Operational Excellence and Reporting Analyst at Britam

Job Purpose

Analysing and identifying trends in Group Operations division which spans all business units and proposing solutions to identified gaps.

Key responsibilities

• Provide objective support to decision making process; 
• Provide monthly recommendations supported by data and demonstrate improvement in performance on statistical basis. Ensure all major decisions related to operations are financially justified;
• Apply Lean Six Sigma tools or other continuous improvement methodologies to complex business processes and implement solutions aimed at providing positive business performance and financial impact;
• Develop, implement, maintain and support service operations analysis and modelling to enable the reporting and analysis of Operations and customer service data;
• Gather detailed information on the operating environment to assist in providing strategic insights and direction on matters relating to customer service and service operations;
• Routinely communicate specific consolidated and operational performance trends using appropriate metrics and suggest key actions and strategic implications to the Operations Division;
• Provide advanced customer analytics support to the various units in Group Operations and generate data-driven insights into customer retention and how to improve customer satisfaction etc
• Provide departmental reports and assist in preparation of management reports and presentations for senior leadership meetings and various strategic committees in Britam;
• Drive statistical analysis, data mining, extensive visualization, graphing and development of new methods of reporting to aid interpret data and analyse results using statistical techniques;
• Project involvement for projects that may require analytical input and/or 
• Develop and update various performance indicators and industry benchmarks and averages;
• Review, understand and internalize Britam’s existing business processes through literature review and stakeholder interviews.
• Review, understand and internalize Britam’s 2016 – 2020 group strategy together with the proposed future state (To-Be) process maps. 
• Revalidate future state process maps against Britam’s 2016 – 2020 group strategy making improvements where necessary.

Knowledge, experience and qualifications required

• Bachelor’s degree in Mathematics, Statistics, operations research or related field 
• 4 - 6 years’ experience in business planning and strategic analysis implementation and review 
• At least 3 - 5 years’ experience as a Business Analyst, on large and complex projects
• Certification in Lean Six-Sigma , Business Process Management or Business Analysis 

Technical/ Functional competencies

• Business data analyst, data analyst and/or systems analysis experience
• Previous data models development or analysis experience – strong knowledge of databases (SQL etc.), ETL frameworks or reporting packages
• Strong analytical skills with the ability to collect, organize, analyse and disseminate significant amount of information with attention to detail and accuracy
• Analytical –highly analytical and ability to challenge status quo based on quantitative facts and impacts; analyses the variance between forecast and actual performance from the business units 
• Report writing-ability
• The ability to conduct cost/benefit analysis
• Problem solving and diagnostic acumen to develop strategic reports
• Defining inputs for business case justification as part of data mining /analysis
• Experience in financial modelling and forecasting.
• Advanced experience in MS office tools including advanced EXCEL

Essential Competencies

• Presenting and Communicating Information - Speaks fluently; expresses opinions, information and key points of an argument clearly; presents effectively; responds quickly to others ‘reactions and feedback during conversations; projects credibility.
• Working with People - Shows respect for the views and contributions of team members; shows empathy; listens, supports and cares for others; consults others and pro-acitvely shares information and expertise with them; builds team spirit and reconciles conflict; adapts to the team and fits in well.
• Adhering to Principles and Values - Upholds and encourages ethical behavior and departmental values; demonstrates integrity; encourages individual responsibility towards the community and the environment; models the organizational values during every day interactions.
• Analyzing - Analyses numerical data and all other sources of information, breaking them into component parts, patterns and relationships; probes for further information or greater understanding of a problem; makes rational judgments from the available information and analysis; demonstrates an understanding of how one issue may be part of a much larger system / process / problem.
• Planning and Organizing - Adheres to and monitors clearly defined objectives; plans activities and projects well in advance and takes account of possible changing circumstances; identifies and organizes resources needed to accomplish tasks; manages time effectively; monitors performance against deadlines and milestones.
• Delivering Results and Meeting Customer Expectations - Focuses on customer needs and satisfaction; sets and models high standards for quality and quantity; monitors and maintains quality and productivity; works in a systematic methodical and orderly way; consistently achieves projects goals.