Service Reporting and Data Insights - Journey Expert, Chapter Lead (BB-CED52)

Found in: Neuvoo AU

The purpose of the Enterprise Enablement Tribe is to work with and support the Business and Technology Domains in ensuring that the IT services are aligned to the business needs and actively support them, by understanding roadmap and develop designs for new services, monitor, manage and inform the domains on the overall service health and performance, and billing of the services consumed, including asset risk management and governance for critical banking service. We are responding faster to changing customer requirements, focusing on the things that matter the most, energising our people, eliminating waste and reducing bureaucracy. We have an exciting opportunity for a Journey Expert Chapter Lead to lead the Service Forensic and Insights squad which is part of the Enterprise Enablement Tribe - a key reporting and insights area for the enterprise within the Technology Operations Domain. A Journey Expert Chapter Lead (JECL) has a deep understanding of service and performance reporting within Banking and Finance. In addition, the JECL will be responsible for growing the squad to deliver increased capability though new technologies and growth in this area. What might a day in the life look like? Manage demand and operationalise Enterprise Service and Performance reporting. Creating new standardised views, adding and innovating current reports and dashboards to meet customer demand. Accountable for the quality of Service and performance reporting; ensuring future demand from growth and projects is understood and rolled out with ease Effectively build capability in the Service Forensics squad, including recruitment, mentoring, training, target setting and performance assessment Inspire, mentor, coach and develop the team to allow greater consumption and growth of our services. Presenting themes, data and insights to Executive, Senior and Mid-level management, making recommendations using data lead decisioning. Accountable for the governance, transparency and reporting of delivery and rollout plans. Maintaining and responsibility a central view of the demand pipeline. Working with different business units, assisting stakeholders to understand reporting requirements Provide key inputs into setting technologies overall service performance KPIs. What will be in your toolkit? Strong analytical skills, Gather, analyse and report data to support recommendations & drive decision making Good understanding of the ITIL framework or relevant ITIL qualification Good expertise Service Management and Service Delivery Proven experience in Agile Delivery methodology i.e. SAFe (Scaled Agile Framework) Ease in developing and managing operational relationships with internal stakeholders and third party suppliers A passion around delivering high quality service and insights reporting Experience in BI reporting technologies Apply Lean IT and Agile principles to process development. Strong communication skills, both written and oral to communicate service analysis outcomes, with the ability to facilitate workshops with stakeholder groups Who are you? A team player You know we only win if we all win. You recognise and value the different perspectives and skills your colleagues bring. It is not about being a hero but jumping in and contributing to the successful delivery of the teams mission The customers biggest fan You demonstrate a thirst for better understanding the customer and define the problem and develop solutions through their eyes Comfortable being uncomfortable You are comfortable with uncertainty and have the ability to effectively manage yourself through ambiguity and change Continuous improvement junkie You constructively challenge the status quo, look for better ways to do things and passionately advocate continuous improvement Committed to your own and others growth You strive to stretch and grow yourself and others by identifying your own development areas, seeking feedback and providing feedback to others to help them learn and grow everyday A problem solver You are energised by tackling complex problems and use critical thinking, your network, skills, knowledge, and available data to drive better outcomes for our customers and the bank Risk savvy You build sustainable solutions that protect customers, stakeholders and the community What you bring to the Enterprise Enablement domain Demonstrable experience in one or more of the following areas Experienced in with SQL, VBA and manipulating / analysing large datasets and/or building and using QlikSense platform or other similar data visualisation tools Experience with Service Management/ITIL preferable A passion for Service Improvement through Data Analytics Skilled in ETL and data preparation technologies Obsessed with delivering high quality services Experience and fluent in Agile mythology - Scaled Agile Framework (SAFe) Previous experience as a Team Lead or demonstrable experience in leading virtual teams Service Management or support in a large-scale and diverse environment of incident management, escalation procedures and related disciplines Excellent leadership and people management skills Excellent written and verbal communication skills Willingness to support and mentor junior staff Excellent customer facing/customer service skills Able to work under pressure and meet deadlines Excellent organisational skills Able to manage sensitive and sometimes confidential information Self-motivation and able to take responsibility Able to manage and prioritise and tasks and time efficiently Able to demonstrate initiative and a proactive approach to daily task Competencies Customer focus Demonstrates in-depth customer insights and acts as an advocate, enhancing the customer experience by challenging and encouraging others to put the customer first Continuous Improvement & Change Maintains commitment to change; engages with others to gain buy-in and act as an advocate for continuous improvement. Proactively identifies, support and drive opportunities for change Problem Solving Extensive problem solving toolkit. Broad range of visualisation techniques covering scope, progress, culture, goal, etc. Team culture, energy building and agile ceremonies. Market/Industry Knowledge Strong awareness of banking and finance industry trends and threats (technology, products, regulatory environment, competitors, innovations) Understanding of current and prospective customer needs and expectations Influence & Relationship Building Fosters all networks and leverages an understanding of others behaviour to adapt influencing style and approach to effectively collaborate, build relationships & maximise impact

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