Process Analyst

Process Analyst required for a 12 month contract (likely to be long term) Remote working currently but will be based in Farnborough long term. Rates up to £31.55 per hour umbrella (inside of IR35)

The role is responsible for governing, monitoring, analysing and managing the effectiveness, development and ongoing enhancement of all aspects of UK Customer Service systems and processes, including ICS Controls and Operational Risks.

Key responsibilities:

• Identifying, supporting and implementing business enhancements
• Reviewing and analysing the current systems and processes ensuring that they are fit for purpose.
• Being the key contact for all system and process changes, managing both internal and external key stakeholders, managing testing, training, change management and implementation (with the wider CIC Governance team where appropriate).
• Identifying and managing process and procedure changes following changes or reviews to create the most efficient way to work.
• Implementing regulatory changes and risk management changes to processes and procedures. Developing a robust communication and training plan for any changes.
• Working with relevant SMEs, maintaining, understanding and updating the department procedures and user guides ensuring these reflect current practice and adhere to company policies and the wider Munich process landscape;
• Actively monitoring the adherence to KPIs and SLAs with the department managers to ensure process adherence. Work collectively with the department managers to identify and implement any necessary changes to mitigate non adherence / non-performance relating to process inefficiencies / effectiveness;
• Embrace the process improvement programme, and other innovation initiatives, to identify and implement improved ways of working. This should be utilised to improve business processes and enhance our Customer Service levels.

Experience required:

• Lean Six Sigma qualification and experience. (highly beneficial)
• Track record of successfully delivering business improvement and change
• Customer Service Experience and knowledge of end to end customer process is desirable. Excellent data analysis and analytical skills.
• Natural curiosity to interrogate data / processes / tasks to support root cause analysis.
• Experienced at communicating clearly and concisely.

This role is to start ASAP and will pay £24 + HP PAYE or £31.55 umbrella per hour (inside of IR35)

Networkers acts as an employment agency for permanent recruitment and employment business for the supply of temporary workers and is part of Gattaca Plc.

Gattaca Plc provides support services to Networkers and may assist with processing your application.