Senior Operations Analyst
- Recruiter
- Experian
- Location
- Nottingham
- Salary
- Competitive
- Posted
- 21 Jul 2017
- Closes
- 07 Aug 2017
- Sectors
- Accountancy
- Contract Type
- Permanent
- Hours
- Full Time
Senior Insight & Analytics Manager required by Experian for a permanent position based in Nottingham for the UK & Ireland Service function.
As the Senior Insight and Analytics Manager you will have overall UK&I responsibility for complaint root cause analysis, executive complaint reporting and Financial Ombudsman Service (FOS) relationship/case management. You will be ensuring that there is a feedback loop between complaints handling and the actions required (across all businesses) to learn from them and prevent them re-occurring. You will be responsible for engaging with key stakeholders to build and develop productive and collaborative internal/external customer relationships.
Engaging with multiple senior stakeholders to influence, challenge and understand their needs and priorities and being able to translate complex issues into meaningful, insightful problem statements is essential to this role. Your role will be instrumental in giving oversight of complaint resolution for customer journeys, ensuring full root cause analysis and best practice solutions are highlighted.
As the successful candidate you will also be involved in the production of Executive level MI reporting, change management, team management and engagement, adherence to any regulatory requirements and conducting corrective action where non-compliance is identified. You will also support key customer issues initiatives, the Consumer Governance Board and other regular forums by providing complaints insight and relevant customer journeys.
Responsibilities:
Upskilling and continually increasing capability of the departmentBuilding professional and engaging relationships with their colleagues and external stakeholdersPro-actively supporting customer centric service and processesManaging and reducing regulatory risks (Knowledge of FCA, ICO, FOS)Supporting adherence to DISPDriving and supporting each of the Service family strategic objectivesProven ability to build relationships with and influence stakeholders outside of the teamWorking knowledge of Experian policies applicable to new startersWorking knowledge of Experian's Leadership and People StandardsKnowledge of current Experian productsKnowledge of TCF cultureKnowledge of Governance policy and practice and HSA policyKnowledge of complaints processes including FOS and ICO complaints process
Requirements:
Proven ability to work under significant time constraints whilst delivering quality outputsLead departmental personal development and encourage industry level expertise as a standard, be proactive in seeking out professional feedback to enhance performanceDevelop an understanding of end to end functions outside of own area in order to consider the impact of their work in the context of complaints
Seek to emulate best practice drawn from external and internal sourcesCommunicate effectively- Orally and in writing to managers and stakeholders Budget management- Thrive under challenging resource constraints whilst providing high quality outputDevise and implement strategy for how Complaints Analytics can drive customer centric improvements across ExperianProactive in identifying and communicating revenue generating and cost saving opportunities
Benefits
Here at Experian, we believe that great work deserves great rewards. In return for your ideas, commitment and ambition, we'll give you a very competitive base salary and a range of benefits as soon as you join.
On top of your base salary, we offer:
Performance related bonus scheme25 days' annual leave (plus the ability to purchase 5 additional days)Generous contributory pensionOpportunity to buy shares with the company share-save schemeLife assuranceRetail discount schemes3 Community involvement days per annumWe also work with our colleagues to understand their long term career aspirations to ensure they have the career development and growth they need to achieve these goals. Through personalised career objectives and performance plans, we open up conversations on progression whether this is achieved through mentoring and coaching or classroom learning environments, we offer rewarding ways in which to learn.
About Experian
Any unsolicited submissions from agencies will be accepted as a direct application from the candidate and no fees will be payable.
We are the leading global information services company, providing data and analytical tools to our clients around the world. We help businesses to manage credit risk, prevent fraud, target marketing offers and automate decision making. We also help people to check their credit report and credit score, and protect against identity theft. In 2015, we were named by Forbes magazine as one of the 'World's Most Innovative Companies'.
We employ approximately 17,000 people in 37 countries and our corporate headquarters are in Dublin, Ireland, with operational headquarters in Nottingham, UK; California, US; and S??o Paulo, Brazil.
Experian plc is listed on the London Stock Exchange (EXPN) and is a constituent of the FTSE 100 index. Total revenue for the year ended 31 March 2016 was US$4.6 billion.
