Performance Improvement Analyst

Curve Group Holdings Ltd
14 Apr 2018
20 Apr 2018
Contract Type
Full Time
Job Title: Performance Improvement Analyst

Location: Dartford

Competitive Salary + benefits

We have a great opportunity for an experienced Performance Improvement Analyst to join our Clients Performance Analyst Team.

Our Client is changing the future of how people interact with financial institutions and retailers. We bring together the best in services-led, software-enabled expertise and innovation. We equip our customers with the innovation strategies, systems, software and services necessary for them to grow and win in a highly interconnected, changing world.

Summary of job

The Performance Improvement Analyst will complete detailed reviews across the customer and product databases to order to identify opportunities to reduce tickets raised for FLM and SLM, improve service quality, reduce the cost of service delivery or improve technical skills in our field operation / support teams.

The Performance Improvement Analyst will 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.

Key Responsibilities

* To provide a technical analysis and risk assessment of new product/s to be supported and maintained
* 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. Ensuring

* All work is clearly defined and documented, the overall delivery schedules, project milestones and dependencies, success and quality criteria
* All project ‘stakeholders’ are identified and sufficiently informed and involved during all stages of projects. To ensure each individual ‘stakeholder’ provides high levels of personal and public support to the project
* Robust project performance against the agreed plan and to initiate ‘remedial’ action (or escalation), when required
* Appropriate and timely project reporting and escalation

* 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

Essential Skills

* Previous experience in a similar position within the Supplier Services sector
* Clear and concise communications, presentation skills and problem solving skills.
* To confidently analyse, report and present findings to relevant internal and stakeholders

More than 90 of the world's top 100 financial institutions and the majority of the top 25 European retailers rely on our IT solutions and services day after day. Building on Connected Commerce, we are leading the way and bridging the physical and digital world of payments to help consumers create a smoother customer experience in an omnichannel world that is constantly changing and where disruptive competition is part of everyday life and expect consumers to be available 24 hours a day, 365 days a year. In a world of opportunity, we are better positioned than ever to make the future successful

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