Your duties will include, but are not limited to: Development of a concise operational review pack focused on a data led approach to reporting SLA performance reporting to give insightful commentary and status for each service line. Including follow-up action tracking with both Hub and Agency teams Engaging with agency teams and the Hub team to create a robust and executable dialogue on service development by leveraging the M&C Support ticketing escalation pathway reporting Become a trusted member of the Hub finance leadership team Core focus areas: Operational reporting and data collection (50%): Development and publication of monthly metrics into Hub performance and end to end business process performance Track, monitor and report on SLA performance Manage the live status reporting of M&C Support ticketing across all service lines and quality tracking Hub efficient and quality of delivery reporting. Highlight opportunities to improve Escalation pathway (20%): Manage the escalation pathway, ensuring that all escalation issues are captured in the ticketing system and status is reported Escalation follow up to ensure closure is based on both specific issue resolution and underlying root cause is identified and appropriate remediation actions to process, training tracked and completed Drive agenda of improvement agenda enabling the local agency teams to feel heard and improvement to be delivered Drive improvement initiatives across the hub team and highlight those areas where improvement is needed in the local agency teams Continuous improvement focus (20%): Coaching of the team, supporting the supervisors, to deliver improved quality. Ensuring executed process tasks reflect process documents Member of the Hub finance leadership team (10%): Join team meetings and become a trusted member of the team Support the finance supervisors with team development and training awareness Skills & Experience: Minimum 3-4 years post-articles experience Shared Service experience Qualification: Degree Connect with us on

Your duties will include, but are not limited to: Development of a concise operational review pack focused on a data led approach to reporting SLA performance reporting to give insightful commentary and status for each service line. Including follow up action tracking with both Hub and Agency teams Engaging with agency teams and the Hub team to create a robust and executable dialogue on service development by leveraging the M&C Support ticketing escalation pathway reporting Become a trusted member of the Hub finance leadership team Core focus areas: Operational reporting and data collection (50%): Development and publication of monthly metrics into Hub performance and end to end business process performance Track, monitor and report on SLA performance Manage the live status reporting of M&C Support ticketing across all service lines and quality tracking Hub efficient and quality of delivery reporting. Highlight opportunities to improve Escalation pathway (20%): Manage the escalation pathway, ensuring that all escalation issues are captured in the ticketing system and status is reported Escalation follow up to ensure closure is based on both specific issue resolution and underlying root cause is identified and appropriate remediation actions to process, training tracked and completed Drive agenda of improvement enabling the local agency teams to feel heard and improvement to be delivered Drive improvement initiatives across the hub team and highlight those areas where improvement is needed in the local agency teams Continuous improvement focus (20%): Coaching of the team, supporting the supervisors, to deliver improved quality. Ensuring executed process tasks reflect process documents Member of the Hub finance leadership team (10%): Join team meetings and become a trusted member of the team Support the finance supervisors with team development and training awareness. Skills & Experience: Minimum 3-4 years post-articles experience Shared Service experience Qualification: Degree Connect with us on