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Business Analyst

ID: #16055     Date: 20/11/17

Location England, South West, Bristol, City of
Company Direct Line Insurance Group plc
Salary by agreement
Job type Permanent
Sector(s): IT & Telecoms jobs
Direct Line Insurance Group plc

  • Data Analysis
  • Strong Contact Centre Operational Knowledge
  • Decision making and problem solving skills
  • Strong stakeholder management and communication skills
  • Good planning, organisation and time management skills together with an ability to approach tasks in a logical and methodical manner
  • Strong Microsoft Excel skills

Job responsibilities

  • Support the Business Performance, on behalf of the Director of Telephony Trading, in achieving and exceeding all Operational targets (People, Trading and Call Handling) across all DLG brands for Motor, Home, Rescue, Pet, Travel and Commercial products
  • Lead the identification and delivery of solutions to reduce failure demand and supporting our cost challenges, by engaging across multiple business areas (Category, Operations, Marketing, Underwriting/Pricing)
  • Develop and maintain strong working relationships with matrix partners at all management levels in order to: set joint objectives that are regularly measured and monitored; provide direction and facilitate effective challenges to proposed business change; and ensure minimal disruption to the Operation
  • Use Customer and Operational insight to lead and influence business change across Telephony Trading Operations
  • Develop a strong understanding of external contact centres and insurers, incorporating industry best practice into our business processes, as well as maintaining a robust understanding of FCA and TCF principles and ensuring customer conduct is at the heart of all decision making
  • Maintain a robust and detailed understanding of FCA regulation, Industry insight, and business improvement initiatives to support DLG vision
  • Demonstrate strong knowledge of Operational systems and processes, by identifying opportunities or weaknesses in our current approach and understanding barriers to excellent performance
  • Ensure this Operational knowledge remains up-to-date by becoming a key partner to Contact Centre Management, engaging regularly on an individual and team basis
  • Use data from across the business (competitor analysis, market insight and Pricing data) to improve the statistical validity and efficiency of retrospective performance validation and projected Operational Sales performance, thereby informing performance priorities, improvement plans and enabling senior business leaders (to director level) to make critical business decisions
  • Work collaboratively with other CCO functions to support the delivery of key business projects

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Name    Direct Line Insurance Group plc

Phone  44 1132 920 667

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