Job Purpose:
Lead the central Planning and MI function, collaborating closely with the Data Engineering team to deliver efficient Planning and MI solutions for the Group globally.
This is a new position.
Roles and Responsibilities:
- Management Information and Business Intelligence Reporting:
- Lead a team of MI/BI professionals to provide accurate and high-quality MI regularly for effective oversight.
- Drive automation in the MI/BI space in collaboration with the Global Metrics Data Engineering team.
- Collaborate with the Data Engineering team to create self-serve solutions for efficient MI delivery.
- Support operations with recovery planning, tracking, and insights.
- Maintain headcount details across all O&T teams and coordinate with operations, finance, and Efficiency SteerCo.
Planning:
- Develop methods for robust capacity planning in back-office/Admin and Project-based teams in O&T.
- Lead the development of Capacity Planning applications from an end-user perspective.
- Develop individual capacity plans for each of O&T's product lines/regional operations.
- Support the optimisation of back-office/admin workforce management practices.
- Support COO's Heads of Operations and Finance teams in making appropriate hiring and capacity augmentation decisions.
- Stakeholder Management and Influence
- Partner with regional Business Leaders, COOs, heads of Operations, and their respective leads.
- Provide regular updates on progress on initiatives and improvements.
- Provide insights to help run operations more effectively from service delivery, quality, and cost perspectives.
- Bring out best practices and cross-pollinate them across operations.
- Respond to data, metrics, and analytics demands made by stakeholders.
Key Deliverables in 2024/25:
- Run an effective MI Function producing timely and accurate reports.
- Run an efficient MI function and leverage self-serve and automation.
- Build and embed robust Capacity Planning methodologies and processes.
- Help COOs articulate their capacity management goals.
- Maximise resource utilisation and support optimal service delivery performance.
Other Responsibilities:
- Build and run robust workforce analytics methodology.
- Maintain and develop Unified Contact Centre MI models.
- Maintain and develop a Unified Time accounting Model and partner with finance on Cost accounting and billing.
Required Skills and Competencies:
- Problem-solving attitude, excellent analytics skills, and communication skills.
- Aptitude for fostering positive relationships, teamwork, and leadership skills.
- Customer-oriented mindset.
- Agility and rigour.
- Attention to detail with exceptional quality of work.
- Excellent communication and interpersonal skills
- Adaptive to organisational culture and business environment.
Qualifications and Work Experience
- Degree in business administration, maths, engineering, or economics.
- 10+ years of experience in business intelligence and performance management in the Services Industry, supply chain, or logistics. managing cross-functional projects and programs with tight deadlines.
- Experience with BackOffice Planning and exposure to Contact Centre operations.
- Experience as a Client Relationship Manager or Product Manager is preferred.
- Knowledge of customer relationship management practices.
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