BI & Data Manager

Recruiter
Capita Managed IT Solutions
Location
West Lutton, UK
Salary
Competitive
Posted
18 Jul 2019
Closes
22 Jul 2019
Ref
1211535651
Contract Type
Permanent
Hours
Full Time
BI & Data ManagerLeeds City Centre£40k - £50k depending on experience + benefitsBecoming a BI & Data Manager with Capita Customer Management:Reporting to the Head of BI and Data, you will have specific accountability for the MI Delivery, design and analysis provision for our clients. Ensuring our clients have an insightful and accurate reporting provision whilst driving continuous improvement within the operation using proven data driven solutions. Responsible for ensuring the governance and management of multiple contractual reporting deadlines across the Capita estate.The aim of this role is to ensure that for the clients owned, the key drivers behind the Client Business Contractual and Efficiency KPI's / measures are understood and the factors driving them are articulated clearly to the business and our clients. This position is also responsible for the Technical Team that maintains the BI Infrastructure. Currently SAP BO4, however the Business is undertaking a major Transformation Imperative which will migrate the BI function onto new Platform; ensuring our business is at the forefront of what is ever becoming an ever more data driven age. What you will do:Oversee delivery of daily, weekly and monthly MI, circa 1,000 reporting outputs per month to the agreed governance process.Leads and advises within internal forums, ensuring the business understands any changes to Client Business drivers and key measures on the control dashboards. Uses business agreed toolkits and products (fact based and interactive dashboards) within client and internal reviews to bring to life and guide the decisions making process.Providing transparency of intelligence at all levels ; develop solutions that show throughout the month the current position against priced targets and the drivers influencing any variance (e.g. people, policy, process).Works with the Senior Leadership Team to uphold the Business Toolkit process and deliver a consultative service on the key revenue and cost drivers. Understands the key levers that directly contribute to the business targets.Owns the MI mechanism and processes that directly supports the relevant commercial reporting requirements.Creates innovative content for new business opportunities. Works with the bid team and client intelligence managers to finalise content. Key input to and member of the bid process.Implement new reporting toolkits that ensure effective utilisation of agents to enhance the Operational Management decision process; supplying real time information where agreed. Proactively delivers solutions and works ahead to a 12 month time frameChair monthly meetings with Senior Portfolio Leads to review prior month voice / back office / webchat / outbound performance and recommend process and data changes to drive contacts and sales.Help design data models to predict customer churn and customer lifetime values using statistical modeling software, for use within inbound / outbound call campaigns. Implements these initiatives in cooperation with the Sales Team and key client contacts. Helps drive the strategy from which change is then generated.Is the knowledge point for all Client System and feed sources ; ensures a clear map of all business data inputs is documented within the data landscape maps and terms of references. Ensures the appropriate landscape is developed that will deliver a timely and secure delivery to the toolkit standards required.Working with the IT Infrastructure teams; suggest and assess the most appropriate product solutions to be deployed (cost v benefit). Creates the discussions enabling ETL solutions that benefit Capita and our ClientsYour experience will include:Qualified by experience (Demonstrate MI process improvements to date within a similar environment and role)Understanding of Call Centre Telephony Platforms e.g. Avaya\Genesis VDN, Skill and Agent calculations (variables and aggregations)Proven Statistical Analysis (use of e.g. minitab or equivalent)Direct Experience in a result driven Information environment e.g. experience of Management Information; Marketing Database analysis and Project Management methodologies.Extensive experience of monitoring & delivery of Business Unit performance KPIs, reports, MI data, dashboards.Experience of large scale change implementation. Understands problem context to deliver an effective solution.On the job experience of advising/guiding clients through process re-engineering of data flows from campaign inception, implementation, measurement and feedbackKnowledge and application of Call Centre Infrastructure - telephony systems and associated data outputsStrong verbal & written communication skills including ability to present at all levelsAdvanced user of MS PBI or Business Objects V4 desirableAbout Capita Customer Management:At Capita Customer Management we provide first-class customer services on behalf of other organisations and companies by phone, email, web and more. Our contact centres are home to thousands of customer service advisors, sales colleagues, collections agents and back office processing staff. Working across 19 contact centres in the UK, India, Poland and South Africa, we pride ourselves on providing exceptional customer service to customers for a range of big name clients like O2, Volkswagen Group, British Gas, RSPCA and William Hill.Customer Management are part of Capita Plc, the UK's leading provider of business process management and integrated professional support service solutions. Through quality solutions, tailored to our customers needs, we've helped countless organisations unlock value and maximise their potential. With access to our range of unique and diverse opportunities, offering real career advancement and progression, we can unlock your potential too.What's in it for you?At Capita, we believe an open, transparent working environment that encourages ingenuity and collaboration - with colleagues, customers and clients - is what makes us so effective at what we do. As well as a generous basic salary, we also give you23day's holiday (rising to 27), company matched pension scheme and access to a variety of voluntary benefit options. These include a share save scheme, life assurance, holiday buy and many more designed to suit your own personal lifestyle, such as retail, health & wellbeing and leisure discounts.You'll be joining a network of some of the most experienced, innovative and dedicated people in the country - the opportunities to learn new skills, develop in your career and grow and as we grow are almost endless. Our mission is to help you realise your potential - whatever that means to you.What we hope you will do next:Help us find out more about you by completing our short application process - click apply now.Capita operates as an equal opportunities employer and we welcome all applications regardless of gender, marital status, sexual orientation, pregnancy, race, colour, ethnic origin, nationality, religion or beliefs, disability, age, political opinions or trade union membership.| Become a Change Maker |

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