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Business Performance Improvement Manager
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VN-14886
Permanent
Cardiff or Hove
£34,800 - £50,000
20 November 2019
We are currently seeking an experienced Business Performance Manager to be based in our Cardiff or Hove location.
Understand the holistic, medium to long term, requirements of the business and interpret these into meaningful business plans to support stakeholders in decision the making process
Deliver strategic plans across supported areas within L&G, by Co-ordinating with all business areas, agreeing resource prioritisation to deliver optimal benefit delivery and highlight risks to delivery of companies financial and strategic objectives
Build and leverage a network of contacts that enable prompt visibility of future projects and ensure greater accuracy of forecasts. Build and maintain relationships with stakeholders across the business
Working with Business Transformation leadership to deliver and champion industry-leading processes/technologies to improve operational efficiency and customer outcomes in the contact centers
Supporting the company in achieving its customer, service and financial objectives
Manage multiple workloads across site and business functions
Deliver automation, standardisation and best practice across the team
Liaising with heads, SDMs, team leaders, operatives and third parties to gather information and resolve issues
Maintaining up-to-date knowledge of industry developments and best practice
Analyse complex data to provide strategic insight
Coordinating staff recruitment and training
Forecasting and analysing data against budget figures on a weekly and/or monthly basis
Support and cover Operational Planning manager in BAU activities such as co-ordinating team and workload, liasing with stakeholders, etc.
Develop the teams skill set to adhere to the strategic roadmap
Manage and lead the planning team to ensure high levels of engagement and continued professional development to empower them to add value to the business
FTE tracking and data accuracy (across Planning, Finance and HR)
Create business cases/plans based on data to advise stakeholders how to achieve business goals
Understand and enhance telephony (VR & Call routing)
Actively participate in the achievement of the Operational Planning mission statement: ‘Foster an efficient environment where engaged people deliver superior service
EG Technical skills to an advanced level are a core requirement
Understanding the workflow end to end journey through the business and its varying systems and how these can communicate and collaborate with eg and other workflow systems
Articulating the workflow journey through process maps, eg process maps and relevant visual representations, linking the processes to steps within eg
Forecasting techniques - Be able to 'manual' forecast (using advanced excel and Erlang models); the ability to model forecasts derived from historic data and statistics generated from disparate operating platforms (WFM, ACD, CRM etc) is essential
Customer Contact Channels - Understanding of load balancing and blending of contact center resource across front and back office business functions
Technology / Systems - An expert in Contact Centre technologies e.g. QMAX, CMS, Avaya, EG, Call routing, ACD functionality, reporting etc.
PC skills - Advanced excel, power point and Access usage.
Communication - Effective, concise and professional communication and presentation skills. Ability to tailor complex information to the appropriate level for an audience in order to gain buy in to proposals or concepts
Logical / methodical approach - Analytical and logical thinker with the ability to apply creative solutions to achieve a desired outcome
Customer Focus - Ensure that the customer journeys are understood and options are provided to the Contact Centre Management team to continually enhance the customer experience
Attention to Detail - Strong attention to detail and technical proficiency in extracting prerequisite date from disparate internal systems
Whatever your role, we reward ability, performance and attitude with a package that looks after all the things that are important to you. Our employees have a wide range of benefits including a generous pension scheme, life assurance, 27 days' holiday,private medical insurance, performance related bonuses, a variety of share schemes, discounts at both a huge range of high street stores and our own great products, your hard work will be rewarded when you join us.
For further information, please contact Rachel.Varney@landg.com
About L&G
Working here is about being there for our customers; we’re available should the worst happen and we work together to enable social and financial equality across the UK. But it’s also about you –how you develop and what you can achieve. We’ll help your talent thrive in an environment where you’ll be supported to work flexibly and autonomously, sharing in our success and rewarded for a great performance with a generous benefits package.
About the business area
At Legal & General Insurance we look after our customers throughout life, death and everything in between so that you know that everything that’s important to you is protected. With over 180 years’ experience in providing Insurance policies, our customers trust us to be there and to do the right thing.
We are an equal opportunities employer and welcome applications from all suitably qualified persons regardless of their race, sex, disability, religion/belief, sexual orientation, gender identity or age.