Insulet Corporation

Senior Operations Business Analyst

Job Locations UK-London | UK-London
Posted Date 2 months ago(1/3/2018 12:35 PM)
Category
Customer Care / Customer Support

Position Summary

This position directly supports the day to day operations of Insulet’s International Customer Care group and will be responsible for managing existing and new processes and serve as a liaison among our Contact Center, the business and IT users, and discovering and implementing continuous improvement opportunities through the analysis of data and project management.  Additionally, the Sr. Operations Business Analyst is responsible for developing and automating reports and dashboards the support the direct business and our distributor/vendor partners.   

           

The ideal team member will have very strong written and oral communication skills with the ability to understand the “ask”, needs, and requirements and be able to propose effective solutions.  Additionally, they must have the ability to learn quickly and be comfortable with getting into the details. This position requires a person with the flexibility to move between routine operations, project, and end-user tasks quickly and seamlessly.

Successful candidate will be able to effectively manage projects with demonstrated collaboration and teamwork with internal and external stakeholders and vendors.

Responsibilities

  • Optimize the process for collecting and analyzing data across multiple systems to provide scheduled and ad hoc reporting to Customer Care.
  • Develop dashboards and reports necessary to support the day to day customer care operations, including development of weekly, monthly and quarterly reporting.
  • Perform ongoing monitoring of process and system improvements against projected business objectives.
  • Develop standardized methods for measuring Customer Care metrics and KPIs.
  • Must have the ability to accurately execute multiple tasks and adhere to strict deadlines in a fast-paced, changing environment.

Education and Experience

  • Bachelor’s Degree and/or equivalent combination of education and experience.
  • 5+ years of experience.
  • Experience translating findings into compelling recommendations, polished deliverables, and actionable programs
  • Experience supporting or working within a Commercial organization, preferably in the pharma, medical device, or any other regulatory controlled
  • Experience with CRM (preferably Salesforce.com) and other call center systems, including workforce management/optimization, quality monitoring, knowledge management, call routing, and reporting.
  • Experience with Business Intelligence Tools, including creating and configuring reports and query tools such as SQL.
  • Proven ability to prioritize, multitask, and manage multiple complex bodies of work in a fast paced work environment
  • Confident, self-aware team player open to receiving/providing feedback to peers and colleagues

Skills/Competencies:

  • Self-sufficient, flexible, and motivated team player capable of managing several activities simultaneously.
  • Ability to work in a deadline focused, dynamic environment, and consistently produce deliverables within agreed upon timelines.
  • Ability to analyze problems and develop solutions.
  • Ability to work across multiple business units with varying processes and requirements.
  • Excellent communication, influencing and negotiating skills are critical.
  • Ability to analyze business processes, design process improvements, and train business users to the new processes.
  • Excellent writing skills. Must have the ability to express strategy, technical knowledge, and processes in easily understood presentations.
  • Positive, results driven, rational, logical, team player.
  • Ability to rapidly learn and take advantage of new concepts, business models, and technologies.
  • Ability to work independently & on multiple projects against deadlines.
  • Perceptive, critical thinker with the ability to solve challenges creatively.

 

Physical Requirements:

  • This position may require travel (domestic and international) to remote partner call centers.

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