MI Manager for Organisational Effectiveness, Workforce Planning.

Working on a confidential, high impact project. Primary task is the design creation and implementation of a bespoke data management solution. Secondary task is to develop, enhance and embed MI reporting packages to suit a wide audience with various requirements and criteria.

To support the Branch Operational Planning Manager in the provision of comprehensive and robust impact assessments for all projects & initiatives affecting the branch network. This is focused on producing resource plans to translate holistic impact assessments into branch specific plans to drive FTE requirements and capacity plans for each of the branches in the Community Bank branch network. Support the wider team to translate FTE demands into operational plans to ensure resource requirements are matched to staffing levels on a regular basis for the Community Bank branch network. Provide insight and informed analysis to assist in the team's drive for continuous improvement.

To provide the business planning team with direction to aid tactical and strategic decisions. Produce and analyse key performance metrics within the contact centres with a focus on value management. This involves analysing information at a granular level and highlighting any risks and opportunity's to drive forward the Retail Contact Centres and aid in decision-making. Creating and Maintaining a Data Warehouse holding Telephony Data from the whole of Retail Mortgage Operations including data not currently accessible by direct means.

Providing call-handling solutions using Definity and Symposium ACD's whilst utilising ICM for cross-site transfer of calls. Delivering an excellent customer experience and assist with the achievement of service and sales objectives.

Responsible for the creation and Administration of over 30 applications spread over 9 Retail Contact Centres totalling over 8000 staff.

Responsible for the Scheduling of Staff Working Patterns. In addition, the Forecasting of call volumes into the Call Centre.

Based in the Credit Cards division, I would handle customer enquiries and applications for new products which came in via the phone.