this area.
