In addition to general accountabilities of First-Line Management, this job is to lead regional efforts to improve services quality in AMEA. Develop reports and dashboards on key services performance indicators, perform periodical analysis of trends and issues, identify root causes, create business cases, and take charge of a portfolio of mission critical improvement initiatives.
1. Services Performance Planning and Measurement: Understand operating models, service quality and customer experience drivers; define, develop, measure and monitor key performance indicators; set annual service performance goals, provide recommendations to accomplish goals; coordinate and improve key performance indicators.
2. Services Analytics: Design and develop strategic methods for data collection and analysis; integrate and prepare datasets, build and evaluate data models; explore and analyze data using statistical and visualization techniques; summarize and present findings and recommendations to business users and stakeholders in understandable and relevant ways; document and publish analyses properly.
3. Services Quality Improvement: Identify high service quality impact opportunities and initiatives; build plans, form teams, ensure progress of work, identify and report success measures; serve as key liaison on crossdivisional service-related systems and issues; work as part of a global multi-disciplinary team responsible for service quality; direct improvement action plan, manage project implementation; develop risk mitigation strategies to minimize or prevent potential risks.
4. Quality Management System Promotion: Articulate the importance of services quality management system; capture and communicate business requirements and provide subject matter expertise; conduct or support training sessions and provide coaching to key user groups; actively and openly demonstrate and promote the use of data, analytics, and technology, as well as the constant learning that that requires.
1. Master’s degree or equivalent in Statistics, Business Analytics, Actuarial Studies, or similar discipline. PHD degree preferred.
2. 5 years of relevant work experience in engineering, data analytics or related. Line management experience preferred.
3. Six Sigma certification is considered an advantage.
4. Applied analytical skills. Strong statistical knowledge, data modelling and visualization skills.
5. Fluency in written and spoken English.
6. Good understanding of fundamental business principles and problems.
1. Strong analytical knowledge and skills.
2. Strong understanding of how technology can help in addressing operational problems.
3. Great communication skill to deal with various levels in the organization.
4. Ability to drive cross-border, cross-functional initiatives, and results.
5. Ability to work independently with global stakeholders.
