Daniel Keeshan Email & Phone Number

Bradford, Gb

Shipley, England, United Kingdom

Shipley

Leading a team of two analysts to deliver resource forecasting and planning in an OMNI channel, multi-site, 100 seat customer service centre. Creating and maintaining forecasts which range from long term for budgeting purposes down to intraday planning. Interpreting data and inputs from a wide range of sources plus financial frameworks to model demand.Delivering timely and accurate management information and analysis to drive performance, continuous improvement and enhanced customer experience. Agreeing KPI’s for business areas and monitoring performance to them as well as delivering analysis to support service delivery. Developing new reports as required to meet customer’s needs across multiple levels of the operation. First line responsibility for the centres telephony technology platform ensuring continuity of service, administration of the platform and first line diagnostic of technical faults.

Shipley, West Yorkshire & London

Delivering timely and accurate management information and analysis to drive performance, continuous improvement and enhanced customer experience. Agreeing KPI’s for business areas and monitoring performance to them as well as delivering analysis to support service delivery. Developing new reports as required to meet customer’s needs across multiple levels of the operation.

Crossflatts

Key responsibilities include:Creating resource and demand forecasts for telephony, back office and support functions for a financial services operation. This is inclusive of forecasts from longer term for budgeting purposes down to intraday.Detailed analysis of data from multiple sources to understand forecast variances, trends and issues. Revising forecasts in accordance with analysis and feedback/discussion with stakeholders.Reducing the assumptions in forecast models to increase the accuracy of output. This includes track and forecasting impacts of considerations such as: shrinkage's, attrition and productivityThis was a newly created role I stepped into. At the outset I created ground up propensity based forecast models for multiple back office business areas and accuracy reporting suite.

Crossflatts

Key Responsibilities included:Delivering accurate and timely management information for a financial services mortgage back office operation of circa 80 FTE. This includes a management team of six team managers.Carrying out insightful analysis, using a range of statistical techniques in order to drive performance and continuous improvement. Setting quarterly targets for the business heads management team, to assist the business head deliver against KPI's. Analysis and feedback of performance to the set targets.Measuring realised benefits in FTE requirement post implementation of business improvements. Developing new reports as required to meet customer needs. This includes the full redesign of the weekly reporting pack across all teams. As a part of this I streamlined the number of reporting metrics significantly to make the reporting clearer and have more focus. I have experience of a number of statistical analysis techniques and implemented new metrics to better drive stability and performance.

Crossflatts

Key responsibilities included: Coaching and auditing front line staff according to documented processes and checking for conformance. Interpreting performance MI and working with the team manager to identify coaching and conformance checking requirements.Identifying and implementing business improvement opportunities. Post implementation measuring the benefits against projection. In this role I was required to interpret daily, weekly and monthly MI and discuss with the team manager. I was attached to a designated team for a period of time and then "rotated" periodically to a new team. As a result an ability to deal with change and quickly build relationships was key. I gained a thorough understanding of six sigma, continuous improvement and lean in service methodology. I find this knowledge invaluable to this day in my current role and my previous one as a performance MI analyst.