Business Analyst - Remote - £450 - 3 months
Business Analyst - Remote - £450 - 3 months
The location of the role is remote.
The pay rate on offer is £450 per day.
The duration is 3 months initially.
The client is an iconic, multinational high-street retailer.
Summary
As part of a HR Transformation programme there is a need to review the service delivery model (SDM) for HR Shared Services.
We are looking for a Business Analyst to join the Service Delivery Model workstream to support on the activity to operationalise our future op model and end to end processes across HR, line managers and colleagues. We are moving to a self-service offer and driving tier 0 as much as possible and our model needs to change and adapt in order to land this brilliantly. The BA will play a key role in developing scenarios to support our self-service offer both at go live, during hypercare and beyond.
This role will also develop a tool we can use ongoing (post programme) to manage the FTE across the model ensuring that the business case is realised and protected.
Key responsibilities
- Establish baseline data (historic incoming activity) for HR Shared Service utilising the following data:
- Volume data (calls, emails, helpdesk cases)
- Process efficiency data (what will change with the transformation through automation)
- Undertake process timing exercise to determine median timings for future tasks
- Model a number of scenarios based to deliver the SDM based on introducing self-service and Tier 0
Key experience
- HR / HR Shared Services experience
- Experience in delivering Service Delivery Model/Op Model scenario activity previously
- Ability to model FTE requirements based on anticipated volumes and time to undertake activity
- Good numerical skills - modelling/visualisation tools experience preferred
- Experience in working across contact centres so understands concepts such as shrinkage, channels, operational measures
- Strong presentation skills and bringing the numbers to life through engaging material relevant to audience
