Business Process Analyst Remote
Amber
Full Time
Remote
34000 GBP ANNUAL Today
Job description
Description
Amber is an award winning, fast-growing, vibrant business on a mission to fix utilities, save the planet and make people happy. We are an entrepreneurial business solving problems in the utility industry, currently going through an exciting phase of rapid and transformational growth.
The Business Process Analyst will play a key part in supporting our transformation programme. They will review our end to end operational processes ensuring that a continuous improvement culture in everything we do.
A key element of the role is to implement and manage a Knowledge Management System (KMS) for front line teams to effectively resolve customer queries and complete operational processes effectively. To that end, you will need to be a proficient analytical and conceptual thinking with the ability to translate complex processes into standard operating procedures and work instructions whilst challenging the status quo where appropriate.
You will be responsible for measuring and reporting on the adoption of the procedures undertaking quality checks as required and building a governance framework for the KMS to ensure that it remains relevant.
The role holder will work closely with the Head of Billing and Debt and Contact Centre Manager to identify opportunities for improvement by reviewing MI, completing root cause analysis and analysis of risks identified through the business controls framework and support key change projects that are identified as a result. This includes developing engaging briefing material to support training and internal and external comms.
What will you be doing?
- Own, develop and evaluate business processes, anticipating requirements, uncovering areas for improvement and developing/implementing solutions.
- Build a roadmap of required procedures across all areas for review working closely with stakeholders to understand current pain points and opportunities for optimisation
- Work closely with our Tech team to explore automation and digital solutions
- Conduct root cause analysis creating a closed loop feedback process to drive improvement
- Support the Head of Depts to develop training materials and communications which enable team members to be successful
- Develop the KMS including governance mechanisms ensuring reviews and continuous improvement is a key theme
- Analyse internal and external data including Customer Satisfaction & Net Promoter data, quality assurance data, complaints and contact driver trends to develop rectification plans
- Build and maintain management information relevant to the key deliverables of this role
- Develop and manage a quality framework that drives a step change in operational excellence
What does good look like?
Essential
- Experience of establishing business controls framework in an operational context
- Experience of establishing an effective knowledge management system
- Experience of developing and managing quality assurance frameworks in a customer operation
- Excellent verbal and written communication skills
- Ability to use own initiative, under pressure to tight timescales
- Forward thinking and flexible
- Exceptional stakeholder management
- Analytical modelling, business process reengineering and forecasting to assess opportunities for change
- IT literate in MS Office, particularly Word, Excel and Outlook
- Ability to manage multiple competing priorities, and work effectively under the pressure of time constraints in a fast-paced, collaborative environment
- Track record of root cause analysis
Desirable
- Experience of using Confluence
- A working understanding of project management principles
- Experience of using Salesforce
- Experience of working with Property clients
- Experience of the utilities industry
Why choose Amber?
Joining an incredible group of people, all on a journey to save the planet, why not? But really… the biggest reason people choose stay at Amber is down to our culture. We have a friendly, informal and relaxed culture, where you are encouraged to bring your true self to work day in, day out. We offer a flexible working environment meaning, you can work where, when and how you want to. We focus on output above everything else. Aside from this, we do also have our competitive benefits package… and not forgetting that we do have an unbeatable view from our Cardiff City Centre office, featuring a fully stocked bar, pool table and lots of plants!
- Private medical care
- Birthday day off
- Income protection
- Monthly, quarterly and annual social events! Click here to view more on our trip away for Amberfest!
- Enhanced primary and secondary caregiver scheme
- Loyalty vouchers
Here at Amber, we see diversity and inclusivity as a priority and we are always looking for individuals who bring something different to the team. We are an equal opportunity employer and we welcome applications from all backgrounds. We use blind sifting at application stage to support this, meaning your details are anonymised aside from your work and educational experiences.
About Amber
Amber grew from the belief that the utilities industry was ready for change. That businesses being overcharged and underserved by their consultants deserved better.
So we dedicated ourselves to providing a genuine alternative - and set about becoming a partner businesses could trust to look after their best interests.
Amber
www.amberlp.com
La Porte, United States
Raymond Shrum
$5 to $25 million (USD)
201 to 500 Employees
Company - Public
Construction
1991
