Job Summary
This positionis responsible forthe daily and monthly reporting effectiveness in support of HCLTechclientoperations. The positionis responsible foridentifyingreporting needs, definingrequirementsand satisfying the reporting and analytical needs ofOperations. The position is also responsible foridentifyingtrends, performing root cause analysis, and implementation of reporting analytics processes to satisfyOperations needs with a focus on a great customer experience within a cost-effective, high-performing organization. The analyst will alsobe responsible foradherence to core CPI/KPIs in the contract withHCLTechclientsthroughout 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 inan accurateandtimelymanner.
- Use business tools and advanced industry knowledge toidentifyproblem areas and document business requirements.
- Identifyand recommend operational and technological tools to improve efficiency.
- Work with Information Technology group to resolve issues and improve operational efficiency.
- Establish andmaintaineffective work procedures.
- Understand, Communicateand Implement strategic direction and leadership for HCL to ensure consistent and cohesive businessobjectivesand to enhance customers experiences in both a regulated and a competitive market.
- Perform benchmarking and achievement ofoptimalcustomer 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 tomaintainan 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:
- Bachelors 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 ofbusinessprotocolsand market operations.
- Prior experience delivering reporting solutions from BI, BW, SQL,Oracleand 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 asrequired.
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 thatmaintainsachievement of a high-performing operation
- Takes ownership ofidentifyingneeded 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 decisionsin 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, goodinsightand judgment, as well as innovative and creative thinking.
PHYSICAL/MENTAL DEMANDS AND WORKING CONDITIONS
- Long and irregular hours.
- Use of a PC, computerterminaland/or telephone over 6 hours a day.
- Operating in a fast-paced professional remote/office environment.
This job is provided by Shine.com
