The role will focus particularly on deep-dive analysis of the Customer Service/Acquisitions functions, which operate closely together. Acquisitions undertake the initial manual review of applications (where auto-triage has failed) and manage customer follow-ups for documents and information.

This role will be required to work collaboratively with client team members from CS/Acquisitions and operational support to identify and implement process improvements.

You will have worked "in the trenches" of contact centres and operational environments, understanding the day-to-day realities while also being able to think strategically about transformation. You combine operational expertise with analytical rigor and have a reputation for getting things done.

Key Focus Areas:

Detailed process analysis and review to identify process improvement opportunities (technology enablement/automation of secondary focus) and recommend a plan to implement them:

1. Process baselines, including process mapping and defining metrics, including inputs and outputs

2. Process analysis and review, including activities, drivers, FTE allocation

3. Identification of improvement opportunities (using lean / BPR thinking to assess opportunities for process efficiency and effectiveness enhancement (e.g. removal of waste, elimination of unnecessary process steps, policy change, structure change and flattening etc)

4.



Preparation of a high level plan to capture opportunities.

Key Deliverables (for CS/Acquisitions)

1. Process baselines, including mapping, analysis and review

2. Key opportunities (list and prioritisation)

3. Implementation plan (including considerations, advantages target)

Skills and experience required

· Hands-on experience in customer service/contact centre operations and acquisition/onboarding processes with proven track record as an experienced 'gun' who absolutely knows and understands contact centres, operations management, metrics, and tricks of the trade.

· Experience with metrics and performance management and process improvement in operational environments.

· Pragmatic delivery focus - demonstrated ability to deliver tangible operational improvements, not just recommendations

· Self-starter, problem solver –someone who will be productive quickly and both get the outputs delivered on time but also show initiative in asking probing questions.

· Process Mapping, Excel and PowerPoint

· Financial services (preferred not required)