JOB SUMMARY
This position is responsible for the daily and monthly reporting effectiveness in support of HCLTech client operations. The position is responsible for identifying reporting needs, defining requirements and satisfying the reporting and analytical needs of Operations. The position is also responsible for identifying trends, performing root cause analysis, and implementation of reporting & analytics processes to satisfy Operations needs with a focus on a great customer experience within a cost-effective, high-performing organization. The analyst will also be responsible for adherence to core CPI/KPI's in the contract with HCLTech clients throughout multiple areas.
Essential Duties and Responsibilities
- Develop and implement proper reporting and analytical techniques in support of a high performing operations team using various reporting forums on top of an SAP solution (BI, BW, BOBJ, SQL, Oracle, MS Access).
- Ensure critical and key performance metrics, service levels, and other operations reports are generated in an accurate and timely manner.
- Use business tools and advanced industry knowledge to identify problem areas and document business requirements.
- Identify and recommend operational and technological tools to improve efficiency.
- Work with Information Technology group to resolve issues and improve operational efficiency.
- Establish and maintain effective work procedures.
- Understand, Communicate and Implement strategic direction and leadership for HCL to ensure consistent and cohesive business objectives and to enhance customers experiences in both a regulated and a competitive market.
- Perform benchmarking and achievement of optimal customer satisfaction.
- Lead development of improved service level metrics for Customer Operations functions.
- Develop reporting and data analytics to support the adequate oversight of the in/outsourced Customer Operations functions.
- Produce and provide required compliance reports to meet internal policies and external regulations.
- Coordinate, Participate, and/or manage multiple projects assigned by senior management, providing input on Customer Operations related matters.
- Work in a collaborative manner to maintain an effective relationship with all stakeholder groups.
- Interface and coordinate with various stakeholders.
- Develop ad-hoc reports for management when standard/ defined reports are not working as designed.
EDUCATION/EXPERIENCE
The minimum education requirements are:
- Bachelor's degree in relevant field (may substitute two years of relevant experience per one year of required education).
- Advanced degree preferred.
The minimum experience requirements are:
- 1-3 years of relevant work experience.
- Strong working knowledge of business protocols and market operations.
- Prior experience delivering reporting solutions from BI, BW, SQL, Oracle and MS Access.
SCOPE LEVEL
Internal/External Interfaces:
- Operations personnel, Information technology personnel, HCL Client organizations (IT, HR, Sales, Regulatory, Legal, Billing, etc.), third-party vendors as required.
SKILLS AND COMPETENCIES
- Skill in leading and managing projects
- Excellent analytical skills
- Strong focus on operations excellence and ability to implement improvements
- Ability to sustain individual & team performance that maintains achievement of a high-performing operation
- Takes ownership of identifying needed reports and reporting processes and asserts to ensure needs are being addressed
- Clear understanding of business policy and practice throughout entire retail business
- Absolute credibility with internal business partners and customers
- Strong business acumen
- Excellent analytical, organizational, and time management skills
- Advanced interpersonal, presentation, and oral/written communication skills
- Analyzes the impact of potential actions
- Makes decisions in a timely manner, sometimes with incomplete information and under tight deadlines and pressure
- Ability to assess root cause of problems and identify/recommend solutions
- Demonstrates effective problem solving and decision-making skills, good insight and judgment, as well as innovative and creative thinking.
PHYSICAL/MENTAL DEMANDS AND WORKING CONDITIONS
- Long and irregular hours.
- Use of a PC, computer terminal and/or telephone over 6 hours a day.
- Operating in a fast-paced professional remote/office environment.
