Business Process Analyst

Your duties will include, but are not limited to :

Development of a concise operational review pack focused on a data led approach to reporting

SLA performance reporting to give insightful commentary and status for each service line. Including follow-up action tracking with both Hub and Agency teams

Engaging with agency teams and the Hub team to create a robust and executable dialogue on service development by leveraging the M&C Support ticketing escalation pathway reporting

Become a trusted member of the Hub finance leadership team

Core focus areas :

Operational reporting and data collection (50%) :

Development and publication of monthly metrics into Hub performance and end to end business process performance

Track, monitor and report on SLA performance

Manage the live status reporting of M&C Support ticketing across all service lines and quality tracking

Hub efficient and quality of delivery reporting. Highlight opportunities to improve

Escalation pathway (20%) :

Manage the escalation pathway, ensuring that all escalation issues are captured in the ticketing system and status is reported

Escalation follow up to ensure closure is based on both specific issue resolution and underlying root cause is identified and appropriate remediation actions to process, training tracked and completed

Drive agenda of improvement agenda enabling the local agency teams to feel heard and improvement to be delivered

Drive improvement initiatives across the hub team and highlight those areas where improvement is needed in the local agency teams

Continuous improvement focus (20%) :

Coaching of the team, supporting the supervisors, to deliver improved quality. Ensuring executed process tasks reflect process documents

Member of the Hub finance leadership team (10%) :

Join team meetings and become a trusted member of the team

Support the finance supervisors with team development and training awareness

Skills & Experience :

Minimum 3-4 years post-articles experience

Shared Service experience

Qualification : Degree

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