Job Purpose

• Analyze, research and communicate critical pieces of WFM information across the business units and in support of the WFM team. This information must be in line with best practice principles and metrics. The role requires a data led approach to identify and implement optimization opportunities within the business to drive improved performance from our human and capital assets.

Responsibilities

• Design and Conceptualization
• Design and develop reporting frameworks that aid in Strategic analysis for Business Process optimization.
• Identify and build automation of reports.
• Design, builds and maintains dashboards.
• Insights and Reporting
• Prepare and coordinate the completion of various data and analytics reports.
• Timeous and meaningful, accurate reporting as per OLA.
• Report on granular information types; compare datasets to identify anomalies and outliers and raise this with the WFM team and Operations.
• Monitor and advise on metric deviations.
• Customer Experience Strategy
• Perform analyses that contribute to the understanding of the needs and expectations of different customer segments and make recommendations with a potential impact on the CXE strategy.
• Provide real insight into business questions with pro-active recommendations on decisions and future analytical projects.
• Assist the strategic planner and other WFM team members with data requirements and analytical insights with opportunities for performance improvements.
• Data Collection and Analysis
• Conduct research using primary data sources and select information needed for the analysis of key themes and trends.
• Improvement / Innovation
• Use a data led approach and identify opportunities for process optimization through the Lean Six Sigma model.
• Document, implement, maintain or recommend operating methods to improve data processing, distribution, data flow, collection and database procedures.
• Define future data migration requirements, gathering, validating and documenting data requirements.
• Operational Compliance
• Develop knowledge and understanding of Performance Based Remuneration (PBR) and the organization’s policies and procedures and of relevant regulatory codes and codes of conduct to ensure own work adheres to those standards. Obtain authorization from a supervisor or manager for any exceptions from mandatory procedure.
• Project and Program Stakeholder Engagement
• Maintain relationship with GIT and work with IT to use their expertise to help deliver on the business agenda.
• Facilitate engagement sessions with business to convince them or sell the proposed concept with factual and analytical insight.
• Deliver analytical insights to a senior audience with the intention of supporting the strategy.
• Personal Capability Building
• Develop own capabilities by participating in assessment and development planning activities as well as formal and informal training and coaching; gain or maintain external professional accreditation where relevant to improve performance and fulfill personal potential. Maintain an in-depth understanding of technology, external regulation, and industry best practices through ongoing education, attending conferences, and reading specialist media.

Education

• Bachelor of Commerce/Information Technology or equivalent (Essential); Lean Six Sigma Green Belt Certification (Advantageous);  BSc in Maths/Stats or Information Technology, Finance or a related field; BSc Hons (Advantageous)  (Required)

Experience

• 3 or more years experience in Advanced Analytics and MI experience (Essential);
• Data management experience including use of tools such as; Qlikview, Power BI and similar (Essential);
• Experience in the financial services industry (Advantageous).