Description of the role The team is responsible for in-depth process & business improvement analytics, as well as banker development & business operational analytics within the global client support centre.The applicant will be responsible for:Identification of high-level process improvements, operational and banker development needs based on insights gained from voice analytics, operational, telephony & KPI data.
Provide insight using trend identification and analysis through targeted evaluations, analysis of data sets and system upkeep.
Package and deliver key findings and briefings appropriately.Detect areas of development across the business and share findings with stakeholders to enhance client experience, drive continuous business improvement and ensure risk consciousness across the CSC.System configuration and management – category creation and enhancements, build relevant and useful voice analytics scores & categories.Manage automated reports and create ad hoc reports based on data requests or findings that prompt the need for analysis.Collaborate and communicate effectively with stakeholders and team members.Provide feedback to relevant stakeholders on the areas for individual and team development and growth, and feedback to learning facilitators on training gaps identified.Highlight any trends or concerns regarding new or existing business initiatives.
Description of the skill and experience required BCom or relevant business degree completed, preferredMin 2yrs financial or banking industry experience, preferredMin 2yrs in a client service/experience focused role, essentialBusiness intelligence experience, preferredCurrent CSC Process knowledge advantageousStrong analytics capability, adaptable and deadline drivenSound working knowledge of MS Excel.
Investec Culture At Investec we look for dynamic, energetic people filled with tenacity, integrity and out of the ordinary thinking.We value individuals who in turn value our that is, a can-do attitude while challenging convention.Diversity, competency, and flexible leadership are respected in pursuit of the growth of our business.
We are committed to diversity and inclusion when recruiting internally and externally.