• Competitive
  • Stirling, Scotland, United Kingdom
  • Permanent, Full time
  • Prudential plc
  • 2019-03-18

Salesforce Operational MI Analyst

  • Full time
  • Stirling, Scotland, United Kingdom
  • 18 Mar 19

Salesforce Operational MI Analyst

We're making a series of significant changes across the Wealth Solutions business of Prudential UK as part of our contribution to make M&G Prudential the best loved and most successful savings and investments business. These changes are part of our strategy to modernise Prudential UK so that we can regain our reputation for innovation and become a truly digital business.

An excellent new opportunity has arisen for a Digital Operations MI Analyst role in Stirling or Edinburgh as part of the MI & Planning team within the Wealth Operations Contact Centre.

This role will be responsible for conducting detailed analyses of operational performance, using varied sources of data. The role is also key in analysing the key factors driving staffing needs and reasons customer contact in order to make recommendations to assist in optimised contact centre performance.

You will be responsible for:
  • Business Analytics -assimilate, analyse, interpret and present complex data to deliver knowledge and accurate insights to the operational leadership team
  • Management Reporting - design and develop MI solutions through to implementation;
  • Maintain and publish standard reports for business operations and people leaders, performing ad hoc analyses as needed
  • Operational design, development and providing recommendations for improvement
  • Planning and forecasting activities - determining and communicating monthly FTE estimates, maintaining the database
  • To work collaboratively with colleagues and take personal accountability to maintain and enhance controls you are responsible for to support improvement of the overall control environment and customers outcomes
To be successful in this role you'll have
  • Experience of working in a contact centre environment, preferably Financial Services on relevant business or data analysis work
  • Excellence in Execution - proactively seeking ways to improve personal and organisational effectiveness to meet current and future business needs
  • Clear Communication Skills - a natural ability to interpret and explain complex information clearly and simply, storytelling using visulation tools with ability to engage with a mix of levels
  • Critical thinking and strong problem-solving abilities
  • Think Strategically - takes a broad view of the business, industry and customer environment to anticipate and plan for the future,
  • Learning Agility - adapting behaviour in response to new information, demonstrating flexibility and swiftly mobilising to meet changing demandsExcellent computer skill proficiency using analytical tools (MS office, particularly Excel; SQL; Python; Salesforce; Data visualisation tools; QlikView; Access; VBA)
  • Techniques in statistical analysis
  • Experience of using workflow tools e.g. Salesforce, Worksmart and telephony systems e.g. Verint/ New Voice Media
At Prudential we work hard to create an environment that enables everyone to flourish and we actively encourage diversity across the business.

We also understand that your working pattern may need to be tailored to suit you - please let us know if you'd like to discuss a flexible working arrangement.

Recruiter: Laura Campbell/ Kelly Chalmers
Location: Stirling/Edinburgh
Closing Date: 29 March 2019