Asia Pacific / Malaysia / / Subang Jaya /

Operations

#: 743999738425872 / 50245307

Executive

Full-Time

Job Description

ABOUT THIS JOB 

Acts as point-of contact between Operations and internal client services / clients to manage E2E operational queries and support to clients. Also, acts as secondary point of contact in the absence of team lead in managing E2E operational queries and deliverables. Delivers databases and outputs based on client specifications on time and at expected quality as well as engaging with stakeholders                                                                                                                                                         

RESPONSIBILITIES

  • Accountable for scheduling and monitoring workflow to meet delivery SLA's. Provide L2 Operational support including participation in daily workflow calls with MINOC and commercial, quality improvement plans such as Quality Walk, Quality Focus Meetings, Root Cause Analysis activities and Operational Excellence programs when required.

  • Work with the quality team on first time right and cycle time reporting alongside with CI/Output operations team to identify focus areas.                                                                                             

  • Providing technical expertise in the specification to ensure that the correct methodology / best approach is understood and followed from set up to delivery, in order to achieve client satisfaction.

  • Collaborate with MINOC team on Quality and Delivery KPIs. Defining, documenting, monitoring and rolling out processes to support the offshore teams to achieve these quality and delivery KPIs. This includes ensuring processes are in place for providing quality feedback to the offshore team.

  • Provide In-Market support and communication as required to all other departments e.g. Retail Services, Client Service. When necessary participating in client meetings as related to quality and delivery. 

  • Responsible for answering L2 data queries on factory generated solutions. Using expert knowledge in the investigation to ensure timely resolution of data queries / issues to ensure client satisfaction. This includes liaising with offshore / onshore teams. 

  • Support for the BAU training and support of the offshore team. Includes technical and process training and feedback on performance.

  • To represent and support in-market user testing and implementation of new system functionality as required– identifying any potential problems and escalating as appropriate.  To provide communication / training as necessary across the offshore team as required to support roll out.

A LITTLE BIT ABOUT YOU

You’ve dabbled in data. You’re comfortable with Python. While you’ve worked with cross-functional teams, you can also put your head down and focus on independent projects. Seeing the big picture takes attention to detail. You know what’s happening in big data and you’re ready to influence what’s next. 

 

 QUALIFICATIONS

  • Bachelor of Science in Computer Science/ Information Systems/ IT/ Statistics/ Mathematics/

  • Economics/ Business or equivalent degree

  • With 2 to 4 years experience in operational areas

  • Excellent organization skills, aptitude to work in a team and meet deadlines

  • A high degree of accuracy, proactivity, and attention to detail

  • Good analytics skills and aptitude for data and operational processes

  • Proficient in MS Excel, Google Spreadsheet, or any database technical tools; adaptable and has

  • interest to learn various reporting tools/ systems.

  • Project management aptitude (critical path, task sequencing, problem-solving, etc.)

  • Excellent written and verbal communication skills in English and one additional Asian language Vietnamese. 

Qualifications

https://jobs.smartrecruiters.com/TheNielsenCompany/743999738425872-senior-analyst