Manager - Business Performance Lead

Manager - Business Performance Lead

Enterprise Content Management - Performance Excellence

Location: NCR

Global team of professionals that provides research and analysis, content management, and enablement services to our account teams to help them win in the market.

This role is part of the Enterprise Content Management function .

Services offered by the ECM function:

- Web-optimize and deliver external content to clients and targets through company web presence,Client Portal, mobile and company branded social media channels.

- Design and manage global content processing to support business-critical knowledge resources and tools that enables practitioners to easily find and access relevant information.

- Manage global third-party acquired content.

Job summary:

- Lead the reporting and analytics team in the Enterprise Content management (ECM) function.

- Track operational performance against defined KPIs and flag areas that require attention; create Dashboards.

- Display a process improvement mindset and build eminence as a performance excellence champion

- Work closely with the Knowledge Operations/Measures & metrics teams to ensure seamless flow of data for reporting.

- Identify opportunities for integration of systems and processes across locations.

- Lead cross functional teams or projects related to operations/analytics.

- Participate in leadership discussions to continuously improve reporting processes and generate new ideas; formulate plans to implement functional strategy.

- Build a process improvement and innovation culture in the ECM team by driving performance improvement projects using six sigma / lean methodologies

- Act as project manager for large / complex cross functional strategic initiatives

- Find innovative ways of reporting and analytics to assist leadership make decisions in a changing environment

Essential functions of the job:

- Create and enhance reporting/analytics processes associated with strategic knowledge tools and platforms.

- Establish links between reporting results and the level of investment by company to support and maintain various knowledge tools and resources (e.g., establish return on investment metrics).

- Create key measures, from strategic Key Performance Indicators (KPIs) to tactical usage data to illustrate the level of engagement for a given target user group, as well as the relevance of the content being managed for the user group.

- Conduct complex analyses on large quantities of measurement data to create actionable reports and recommendations for managers and leaders in company service lines, markets, and Knowledge Services

- Act as an advisor to knowledge stakeholders, service line or sector clients about qualitative/analytical approaches to solving their business needs and identifying their data trends.

- Partner with IT to identify appropriate ways to insert measurement techniques into new platforms and programs.

- Communicate status effectively with community stakeholders keeping them apprised of project status. Identifies problems, evaluates options and recommends solutions.

- Connect with other similar roles within and outside of the company to leverage acquired knowledge.

- Create and execute process improvement plans across ECM through lean sigma or other process improvement methodologies

Experience and skills needed:

- Strong project management and relationship management skills.

- Basic understanding of knowledge management principles and function.

- Strong time management ability.

- Excellent verbal and written communication and facilitation skills

- Must be able to work independently, complete multiple tasks and meet deadlines in a fast-paced environment.

- Strong managerial skills.

- Works and teams effectively with clients and other personnel across functions.

- Proficient in MS Office (e.g., Word, Excel, Internet Explorer)

- Experience with data visualization and analytical tools (Spotfire, Tableau, MiniTab)

- Experience of working on SharePoint or other content management systems is necessary

- Experience of working with web analytics tools (Web Trends, Google Analytics) is necessary

- 8+ years relevant work experience

- PMP and Green Belt certifications are preferred