- Reporting & metrics development to drive performance in conjunction with Operations Manager and Team Leads. Accountable for reporting KPI scorecard metrics and results monthly.
- Analyse, Mine & Extract for root cause deviations in the performance metrics and work with teams for relevant business context.
- Facilitation for designated Operational Reviews & Stakeholder meeting coordination for Governance.
- Reporting that support the various teams to perform optimally & databases maintenance.
- Ad hoc reporting from multiple sources to support team needs as well as support in MI & analysis associated with CS/OTC Service Center Technologies (Siebel, SCT2.0, WDE).
- Identify and close process gaps, harmonize processes and/or technical enhancements to aid cash collection and/or reduce past due across all BU’s.
- Drive Continuous Improvement and RCI’s to improve performance and efficiencies. Coordinate with teams on providing feedback to the Customer Value Statement.
- Prepare/update measurement of activity effort required for BU’s through data capture, mining and Siebel data.
- Drive and support team performance with usage of Power BI insights and Cost to Serve data.
· Manage ad hoc requests from internal/external business partners, leadership and for CRF support.
- Validate month end results reported by various areas to ensure accuracy.
- Support department Budget and Headcount tracking Work closely with the Americas Finance Team on monthly, quarterly and annual budget requests. Support the department’s annual planning and re-forecast process.
· Support/participate in the Americas Change Advisory Group.
- Perform special projects and ad hoc analysis, as needed to support the agenda.
- Support business partner strategic initiatives through advanced data modeling and identification of process improvement opportunities.
- Engage with leadership to provide demand analysis resource modeling and performance reporting to ensure data integrity, risk mitigation, and compliance with control standards.
- Leverage technical capabilities & institutional knowledge to challenge service tower operational efficiency and cost effectiveness in support of strategic goals.
- Own implementation and delivery of MI reporting and business intelligence solutions through collaboration with IT&S leadership.
- Effectively manage and deliver MI enhancements and improve business efficiency through understanding of system interdependencies & technology support infrastructure.
- Develop, own & maintain Americas performance management reporting suite including Cost-to-Serve, Balanced Scorecard, Finance Model, and all other applicable MI/BI solutions