Productivity Reporting Analyst
CommInsure is a division of Wealth Management, offering a range of life insurance, superannuation, retirement income, investment and general insurance products. CommInsure conducts business through a number of legal entities including, Colonial Mutual Life Assurance Society Limited and Colonial Insurance Limited.
The Superannuation Investments Operations (SIS) (SI) business is a provider of niche superannuation and investment products. We provide superannuation, retirement and investment solutions largely within a life insurance company structure. This structure enables us to deliver products with certain guarantees and beneficial tax treatment that only all life insurance company can provide. The SI line of business is a part of CommInsure, which has been looking after the financial security of Australia for over 135 years when The Colonial Mutual Life Assurance Society Limited was formed The early products were Whole of Life products, which provides fund to dependents upon death of the income earner. Today, SI is made up of over 250 different personal super, investment and traditional products many of which came under the CommInsure umbrella from past amalgamations and acquisitions including Commonwealth Financial Service, Prudential, Legal General and St Andrews. These products contribute about 50% of CommInsure's annual profit. SI service our 2.5 million customers with call centre and administrative services.
The role
Based at SOP, in the role of Productivity Reporting Analyst, you will analyse the performance of the Administration function, and provide insightful commentary to Managers. You will also work with the business to develop reporting and KPI's that meet the changing needs of the business, and drive focus towards key areas of concern, or objectives. Specifically, this will entail:
• Communicate performance issues to the Admin Team Managers and Managers.
• Provide strategic recommendations to senior management based on effective use of data.
• Provide updates on administration performance to senior management team, identify trends and
suggest recommendations for daily and future planning.
• Complete performance commentary on a variety of management and board reports.
• Develop strong working relationships with key business stakeholders within SIS, SI and broader CommInsure.
• Update visual performance displays.
• Act as a CIA Specialist and actively promote and demonstrate commitment to building a continuous improvement culture in the team and the wider business.
• Assist the senior leadership team by maintaining accurate FTE Contractor tracking reports.
• Develop an in-depth understanding of the Key Metrics, and assist the Operations Manager Administration and Administration Managers drive these in the business.
• Assist the Administration Manager by attending daily admin management huddles.
• Assist the Administration Manager to foster a high performance team culture to reach the Group's vision.
• Fulfil the duties of the Operations Manager Administration in their absence, including but not limited to (if required);
o Making decisions regarding allocation of contact centre resources
o Assigning work to other analysts
o Providing coaching and feedback
o Attending meetings
People Outcomes
• Encourage customer-centric commercial behaviour through the effective use of structure, system, symbols and personal behaviour.
• Consistently display behaviours that encourage productive working relationships and a strong performance culture.
• Pro-active development of skills to perform current duties competently and for future career progression.
• Support a fair, challenging and rewarding workplace.
• Act as a role model by consistently displaying leadership behaviours that encourage productive working relationships and a strong performance culture.
• Advise your manager of performance related issues escalated to you.
To be successful in the role you will have:
• Ability to interact with all levels of the business
• Ability to multitask and work on a variety of tasks with tight deadlines
• Strong organisation and planning skills
• Effective time management skills
• Ability to work within a dynamic team environment
• Positive Attitude; Initiative; Motivation.
• Ability to effectively manage stakeholder expectations and working relationships to ensure the timely delivery of business outcomes
• Customer and solution focused
• Knowledge of Contact Centre and Administration measures
• A high level of PC literacy - MS Excel, MS PowerPoint, MS Word
• Advanced analytical skills and attention to detail
• Advanced verbal and written communication skills
• Knowledge of Super and Investment Services products, systems and processes
• Experience using SIS systems including - Cflow Business Objects
• Ability to work autonomously
• Sound knowledge of Super and Investment (Colonial Commonwealth) products, systems and processes
• Highly developed cognitive and interpersonal skills
• Sound knowledge of Super and Investment (Colonial Commonwealth) products, systems and processes
• 3+ years in a senior fund administrator role/contact centre/demonstrated potential to move into a leadership role.
• Previous Superannuation/Life Insurance and or investment products experience.
• Performance management experience.
• Knowledge of coaching concepts and methodology.
• Knowledge of PE concepts and methodology
In turn, we will offer a very attractive salary, benefits and a great work/life balance.
Advertised:
10 Sep 2013 Aus. Eastern Standard Time
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