To find out more about our company, please visit or watch our documentary, "Inside Experian."
Salary: . Date posted: 21/07/2017
As the Senior Insight and Analytics Manager you will have overall UK&I responsibility for complaint root cause analysis, executive complaint reporting and Financial Ombudsman Service (FOS) relationship/case management. You will be ensuring that there is a feedback loop between complaints handling and the actions required (across all businesses) to learn from them and prevent them re-occurring. You will be responsible for engaging with key stakeholders to build and develop productive and collaborative internal/external customer relationships.
Engaging with multiple senior stakeholders to influence, challenge and understand their needs and priorities and being able to translate complex issues into meaningful, insightful problem statements is essential to this role. Your role will be instrumental in giving oversight of complaint resolution for customer journeys, ensuring full root cause analysis and best practice solutions are highlighted.
As the successful candidate you will also be involved in the production of Executive level MI reporting, change management, team management and engagement, adherence to any regulatory requirements and conducting corrective action where non-compliance is identified. You will also support key customer issues initiatives, the Consumer Governance Board and other regular forums by providing complaints insight and relevant customer journeys.
Responsibilities:
Upskilling and continually increasing capability of the departmentBuilding professional and engaging relationships with their colleagues and external stakeholdersPro-actively supporting customer centric service and processesManaging and reducing regulatory risks (Knowledge of FCA, ICO, FOS)Supporting adherence to DISPDriving and supporting each of the Service family strategic objectivesProven ability to build relationships with and influence stakeholders outside of the teamWorking knowledge of Experian policies applicable to new startersWorking knowledge of Experian's Leadership and People StandardsKnowledge of current Experian productsKnowledge of TCF cultureKnowledge of Governance policy and practice and HSA policyKnowledge of complaints processes including FOS and ICO complaints process
Requirements:
Proven ability to work under significant time constraints whilst delivering quality outputsLead departmental personal development and encourage industry level expertise as a standard, be proactive in seeking out professional feedback to enhance performanceDevelop an understanding of end to end functions outside of own area in order to consider the impact of their work in the context of complaints
Seek to emulate best practice drawn from external and internal sourcesCommunicate effectively- Orally and in writing to managers and stakeholders Budget management- Thrive under challenging resource constraints whilst providing high quality outputDevise and implement strategy for how Complaints Analytics can drive customer centric improvements across ExperianProactive in identifying and communicating revenue generating and cost saving opportunities
Benefits
Here at Experian, we believe that great work deserves great rewards. In return for your ideas, commitment and ambition, we'll give you a very competitive base salary and a range of benefits as soon as you join.
On top of your base salary, we offer:
Performance related bonus scheme25 days' annual leave (plus the ability to purchase 5 additional days)Generous contributory pensionOpportunity to buy shares with the company share-save schemeLife assuranceRetail discount schemes3 Community involvement days per annumWe also work with our colleagues to understand their long term career aspirations to ensure they have the career development and growth they need to achieve these goals. Through personalised career objectives and performance plans, we open up conversations on progression whether this is achieved through mentoring and coaching or classroom learning environments, we offer rewarding ways in which to learn.
About Experian
Any unsolicited submissions from agencies will be accepted as a direct application from the candidate and no fees will be payable.
We are the leading global information services company, providing data and analytical tools to our clients around the world. We help businesses to manage credit risk, prevent fraud, target marketing offers and automate decision making. We also help people to check their credit report and credit score, and protect against identity theft. In 2015, we were named by Forbes magazine as one of the 'World's Most Innovative Companies'.
We employ approximately 17,000 people in 37 countries and our corporate headquarters are in Dublin, Ireland, with operational headquarters in Nottingham, UK; California, US; and S??o Paulo, Brazil.
Experian plc is listed on the London Stock Exchange (EXPN) and is a constituent of the FTSE 100 index. Total revenue for the year ended 31 March 2016 was US$4.6 billion.
To find out more about our company, please visit or watch our documentary, "Inside Experian."
Salary: . Date posted: 21/07/2017