OVERVIEW
Work within the optimisation workstream to shape the future experiences of colleagues across contact centres (services and technology) through analysis of existing artefacts and industry best practice. Providing support to the Delivery Lead with-in each CCMP opportunity area.
The Programme is CCMP – Contact Centre Modernisation Programme which relates to what is the biggest contact centre in Europe (DWP). It handles 1.5 mil calls a week.
The role will be hybrid - 2/3 days per week on site based at Manchester Hub.
RESPONSIBILITIES
The Next Generation Contact Centre (NGCC) 'CCMP' is a Programme to in-source a managed contact centre from BT in line with DWP's strategy. The re-source will be 100% utilised on this Programme. Responsibilities will include:
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- Review, evaluate, and manipulate the programme financial model, incorporating any contracted schedules for pricing, KPIs, liabilities, warranties, insurances, as they arise.
- Review and evaluate any bidder financial models submitted during procurement (including an awareness of levers bidders may use to manipulate financial outcome)
- Support any financial treatment related supplier clarifications.
- Support the financial aspects of the ITT evaluation.
- Support the financial aspects during negotiations such as remodelling etc.
- Support the financial aspects of the contract construction e.g. pricing, termination, insurance, exit schedules.
- Analyse the risk of each bidder’s financial status, including production and maintenance of the programme’s FVRA.
- Provide actual and forecasted financial data, including analysis of the actual cost and benefit position and re-forecasting across the lifetime of the project, for inclusion in the Full Business Case.
- Produce Discounted Cash Flows statements, Net Present Value and Benefit Cost Ratio calculations to be contained within the Full Business Case
- Complete Should-Cost modelling and apply sensitivity analysis (3-point estimating) to show the impacts of any change in assumptions.
- Ensure factual financial data is reflected in the business case and establish, as necessary, why any forecasted financial data has not been used or has been adapted by project manager or business case author.
EXPERIENCE
ESSENTIAL QUALIFICATIONS
- CCAB / CIMA qualified or part qualified.
ESSENTIAL SKILLS
- Ability to develop, review, and evaluate financial models, including an understanding of the correct accounting treatment of costs, benefits, and tax as per HMT guidance.
- Prior experience analysing complex (large company / international ownership) financial statements.
- Familiarity with contracted schedules for pricing, KPIs, liabilities, warranties, insurances, etc and their linkage
- Technical expertise in Excel
- Prior experience working in IT transformation / service delivery.
- Previous Central Government experience
- Someone who has written a business case or been involved with finance for Business case and has used green book.
- standard / methodology
DESIRABLE
- Prior experience developing or assuring the financial elements of a Full Business Case
- Relevant market insight, esp. around financial drivers
- Prior experience supporting high value / risk procurements.