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Analytics Manager, Buniness Analysis
Rob Moss
,
Newcastle-under-Lyme, United Kingdom
Experience
Other titles
Skills
I'm offering
A dedicated and enthusiastic operational and insight leader with over 10 years proven experience managing data Insight and analytical teams, operational and administrative functions. My key strengths lie in my ability to transform customer experience by combining digital innovation and customer insight to drive real change, efficiencies and reduce operating costs. Highly analytical with significant experience managing multi site and off shore business functions. Operate collaboratively, engaging people across organisations and working with integrity to achieve shared business goals and leading teams to develop their potential and out perform.
Markets
United Kingdom
Language
English
Fluently
Ready for
Larger project
Ongoing relation / part-time
Full time contractor
Available
My experience
2015 - 2019
job
Risk Strategy Manager, Insight and offshore
Vodafone UK Ltd / Vodafone.
Responsible for management of a large group of Insight analytics (11 FTE) and operational process teams (72 FTE), based both in the UK and India. My remit was to deliver against business critical SLA's, and management of ever changing priorities to ensure customer impacting processes and analytics were delivered within required timescales.
Management, Analytics, Manager, Processes, Process design, Data Analysis, Stakeholder Management, Cost benefit, Cost Optimization and Process Transparency, Project Management, Change management, Sql, Teradata, Database
2011 - 2014
job
Partner Insight Manager
Vodafone UK Ltd / Vodafone.
Responsible for the management of the Partner Insight team of 4 Commercial Analysts. Provided insight for both our internal
sales, Customer Operations, Credit Control, Commercial teams and directly for our external partners, enabling our dealers to manage their Vodafone customer base in line with company strategy and targets.
Provided expert data solutions; maximising efficiency, accuracy and relevance of data, enabling stakeholders to
make the decisions that matter quickly and with complete confidence.
Base reporting, modelling and forecasting to support call scheduling and resource planning.
Creation of reports, forecasts and trackers to model commercial and business scenarios, as part of determining
future strategy and tracking current performance.
Provide Marketing analysis and campaign forecasting/reporting using commercial awareness to advise on feasibility of campaigns.
Designed and implemented a 360 workflow system to manage insight request and prioritise workload cross functional
based on business benefit.
sales, Customer Operations, Credit Control, Commercial teams and directly for our external partners, enabling our dealers to manage their Vodafone customer base in line with company strategy and targets.
Provided expert data solutions; maximising efficiency, accuracy and relevance of data, enabling stakeholders to
make the decisions that matter quickly and with complete confidence.
Base reporting, modelling and forecasting to support call scheduling and resource planning.
Creation of reports, forecasts and trackers to model commercial and business scenarios, as part of determining
future strategy and tracking current performance.
Provide Marketing analysis and campaign forecasting/reporting using commercial awareness to advise on feasibility of campaigns.
Designed and implemented a 360 workflow system to manage insight request and prioritise workload cross functional
based on business benefit.
People management, Change management, Business Optimization, Data Analysis, Analysis, Excel, Reporting, Business Intelligence, Sql, Mysql, Backend
2010 - 2011
job
Commercial Finance Analyst
Phones 4U.
Working for the Direct Business including call centre telesales and web site performance for both the Phones 4u and Dial-a-Phone brands.
• Commercial analysis and production of product performance and margin reports.
• Provided the business with complete insight into the drivers of order conversion through comprehensive analysis and close collaboration with the appropriate functional teams.
• Developed and improved flexible reporting systems that can easily adapt with the changing need of the business.
• Introduced automated daily KPI dashboard summaries to aid key trading decisions. This enabled the Head of Trading
to identify trends and make quick decisions, which resulted in both increased profitability and market share.
• Provided key input into the design and layout of new report requests to ensure stakeholders needs were met.
• Commercial analysis and production of product performance and margin reports.
• Provided the business with complete insight into the drivers of order conversion through comprehensive analysis and close collaboration with the appropriate functional teams.
• Developed and improved flexible reporting systems that can easily adapt with the changing need of the business.
• Introduced automated daily KPI dashboard summaries to aid key trading decisions. This enabled the Head of Trading
to identify trends and make quick decisions, which resulted in both increased profitability and market share.
• Provided key input into the design and layout of new report requests to ensure stakeholders needs were met.
Design, Layout, Finance, Analyst, KPI, Web, Production
2010 - 2010
job
Business Consultant
Vodafone UK Ltd / Vodafone.
Responsible for managing the department stakeholder reporting requirements for 3 business areas. Responsibilities included:
End to end management of the commission calculation and payment process, from initial target setting to payment
sign off.
