Performance Management Analyst

Expiring today

14 Apr 2018
20 Apr 2018
Contract Type
Full Time
Job Title: Performance Management Analyst
Reports To: Performance Manager
Business Unit: Personal Independence Payments (PIP)
Location: Fort Dunlop, Birmingham
Salary: 23k - 24k
Closing Date: 5pm Monday 23rd April

Key Purpose:

On behalf of the Department of Work and Pensions (DWP), Capita PIP runs the managed service contract for the provision of Personal Independence Payment (PIP) Assessment Services across two lot programmes covering Wales, NI and Central England.
This role sits within the Performance Management Team which is part of a wider multi-displinary team covering Capacity Planning, MI, Scheduling & Contractor Management.
The job holder will be based in Fort Dunlop Birmingham. You will be responsible for monitoring the end-to-end process and providing real time analysis of the contractual SLAs, making recommendations to the Operational Management Team to optimise resources to achieve performance targets. You will identify constraints and bottlenecks and make recommendations to improve processes.

Dimensions / Key Accountabilities:

• Monitoring and escalating outstanding tasks in the workflow process before they
approach SLA / trigger levels
• Monitor call centre SLAs and escalate breaches or potential breaches
• Escalate impending SLA breaches (internal and external) to Senior Management
• Advise and address any task that is approaching its due date / time
• Proactively manage outstanding tasks
• Understand Work in Progress and drive improvements and efficiencies to ensure SLA’s
are achieved
• Make recommendations to the Operational Teams to improve performance
• Produce and distribute appropriate MI through CRM, Excel etc
• Identify and understand trends in referral volumes and operational performance
• Provide analysis and recommendations of where the Operation is, with regard to
contractual KPI and Service Level obligations
• Identify potential issues and take a proactive approach to resolve
• Strive to improve performance by identifying and documenting process improvements
for consideration

Knowledge and Experience:

• The ability to provide real-time service monitoring within an operational
• Knowledge of telephony/CRM systems
• Proven experience of working collaboratively across different teams.
• Ability to present bad news, proactively and influence decision making.
• Can organise and prioritise tasks effectively
• Able to think laterally to consider options which will optimise the requirements of
the business
• Experience of Management information and reporting tools
• Excellent attention to detail.
• Ability to work in a pressurised, changing environment
• Microsoft office, advanced excel (pivot tables, VLOOKUP, VBA etc..)

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