Performance Analyst SQL Python

3 weeks ago


Manchester, United Kingdom First Central Services Full time

We’re First Central Insurance & Technology Group (First Central for short), an innovative, market-leading insurance company. Data drives us. It fuels our outstanding distribution, finance, technology and legal services. Our underwriting skills built on data expertise; But, it’s the people inside and outside our business that power us. They make us stand out, help us succeed. Do you have a passion for data and advanced knowledge of Microsoft Excel ? Do you come from a contact centre background and looking for your next step? We’re looking for a Performance Analyst to join our Performance team in either our Salford Quays, Manchester or Haywards Heath, West Sussex offices.
In this role you’ll utilise data and insights to drive performance in our operating teams. This will cover a wide range of key deliverables such as customer centricity, productivity, quality and cost.
We’re all about people and we’re passionate about continuous improvement, so you’ll support the Performance Analysis Manager (PAM) with regular reporting and action planning to continually progress our methods and team knowledge.
Contact Centre Experience – ideally in a Sales, Service or Renewals environment
Strong Data Analysis and interpretation skills
Advanced Microsoft Excel knowledge
Working closely with our operational teams to develop and deliver data led performance discussion and tracking, aligned to individual and department wide objectives
Utilise numerous data sources to develop deep insights into operational performance across the balanced scorecard and regular reporting against KPIs/SLAs
Support the PAM with delivery of clear frontline performance metrics aligned to business targets and objectives
Analysis of performance trends to identify performance variation, opportunities and risks
Present and visualise analysis so that it can be clearly understood and adds value to the business
Support the PAM in sessions with operational managers to highlight risks and opportunities, identify actions and track progress (Plan, Do, Check, Act)
Work with the operational teams to make recommendations to drive step changes in performance, following this through to delivery
Support the PAM with month and quarter end performance reporting and commentaries
Support the PAM in completing mid and end of year appraisal analysis and performance distributions
Support the wider Performance team as appropriate, leveraging skills and capabilities to respond to business needs
Comply with the requirements, and act in accordance with, the Group Code of Conduct and Fitness and Propriety policies at all times
Ensure compliance with Company Policies, Values and guidelines and other relevant standards/ regulations at all times
Proven experience of data mining, transformation, synthesis and reporting
Proven experience of using data and insights to drive operational performance
Excellent knowledge of motor sales and claims processes, and awareness of the key levers for cost, quality, time and effort
Experience of using data and insights to lead performance discussions and formulating recommendations for improvement
Understanding of Service Level Agreements and Key Performance Indicators (KPIs)
Understanding of variation analysis to isolate cohorts of differing performance
Advanced level use of MS Office applications
Ability to present and visualise data to a high quality and adapt for wide range of audience
Problem solving skills and ability to think creatively to overcome data challenges
Ability to communicate risks and issues at all levels of the organisation
Champions the recognition of great performance
A flexible approach and positive attitude
Speaks with facts and data, not opinion
We’re happy to discuss flexible working during the recruitment process.
As part of our Women in Finance Charter pledge, we've committed to having 30% of women in leadership roles by the end of 2023.
Simply Health Cash plan. Reclaim the cost of your eye tests, dental, physiotherapy and more
Flexible Bank Holidays
Eight flexible bank holidays; Electric Car Scheme
Plug into our Electric Car Scheme for a deal with insurance, road tax and servicing
Flexible Working
We’re flexible; most roles let you mix office and home working.


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