Working with each area of the business to review reporting requirements, including prioritisation based on financial
benefit and/or customer experience improvements.
Manage the workload of reporting analysts in line with priority.
Report rationalisation / Demand management to ensure no duplication of requests and internal customers can self
serve from existing reporting.
End to end management of the commission calculation and payment process, from initial target setting to payment
sign off.
Working with each area of the business to review reporting requirements, including prioritisation based on financial
benefit and/or customer experience improvements.
Manage the workload of reporting analysts in line with priority.
Report rationalisation / Demand management to ensure no duplication of requests and internal customers can self
serve from existing reporting.
End to end management of the commission calculation and payment process, from initial target setting to payment
sign off.
Working with each area of the business to review reporting requirements, including prioritisation based on financial
benefit and/or customer experience improvements.
Manage the workload of reporting analysts in line with priority.
Report rationalisation / Demand management to ensure no duplication of requests and internal customers can self
serve from existing reporting.
End to end management of the commission calculation and payment process, from initial target setting to payment
sign off.
Working with each area of the business to review reporting requirements, including prioritisation based on financial
benefit and/or customer experience improvements.
Manage the workload of reporting analysts in line with priority.
Report rationalisation / Demand management to ensure no duplication of requests and internal customers can self
serve from existing reporting.
Customer experience, Management
2005 - 2010
job
Senior Business Analyst
Vodafone UK Ltd / Vodafone.
Working for the Consumer business unit, Responsibilities included:
Management of the monthly sales commission production process to calculate the commission payments for 800 +
sales agents over 3 sites.
Drive month end process improvements resulting in efficiency savings.
Liaise with key stakeholders to advise/specify on reporting capability requirements.
Develop new reports and investigations/analysis to meet business requirements using a variety of data reporting
tools
Validation of reports produced by other Analysts in the department to ensure data accuracy and the departmental
standard is constantly achieved.
Provide technical support to Analysts and Business Analysts within the department.
This role required the adherence to strict payroll and project deadlines, which were constantly achieved, whilst maintaining data
accuracy. I delivered 40% reduction in the resource required to complete the month end commission processes.
Management of the monthly sales commission production process to calculate the commission payments for 800 +
sales agents over 3 sites.
Drive month end process improvements resulting in efficiency savings.
Liaise with key stakeholders to advise/specify on reporting capability requirements.
Develop new reports and investigations/analysis to meet business requirements using a variety of data reporting
tools
Validation of reports produced by other Analysts in the department to ensure data accuracy and the departmental
standard is constantly achieved.
Provide technical support to Analysts and Business Analysts within the department.
This role required the adherence to strict payroll and project deadlines, which were constantly achieved, whilst maintaining data
accuracy. I delivered 40% reduction in the resource required to complete the month end commission processes.
Data Analysis, Sql, Business Intelligence, Mysql, Html, Javascript, Software development, Technical project management
2003 - 2005
job
Data Analyst, Customer Relations Department, Singlepoint
4U ltd.
• Analysing and trending Customer complaint data and reporting findings to the senior management team.
• Development of the Agent quality database used by Auditors to score the quality of agent work
• Administrator for several database systems including the complaint logging and call monitoring systems.
• Produce and deliver agent productivity and performance reports for team and department managers.
• Produce weekly reports to be used for complaint feedback into the business
• Provide ad hoc reports when required within a suitable timescale to ensure maximum benefit to the business.
• Development of the Agent quality database used by Auditors to score the quality of agent work
• Administrator for several database systems including the complaint logging and call monitoring systems.
• Produce and deliver agent productivity and performance reports for team and department managers.
• Produce weekly reports to be used for complaint feedback into the business
• Provide ad hoc reports when required within a suitable timescale to ensure maximum benefit to the business.
Database, Management, Analyst, Development, Monitoring, Administrator, Agent
1998 - 2000
job
Assistant Store Manager, Millets and Blacks
unknown.
Manager
1997 - 1998
job
Assistant Store Manager, Motor World
unknown.
Manager
1995 - 1997
job
Department Manager
Shoe Express.
Manager
My education
2009
-
2010
Stoke on Trent College
Diploma, Diploma for IT Practitioners (Software Development)
Diploma, Diploma for IT Practitioners (Software Development)
2007
-
2008
Staffordshire University
Certification, Certificate in Front Line Management – L3
Certification, Certificate in Front Line Management – L3
1995
-
1996
Newcastle under Lyme College
GNVQ, Media and Communication
GNVQ, Media and Communication
1990
-
1995
Clayton High School
Secondary, GCSE Subjects
Secondary, GCSE Subjects
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