Senior Contact Strategy Analyst
Senior Contact Strategy Analyst
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Job Description
As a Senior Contact Strategy Analyst you will be responsible for the effective of all outbound contact campaigns (text / SMS outbound dialler) generated within the Servicing and Collections & Recoveries teams. You will work closely with the Workforce Planning Manager to ensure that campaigns are completed in line with requirements whilst optimising operational resources. Alongside this you will create the data and MI to monitor campaign performance. You will work with Credit Risk and the Operational teams to provide insight into the strategy effectiveness as well as proposing and delivering enhancements.
As a Senior Contact Strategy Analyst we are looking for someone to:
- Deliver and optimise operational contact strategies
- Create MI reporting and conduct regular data analysis by connecting multiple data sources
- Create power BI and excel dashboards that provide high level and detailed performance insight based factors such as accounts position demographic personas time of day/month etc.
- Management of intraday and intramonth strategy
- Manage outbound contact pacing and timing to ensure Operational SLAs and Contact Strategy requirement are met; balancing outbound activity with inbound call spikes working with capacity management colleagues to deliver optimal service levels and right party contacts
- Collaborate with ops teams and credit risk to improve the effectiveness of outbound strategies maximise contactable populations and devise alternative contact strategies for nonresponding segments of the loan book
- Identify create & oversee tactical campaigns to deliver against shortterm strategic goals to optimise loan book performance and minimise potential portfolio risk (e.g. ECL charges ineligibility triggers). Maintain the reputation of the firm and deliver appropriate customer and business outcomes by championing high standards of conduct and delivery
- Ensure adherence to Credit Risk management controls frameworks & parameters (arrears management standards) legal and regulatory rules and relevant conduct policies and procedures.
- Combine the knowledge experience and expertise from the regulated and unregulated businesses to support efficient operating model which delivers market leading and compliant outcomes for customers colleagues and all stakeholders
Qualifications :
Essential
- A detailed understanding and experience of industry standard collections strategies and outbound delivery mechanisms
- An ability to adapt approach quickly (i.e. intraday) in the face of operational realities (e.g. inbound call spikes short term resource challenges) to deliver a consistent strategy
- An ability to work with large data sets and cross reference multiple sources to gain strategic insights
- A solid grounding in data analysis using quantitative analytic tools.
- Relevant coding experience (SQL/R or equivalent)
- Experience with data visualisation software (e.g. Power BI)
- Advanced Excel skills
- Analytical skills to assess todate performance and predict future performance on current trajectory
- Strong knowledge of regulatory guidelines in relation to outbound contact such as OFCOM CONC and MCOB
- Experience of operating in a regulated environment and in delivering operational processes and strategies with due governance and oversight. Strong & relevant financial services industry knowledge within Collections and Recoveries
If you feel you have some of the skills mentioned above but not all please do still apply and we would be happy to have a further discussion with you in regards to your suitability for the role.
Additional Information :
Together embraces diversity and inclusion and are proud to be an equal opportunity workplace. Not only do we welcome difference we celebrate it support it and really value our colleagues for who they are. We are committed to building a team that represents a variety of backgrounds perspectives and skills.
If you feel youd benefit from any support or reasonable adjustments during any stage of the recruitment process please dont hesitate to let us know when completing your application. This information will be picked up by our team so we can try and put steps in place to help you be at your best through this process.
Please note that all successful applicants will undergo relevant employment reference financial and criminal record checks.
Remote Work :
No
Employment Type :
Fulltime
Employment Type
Full-time
