Job Description
As a key member of our team, you will be responsible for delivering high-quality reports that inform strategic planning and decision-making. Your primary focus will be on ensuring timely and accurate data distribution to relevant stakeholders.
This role requires strong analytical skills, with the ability to model and analyze complex data sets. You must also have excellent collaboration skills, able to influence without authority and work effectively in a matrix organization.
Your responsibilities will include leading the consolidated service performance review of all GBS centers and processes globally, facilitating monthly performance reviews, and supporting the design and build of automated reporting and dashboards.
You will also be responsible for enabling fact-based decision-making when it comes to timing and changes in the GBS roadmap. This will involve working closely with Global Process Leads to develop measurement and reporting mechanisms for operational and financial metrics.
Key Responsibilities:
* Lead the consolidated service performance review of all GBS centers and processes globally.
* Facilitate monthly performance reviews to discuss process performance, identify issues and improvement actions.
* Support, design and build automated reporting and dashboards to track business performance metrics.
* Enable fact-based decision-making when it comes to timing and changes in the GBS roadmap.
* In collaboration with Global Process Leads develop measurement and reporting mechanisms for appropriate operational and financial metrics (KPIs, SLAs, etc.) to be tracked and measured.
* In alignment with the Global Performance and Process Excellence standards, develop, implement, and evolve a strategic process performance and management framework to mature E2E process performance.
Required Skills and Qualifications:
Comprehensive understanding of end-to-end processes and main metrics.
Strong data acumen and experience with reporting systems, able to model and analyze complex data sets.
Excellent collaboration skills, ability to influence without authority, and work effectively in a matrix organization.
Focused on delivery of results through effective planning and solid organizational skills including attention to detail and multi-tasking skills.
Experience with technology and ability to facilitate communication between business and technology teams.
Ability to work and deliver in changing environments, under limited guidance while adhering to specified deadlines.
Ability to think strategically, synthesize complex situations and develop innovative solutions within a changing environment.
Benefits:
* 6+ years of experience demonstrating progressive responsibility in roles focused on driving service excellence through the application of analytics.
* The successful candidate will have experience in business-level reporting, complex data mining, and analysis as well as data visualization.
* Preferably have implemented Performance Management System (e.g., Balanced Scorecard) in a large organization.
* Preferably experience working in Agile/Product lead organization.
* University degree or equivalent experience.
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