Work with our front-line teams, including supply chains and National Accommodation Management Service (NAMS).
What is the purpose of this role?
As Performance Analyst, you will report to the Head of the Regional Service Centre and be responsible for measuring, reporting, and managing performance throughout the Contract. Passionate about continuous improvement and collaboration, the Performance Analyst will be a crucial role in identifying opportunities to improve, influencing change, and increasing customer satisfaction. Work closely with all stakeholders to support the management and mitigation of risk, from the contract level to the individual PPM level.
Support the Workforce Development and Customer Service Manager and Customer and Community Engagement Officers in assessing and selecting properties to receive the Complete Property Service. Support the Performance and Continuous Improvement Coaches in driving positive changes throughout the region to improve performance and customer satisfaction.
Analysis of Move Out data to identify trends of BW raised at move out. Share analysis with NAMS provider to enable Housing Officers to better identify potential issues. Assist with improving Move In Standards and reduction of visits to Service Families Accommodation (SFA) within 12 months of occupancy by analysing jobs raised after Move In and provide insight to the operational teams and supply chains.
Direct the collection of appropriate data to enable effective analysis of cost, performance, and risk to support informed decision making by Amey, Supply Chains, and DIO. Support the analysis of data to identify emerging threats or opportunities from changes to:
Asset Performance.
Performance against agreed KPIs and SLAs;
Operational costs;
Identified risks;
Customer Feedback and satisfaction.
Embrace the benefits of Optimise (Concept Evo CAFM), capturing and analysing actual costs at task and asset level.
What will this role involve?
Technical Responsibilities
Produce and analyse reports that will be used to identify issues and trends which are impacting performance, asset reliability, availability, lived experience, KPIs, and customer satisfaction.
Develop and maintain a regional performance analysis plan that provides a systematic approach to capture data, plan communication with operational and supply chain teams, and outline positive outcomes.
Present analysis to the relevant audience in a focussed and logical format to enable recipients to understand the analysis and make informed decisions.
Assist in reporting on Performance Indicators, Acceptable and Target Levels of Performance across the contract to ensure they are achieved within our contractual timescales.
Ensure that the Company objectives are continuously being met by ensuring routine activities are completed, audited, and reported in the prescribed manner.
Analyse complaints, customer and stakeholder feedback to identify trends and provide insight to the Operational, Supply Chain, and Billable Works (BW) teams to inform change and improve the lived experience.
Monitor supply chain resource against their resource plan liaising with them to ensure supply chain resource is in place to meet demand.
Manage and monitor the Balanced scorecard, providing regular and ad hoc real-time reports.
Ensure that Asset data is presented appropriately to allow interrogation at all levels from the Strategic planning through to Operational delivery.
Support performance and development of the region by providing accurate data enabling optimal solutions to customer and contractual requirements.
Ensure compliance with GDPR and security processes.
People Responsibilities
Act with honesty and integrity, treating others with respect, seeking consensus and collaboration when appropriate.
Be an advocate of Future Defence Infrastructure Systems methodology supporting the operational and supply chain teams to be agile and adapt to a rapidly changing environment.
Be passionate about collaboration by demonstrating a 'Partnering Approach' with Defence Infrastructure Organisation and the Supply Chain delivery organisations.
Encourage agility through a sound data capture strategy and be innovative in seeking new ways to articulate the ever-changing delivery environment.
Develop and maintain collaborative relationships with DIO and other stakeholders to provide professional and technical data and analysis using statistics and modelling tools and techniques, to achieve work winning outcomes which translate into additional revenue from projects, targeted PPM delivery through RCM, and an enhanced end user experience.
Pro-actively manage all works by driving excellence through clear and effective communication and direction, appropriate delegation, and sound decision making.
Create the environment in which individuals are responsible and accountable for their actions and perform at their best and realise their full potential.
Engage with Supply Chain managers on a regular basis to drive performance.
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