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Job Description

Job purpose:

Responsible for implementing & measuring all strategic and operational KPI drivers and to design comprehensive performance management matrix that accurately adapt the planned initiatives and agreed sales & services targets while providing appropriate insights & analysis on Customer & Channels performance and recommend improvements
Accountable for Performance Management Reporting , data visualization, insights generation for C&C
Transform raw data into meaningful information that can be used to drive business strategies and decisions
Be responsible and accountable for delivery of all on-demand and/or proactive analysis associated with C&C

Key accountabilities

Planning and organisation:

Lead team in Data visualization and Automation of performance management KPI reports using Power BI, Teradata, MS SQL Server Databases and reporting service to increasing efficiency in processes and reducing man hours.
Proactively involves in integration of different information systems to develop performance management KPIs/scorecards that highlight performance deficiencies on micro and macro levels inside the department based on comprehensive performance matrix and Balanced Business Scorecard approach.
Evaluate current business performance management processes, highlight inefficiencies and recommend improvements ensuring maximum efficiencies.
Ensure implementation of best Performance Management techniques with support of relevant reporting tools (Power BI/Teradata/SQL server / Reporting Services) to forecast and develop performance management matrix.
Manage the process of identifying Key Performance Indicators (KPI’s) relevant to strategic planning and pre-defined departmental objectives.
Look after areas of data modelling, performance reporting, analysis and automation.
Work with business units to gather information to formulate and develop business needs for performance management.
Prepare Insights for Exco, Trade review and other management meetings.
Ensure availability of sufficient records of key performance indicators pertaining to Sales/Customer Operations/Experience & Service Fulfilment for preparing insights/analysis and highlighting strengths and weaknesses in a process coupled with action plans for improvement.
Determine processes and methods used in performance management system; propose modifications and additional system components required.
Identify business requirements and produce specifications to create performance management system / solution.
Design new business performance improvement KPIs with the help of operational heads using best determined methods to improve efficiency.
Alignment of business performance reporting sources with IT and Technical teams to provide best possible information available for improvement.
Ensure visibility on departmental key performance indicators based on business critical measures.
Support management team in developing framework for performance tracking.
Build strong back-end and Data Mart to provide the information & analysis needed to accurately and instantly reflect the customer experience and supporting the Customer Operations & Fulfilment Team with the required insight.
Ensure that Sales Channels, Customer operations& Service management is supported with intelligent reports that help them to understand customer behaviour and profiles, through automated reporting.
Focus on developing performance monitoring agent scorecards/reports of Contact Centre staff to improve their effectiveness and results.
Provide business intelligence and data mining support for the business and execute sophisticated quantitative analysis and advanced modelling that translates data into actionable insights for internal stakeholders.
Work closely with all internal stakeholders and share insights that help to improve the performance, increase efficiency and prioritize our customer experience improvement efforts.

Financial excellence (Budgets, revenue/profit and costs):

Partner performances related Target/SLAs to be monitored and reported for applying penalties on partner who deviate from agreed Targets/SLAs.
Improve efficiency through automation and reduction of manual adhoc and man hour cost.

Customer excellence (Internal/external customer engagement and relationship management):

Develop close working relationships with all relevant department owners to ensure all requested reports are closed on timely basis.
Ensure timely communication/sharing of information with relevant department.
Support Operational Teams to perform root cause analysis.

People excellence (Learning and growth):

To manage skills and knowledge transfer concerned with the Reporting and Performance Management team peers.
Maintain focus on employee engagement development and execute plans & programs to achieve set goals.
Develop and agree with Line Manager on plans to continually build own skills and knowledge by anticipating demands and understanding own strengths and weaknesses.
Lead by implementing good management practices and ensuring continuing development of peers to ensure engagement.

To apply for this job please visit www.bayt.com.