Job Application

Performance & Planning Lead needed by global financial services company to to oversee all SLAs and KPIs, enhancing customers' experience and advancing the business metrics.

The Performance & Planning Lead will:

• Take ownership of the performance and planning dataset for all client-specific business metrics and KPIs, encompassing Service Levels, Backlog management, Productivity Analysis, Capacity Planning, and performance management across various levels.
• Spearhead client SLA enhancement initiatives, providing regular updates to both internal and external stakeholders.
• Take responsibility for maintaining consistent ad-hoc client reporting across the sector, ensuring adherence to policies and standards.
• Coach and develop leadership skills among team members to facilitate team growth and efficient service delivery.
• Take accountability for sector benchmarking and devising top-tier performance strategies.
• Have a deep understanding of root cause analysis and drive remedial action plans to achieve excellence.

• Proven experience in a similar role within financial servces (pensions industry experience hugely advantageous).
• Excellent statistical numeracy and analytical skills.
• Ability to present complex analysis in simple terms to a wide range of audiences.
• Strong understanding and experience of data exploitation (especially Microsoft Excel) including resource and performance modelling.
• Detailed understanding of all MS Products (including Power BI) essential.

Hybrid role. 1 day per week in the Redhill offices. Full spec' available.