- Lead and manage performance improvement functions, including change management, business analysis, continuous improvement, analytics, service optimization, data performance, and forecasting.
- Oversee SLAs for complaints management, including investigations and authorization of goodwill.
- Assure change and continuous improvement processes.
- Deliver best-in-class scheduling and workforce planning to optimize employee and claimant experiences, maximize productivity, and mitigate risks.
- Analyze and manage contractual and internal MI requirements to continually improve performance.
- Manage and assure all change and continuous improvement initiatives, including governance, impact assessment, innovation, and ongoing delivery.
- Develop collaborative relationships with leadership to assess, test, and roll out performance management initiatives.
- Provide rich insights based on data and analysis to support contract optimization and change initiatives.
- Foster a culture of innovation and encourage staff to embrace change.
- Establish and monitor clear performance and quality targets to identify areas for continuous improvement.
- Collaborate with key stakeholders to shape service evolution.
- Monitor, analyze, and report on FAS delivery against profiles, forecasts, and target performance levels.
- Deliver in-depth analysis using Power BI and other data analytics tools to enable effective management of each functional area.
- An experienced leader with expertise in data analysis using Power BI and Data Analytics.
- Extensive Programme management experience including change, business analysis, continuous improvement, analytics and service optimisation, data performance and forecasting, resource, and planning.
- A cohesive, evidence-based approach to performance optimization.
- Expertise in consolidating various sources of Management Information (MI) to deliver high-quality insights.
- Proven success in optimizing large-scale services for vulnerable customers through intelligence-driven strategies and comprehensive reporting.
- Extensive experience in managing organizational change and driving continuous improvement.
- Proficient in conducting root cause and impact analysis to enhance performance.
- 23 days' holiday (rising to 27) with the opportunity to buy extra leave
- Company matched pension, life assurance, a cycle2work scheme, 15 weeks' fully paid maternity, adoption and shared parental leave, paternity pay of two plenty more
- Voluntary benefits designed to suit your lifestyle – from discounts on retail and socialising, to health & wellbeing, travel and technology
- The opportunity to take a paid day out of the office, volunteering for our charity partners or a cause of your choice
- Access to our Employee Network Groups, which represent every strand of diversity and allow colleagues to connect and learn from each other on an open, inclusive platform
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Head of Performance - London, United Kingdom - Capita
![Capita background](https://contents.bebee.com/companies/gb/capita/background-tXIWE.png)
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Location:
Home-Based - GBR,
United KingdomTime Type:
Full timeContract Type:
Permanent