The Operational Business Intelligence Lead is responsible for transforming data into insights that can provide business value. Using analytics, visualization and other modelling techniques, the successful candidate will identify the trends that can help Operations leaders around the world make better business decisions that improve processes & performance.
The key areas for the role will be comprised of 3 pillars of Operational Performance:
SLA & CSAT (Voice of the Customer)
Operational Productivity
Revenue Opportunity
This is a newly created role in the FCM space and will report directly to the Global Head of Operations, forming a key part of the Global OPSWOT. The successful candidate will also work closely with BI & Data Science teams to align systems and platforms used in providing data for more effective collaboration.
Accountabilities:
Build and iterate an Operational analytics platform:
• Set up the right combination of analytics platforms for the various performance activities• Define and recommend the right success metrics and ensure key leaders can interpret • Provide the desired level of BI to leaders based on agreed frequency, channel and format• Work closely with Data Science and BI teams to harmonize processes and platforms used where applicable• Represent FCM on key projects and initiatives that are focused on the measurement of Operational Performance (i.e VoC)• Continue refining and iterating data capture with evolving business needs
Use analytics to drive insight and recommendations
• Use the analytics platforms to assist business leaders in driving the desired results in CSAT, NPS, Productivity and Revenue Opportunity• Meet with key Operational leaders on a regular basis to provide context and expert interpretation of data from both a qualitative and quantitative perspective
Key Capabilities:
Excellent Communicator
Technical Aptitude
Commercial Acumen
Change Leader
Upholds Company Philosophies and Culture
Makes effective decisions
Qualifications:
Minimum 2 years proven success in current/previous role
Bachelors/Masters degree desirable