Operational Performance Analyst

A fabulous opportunity to work for one of our prestigious, iconic clients who is currently going through an exciting period of change and growth. Effectively transforming their business to becoming completely online. Interacting with customers via internet, app, IVR and other digital systems and therefore require an experienced full time (37hrs) Operational Performance Analyst. They currently help over 55,000 customers and are seeking a highly analytic, proactive team member, that will be in charge of evaluating and benchmarking the performance of operational activities, systems and outcomes.

As a Operational Performance Analyst, you will develop and monitor performance measurement frameworks such as KPI’s, objectives and other operational needs. You will be responsible for the development and implementation of performance metrics to advance operational efficiency, as well as assessing and recommending improvements of current operational programmes to the Customer Operations Manager.

Main duties and responsibilities;

• Responsible for identifying areas of improvements and concerns in operational areas and provide appropriate strategies for resolution to the Customer Operations Manager
• Responsible for the growth and implementation of performance metrics to improve operational efficiency
• Responsible for the analysis of operational problems to identify the root causes and recommend corrective actions
• Monitor operational performance metrics and provide Customer Operations Manager with detailed performance management data to support bonus/incentives schemes
• Review operational incidents/activity to identify areas of improvements and integrate best practice standards across all operational shifts
Requirements;
• Lean/Six Sigma & Root Cause Analysis (RCA) experience desirable but not compulsory
• Bachelor’s degree or equivalent in a business-related subject or suitable experience in a similar role
• Strong IT skills to produce detailed reports, dashboards and graphs
• Working knowledge of performance metric analysis and reporting
• Strong networking skills and an ability to achieve outcomes. A team player who contributes beyond the immediate functional responsibility

Benefits
Free parking
Newly refurbished offices
Onsite gym
Local government pension
Excellent holiday and benefit packet