Performance Analyst - BPO / SSC (FTC - 12 Months)

At Informa Global Support , we’re about connecting businesses and professionals with knowledge. From cutting-edge research to specialist digital demand, our reach is extensive. We’re the power behind a range of fantastic brands such as FAN EXPO, Omdia, World of Concrete and many more. Through cutting edge research we’re here to champion specialists by helping people learn more, know more and do more.

As those businesses grow and develop, so will the opportunities for you to grow and develop within Informa Global Support. We’re passionate about building for the future - and want your future to be with us. Because we know you’re hungry to expand your skills by embracing new experiences. And all the while you’ll be supported by a community of talented and like-minded colleagues, where openness is encouraged and a can-do attitude is the norm.

The Performance Analyst - BPO / SSC (a.k.a. internally as Contract Analyst ) is responsible for managing the day-to-day relationship with our Business Process Outsourcing service provider within the Shared Services Centre. This will be achieved through managing operational escalations between teams and monitoring the day-to-day operations to ensure that all core activities are performed within SLA and all KPIs are met.

The Contract Analyst is expected to assume the following key responsibilities plus any other reasonable duties as required:

• Report regularly to GBS Leadership on BPO KPI’s and financial performance and ensure the team complies with its overall delivery and quality metrics
• Collaborate with Global Process Owners, Regional Delivery Leads and Capgemini BPO Management to manage Service Level Agreements.
• Support outsourced teams with training and development opportunities to fulfill their role responsibilities and to enhance team performance.
• Responding to and resolving issues and escalations related to partner activity, or performance.
• Owning and maintaining our contract, ensuring any change requests are completed in an accurate and timely manner whilst exploring opportunities throughout the contract lifecycle to reduce cost.
• FTE tracking and monitoring to ensure that offshore teams are appropriately resourced
• Ownership of Desktop Procedures (DTP’s); ensuring that all documentation is complete and up to date and has been reviewed and signed-off by relevant leads
• Implementing cross-functional corrective action plans to help guide and support underperforming teams
• Accurately tracking, reconciling and reporting of BPO run costs and reconciliation and validation of quarterly service credits/adjustments
• Tracking and monitoring of BPO leavers and joiners and access management
• Owning BPO continuous improvement projects and leading updates for the leadership team and Exec stakeholders on progress
• Helping define targets, KPIs and goals for the team, and prioritising own goals

Essential:

• Working experience in a similar or related BPO and/or SSC Contract Analyst role
• Knowledge of working in a global Shared Services business environment with sound understanding of M&As, global processes and transactional flows
• A track record of continuous professional and management development to personal skillset

Desirable:

• Recognised professional Chartered-Accountancy qualification (e.g. CIMA, ACCA, ACA, CTA)
• Knowledge of dealing with mergers, acquisitions & disposals
• Knowledge and/or certification in Lean, Six Sigma or other Continuous Improvement methodologies

Employee experience is very important to us at Informa . On top of joining a supportive, diverse and ambitious team that welcomes all types of candidates. We are also flexible with different working patterns and prioritize promotions internally.

Our benefits include:

• Learning and development plan to assist with your career development
• 25 days annual leave, 4 days for volunteering and a day off for your birthday!
• Competitive Benefits
• Work with high quality specialist products
• Bright and friendly staff who are all “expert’s experts” and additional training and development for helping you achieve your career aspiration
• Share-Match options - become a shareholder
• Regular social events and networking opportunities

We know that sometimes the 'perfect candidate' doesn't exist, and that people can be put off applying for a job if they don't fit all the requirements. If you're excited about working for us and have most of the skills or experience we're looking for, please go ahead and apply. You could be just what we need! We believe strongly in the value of diversity and creating supportive, inclusive environments where our colleagues can succeed. As such, Informa is proud to be an Equal Opportunity Employer. We do not discriminate on the basis of race, colour, ancestry, national origin, religion, or religious creed, mental or physical disability, medical condition, genetic information, sex (including pregnancy, childbirth, and related medical conditions), sexual orientation, gender identity, gender expression, age, marital status, citizenship, or other protected characteristics under local law.

See how Informa handles your personal data when you apply for a job: