Business Improvement Analyst at Old Mutual

Job Description

• As a Business Improvement Analyst, your primary role is to Investigate, analyse, document, and coordinate activities within business and/or operational processes, which will improve customer service, reduce cost, and increase efficiency to address business requirements needed to optimise the business.

KEY RESULT AREAS

• Communication and coordination with stakeholders; this includes internal and external stakeholders.
• Report on all incidents and investigate route causes and trends 
• Supports the identification of improvement opportunities by providing relevant data and data analysis.
• Responsible for documenting process changes/new process design and measuring process compliance within the business.
• Investigates and performs business needs analysis and root cause issues analysis with key stakeholder and evaluate and identify solutions.
• Lead Change Management activities between OM Bank and the Contact Centre
• Manage day to day JIRA activities reporting
• Escalate JIRA tickets from Contact Centre to OM Bank and ensure completion
• Manage backlog of new requirements from the Contact Centre onto JIRA

ROLE REQUIREMENTS 

• Bachelors Degree (preferable) - IT and Operations specialisation
• 5+ years of experience in Operational role
• Strong understanding of Contact Centre Operations (including 1st and 2nd line support)
• Strong understanding of Contact Centre technologies including CRM, Telephony and Chat
• Ideal exposure to Salesforce and Amazon Connect but not critical
• Strong understanding of incident management tools (e.g. Service Now, JIRA, ZenDesk)
• Strong understanding of Contact Centre case management
• Proven track record of meeting SLAs
• Proven track record of implementing automation tools providing proactive alert management, reporting and insights.
• Financial Services (Preferable but not limiting)