Loading...

Operational Performance & MI Manager

 

Salary: £30,194 to £37,743 + Pension + 25 days holiday
 
Location: Working from home during Covid & thereafter Bradford with flexible/remote working arrangements

 


Purpose of The Role:

 

You will lead the development of and shape the overall data architecture roadmap to prioritise MI development and initiatives to meet overall needs of Developer Services

Facilitate, co-ordinate and develop long-range data driven change strategies. Integrate and consolidate data sources to provide quality data feeds and work collaboratively with others across Developer Services the wider Yorkshire Water teams and key third parties to design database architecture to prioritise and resolve data quality issues.

 

Create of MI Dashboards to support the effective and efficient management of workflows and inventory providing insight and guidance on areas for internal and customer continuous improvement opportunities.


What Will The Role Involve:

 

•    To act as subject matter expert, advising, supporting, and developing MI for the Developer Services teams to drive effective and efficient operations for colleagues and customers. 


•    To ensure the accurate provision of all Customer Service and Operational related data


•    To use real time and historic performance data to understand and prioritise service levels across DS and identify performance issues and make recommendations for changes to operational activities. 


•    Provide support to Team Managers with added value reporting to supplement agent performance reports. 


•    Work closely with IT and Telephony teams to ensure changes are made, implemented, and communicated. 


•    Lead, develop and coach the team to make use of MI to drive continuous improvement.


•    Work to support the delivery of business plan and manpower models across the DS teams.


•    Report by exception against any variance to contact and work volume forecasts and provide insight to ensure continuous improvement.


•    Work with key stakeholders to recommend resource plans and solutions.  


•    To support DS in managing and deploying agile (flexible) resources where and when they are required to deliver business objectives.


•    To demonstrate real time knowledge of customer contact activity and communicate effectively to enable the DS team to make informed decisions regarding prioritisation and resource coordination.


    
What Key Skills & Experience Are We Looking for:


•    Experience of working within an operational service delivery function. 


•    Strong data analysis background with extensive experience across multiple different MI and BI projects. Must have good attention to detail and experience of identifying and resolving data quality issues quickly


•    Able to define MI, BI data, or system objectives by analysing operational, Customer and end-user requirements; envisioning system features and functionality and building sustainable solutions


•    Extensive practical experience using a variety of different MI and BI platforms, tools, and techniques (e.g. Advanced Excel, Power BI, Business Objects, SAP BW, etc).


•    Experience of managing and leading a team with a proven track record of driving sustainable performance against challenging business targets.


•    To understand and interpret data and convert this into meaningful conclusions and actions

 

If you feel this opportunity is suitable and you match the skills required, then please apply online and complete the application process. If you could also, please upload an up to date copy of your CV and cover letter outlining which role you wish to be considered for.
 

 
Advert End Date: Thursday 24th June 2021

 

What's in it for you?

 

Career enhancement and development, colleague well-being and a genuinely positive work experience for all are key priorities. We are continuously evolving and improving our ways of working and you will support us in achieving our vision of 'taking responsibility for the water environment for good'.

If you feel this opportunity is suitable and you match the skills required, then please apply on line and complete the application process.

Kelda Group reserve the right to close this position before the published closing date, should the need occur. We therefore advise that you complete and submit your application as soon as possible.

 

If successful for the role, you will be required to undergo a Basic Disclosure Check, through a Third Party Company prior to commencing employment.

 

All our roles are subject to a medical questionnaire, and further medicals when required

 

The Kelda Group provides water and sewerage services to domestic and business customers across the UK, managing the following subsidiary companies: - 

Yorkshire Water, is the main subsidiary company providing water and sewerage services to 4.7 million people and 130,000 businesses in the Yorkshire region. Its activities are regulated by the Water Services Regulation Authority, Ofwat
Loop Customer Management Ltd specialises in delivering customer service support to Yorkshire Water that includes billing, debt recovery and incident management. Employing more than 600 people, Loop have built up an impressive list of industry awards and achievements since being created in 2000 and is currently listed in the Sunday Times Top 100 list as being one of the best companies to work for.

Kelda Water Services (KWS) manages Kelda's non-regulated water and waste water contract operations. It is now the second biggest player in the UK market for outsourced clean and waste water services.

Kelda Water Services Retail offer quality, integrity and partnership but it is never just about the technologies behind our solutions in water. It is about the structure, delivery and even the financing of those solutions, and about giving our customers a level of convenience they never knew was possible.

KeyLand Developments Limited (KeyLand Developments) is responsible for managing, developing and disposing of the group's surplus property assets, either on its own or in partnership with outside organisations.

Kelda Group values equality, diversity and inclusion we believe that everyone should be treated with respect. We welcome applications from all individuals, regardless of gender, marital status, parental status, sexual orientation, race, colour, ethnic or national origin, disability, age, religion or belief and trade union membership.

Kelda Group reserve the right to close this position before the published closing date, should the need occur. We therefore advise that you complete and submit your application as soon as possible.

 

 
 

 

What's in it for you?

Career enhancement and development, colleague well-being and a genuinely positive work experience for all are key priorities. We are continuously evolving and improving our ways of working and you will support us in achieving our vision of 'taking responsibility for the water environment for good'.

If you feel this opportunity is suitable and you match the skills required, then please apply on line and complete the application process.

Kelda Group reserve the right to close this position before the published closing date, should the need occur. We therefore advise that you complete and submit your application as soon as possible.

The Kelda Group provides water and sewerage services to domestic and business customers across the UK, managing the following subsidiary companies: - 

Yorkshire Water, is the main subsidiary company providing water and sewerage services to 4.7 million people and 130,000 businesses in the Yorkshire region. Its activities are regulated by the Water Services Regulation Authority, Ofwat Loop Customer Management Ltd specialises in delivering customer service support to Yorkshire Water that includes billing, debt recovery and incident management. Employing more than 600 people, Loop have built up an impressive list of industry awards and achievements since being created in 2000 and is currently listed in the Sunday Times Top 100 list as being one of the best companies to work for.

Kelda Water Services (KWS) manages Kelda's non-regulated water and waste water contract operations. It is now the second biggest player in the UK market for outsourced clean and waste water services.

Kelda Water Services Retail offer quality, integrity and partnership but it is never just about the technologies behind our solutions in water. It is about the structure, delivery and even the financing of those solutions, and about giving our customers a level of convenience they never knew was possible.

KeyLand Developments Limited (KeyLand Developments) is responsible for managing, developing and disposing of the group's surplus property assets, either on its own or in partnership with outside organisations.

Kelda Group values equality, diversity and inclusion we believe that everyone should be treated with respect. We welcome applications from all individuals, regardless of gender, marital status, parental status, sexual orientation, race, colour, ethnic or national origin, disability, age, religion or belief and trade union membership.

Kelda Group reserve the right to close this position before the published closing date, should the need occur. We therefore advise that you complete and submit your application as soon as possible.

Operational Performance & MI Manager