Process Improvement Analyst

2 weeks ago

York, United Kingdom TSYS Full time

Every day, Global Payments makes it possible for millions of people to move money between buyers and sellers using our payments solutions for credit, debit, prepaid and merchant services. Our worldwide team helps over 3 million companies, more than 1,300 financial institutions and over 600 million cardholders grow with confidence and achieve amazing results. We are driven by our passion for success and we are proud to deliver best-in-class payment technology and software solutions. Join our dynamic team and make your mark on the payments technology landscape of tomorrow.

Summary of Role:

This vital role revolves around the Assessment of production service performance against client contractual Service Level Agreements including financial remediation. We provision this Information through an extensive range and depth of data analysis and its clarity through visualisation. Ultimately, we bring data to life in a creative way, allowing our customers to make informed business decisions through our proactive insights and analysis. We support our clients by conducting collaborative reviews of data trend analysis, building Trusted Advisor confidence specific to their needs. Throughout this process, we are able to identify opportunities to improve efficiency and productivity by modifying existing processes and workflows, introducing automation, and developing new performance standards and metrics to promote the adoption of industry best practices. This includes support for a wide variety of operational activities. 

What part will you play?

Prepare documents, reports, charts, tables and other visual aids.

Consult with internal and external customers to produce, analyse and present performance reporting for adherence to client service level agreements and other key business reporting areas. 

Develop statistical analysis and subsequent reporting predominantly using data visualisation tools such as Tableau. 

Be responsible to produce monthly Business Review Packs for assigned clients, devising key insights and analysis, ensuring that contractual deadlines are met.

Demonstrate working knowledge of simple to complex Client Subscriber Agreements by performing assessment of client service incidents against contractual SLAs.

Develop a strong understanding of TSYS products and services and their interoperability. 

Ensure that the Service Level Management process and working practices are effective and efficient.

Communicate and present to clients on a regular basis regarding Service Level Agreement conformity and client transactional information, identifying and analysing key trends and anomalies in data. 

Assess and respond to client enquiries through engagement with internal business areas. 

Assist the Sales team when required in support of new and existing client acquisitions. 

Creating ad hoc company performance documentation as and when required. 

Work with Service Delivery Managers to assure that positive/negative trends and incidents are identified and resolved.

Performs data gathering to support root cause analysis and performance trending as directed.

Updates and maintains technical data for records, reports, and documentation to improve process performance in SLA and data analysis. 

Develop an awareness of process improvement concepts, methodologies, tools, and principles by adhering to and/or leveraging established principles, concepts, and methodologies within the department. 

Promotes process improvement and efficiency throughout the organization by assisting with the training and guidance of team members within the functional work areas, as required.

What are we looking for in this role?

Performs data gathering to support root cause analysis and performance trending as directed.

Updates and maintains technical data for records, reports, and documentation to improve process performance in SLA and data analysis.

Experience in banking and or Credit and Debit card transaction processing.

Analytical mind set and comfortable in dealing with & presenting to TSYS external customers.

Interested in data visualisation and analysis with relevant work experience.

Experienced in using data visualisation tools such as Tableau. Ideally comfortable in writing calculated fields, LOD expressions and creating parameters.

Intermediate Excel users with competency in writing formulas.

Experienced in using Google Suite applications. Google App Script familiarity would be a bonus.

Well organised, capable of multitasking with a proficiency in current IT office software. 

Able to manage their time effectively with the ability to deliver to deadlines.

Imaginative, creative thinkers. Proposing alternative ways of working by recommending new solutions to current work practices.

Minimum Qualifications

Bachelor's Degree

Relevant Experience or Degree in: College, University, or equivalent work experience

Related work experience

Preferred Qualifications

Data analytics

Creating reports

Proficient in Excel - able to create formulas, pivot tables, charts

Any use of SQL, C++ or any programming software is a plus

Familiarity with Tableau

Self starter & proactive individual

Able to change focus quickly as the business demands

What are our desired skills and capabilities?

Portray a positive attitude, flexible, multitask orientated.

Ability to communicate effectively with all levels of management

Excellent oral and written presentation skills.

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