Strategy Design & Review Analyst
The Strategy, Analysis and Change department within Nationwide's arrears management function have an exciting opportunity for an individual who is looking to play a key role in driving and delivering improvements to the business through the development and review of our contact strategies, policies and procedures. Reporting to the Service Delivery Manager, this role will be responsible for delivering timely and commercially focused analytics; and for supporting the operational delivery of effective contact strategies through the use of internal and external platforms. The Hiring Manager for this role is James Morgan. The Resourcing Consultant is Tracey Folland
Who we're looking for
As a minimum requirement you'll: •Possess good communication skills both written and verbal •Have excellent understanding of the regulatory environment governing Collections & Recoveries •Have strong influencing and networking skills •Be competent in Microsoft Office packages •Have excellent analytical skills •Have the ability to work with minimal direction •Have the ability to manage time effectively and display strong organisational skills •Have excellent attention to detail It would be nice if you also have: •Experience in outbound contact •Experience of Collections and Recoveries •Advanced Excel skills and ideally ability to work with SQL •Understanding of 3rd party suppliers i.e. BT, Adeptra, Esendex •Experience of cross departmental working within a dynamic and commercially focused operation •Experience and knowledge of the relevant risk, regulatory and legislative framework DPA, ICO, OFCOM regulations, FCA/PRA/LSB regulations and codes, alongside experience of customer and conduct risk.
What you'll be doing
• Support the Service Delivery and Real Time Team Manager in ensuring that our contact strategies targets are met and develop continuous improvements to our contact effectiveness • Develop reporting and provide analysis of trends and performance of campaigns run from all departmental contact tools; set up bespoke/ad hoc reporting and analytics to support champion challenge campaigns/strategies. • Analysis of trends/performance and provide feeds in to continuous commercial improvement of campaigns/strategies across full range of products, risk segments and contact methods • Support the Service Delivery Manager during 3rd party performance reviews. Develop relationships with our 3rd parties, working with them to develop continuous improvements to our contact strategies. • To support resource and capacity plans on a daily basis, recommending adjustments as appropriate to ensure the work plan requirements are met and Service Levels across the operational floor maintained • To provide support to the Service Delivery Manager to ensure continuity of reporting, managing expectations and maintaining business relationships. • Access best practice - internally and externally in order to reduce losses across each product portfolio