Business Analyst – Performance Management(Job Code: BA-PM)
Location: Noida
Experience: 4-7 Years
Work Exp:
Provides Business Analyst support within the VMO to drive and improve operational excellence under the direction of the Vendor Operations Manager and performs the following primary responsibilities:
- Perform data analysis on key performance indicators for the Vendor Service Delivery teams to drive performance and operational excellence to exceed our goals.
- Proactively monitor Performance Dashboards to determine key areas of focus and to identify root causes and potential corrective actions.
- Works closely with the Adobe Reporting team to gather data and analysis performance trends.
- Develop and provide trend data and analysis on key performance indicators as required.
- Develop and provide analysis and trend reporting on outsourced vendor contractual commitments ensuring adherence to performance.
- Work with the Service Delivery Management Team and Customer Experience Team to analyze results and create action plans for improving the overall business.
- Work with the Adobe Outsourced Vendor Quality Teams to review quality measures and ensure contractual commits are being met.
- Track, monitor and report out on all Service Delivery & Quality improvement plans.
- Work closely with the Vendor Management Teams as an advisor on areas for improvements and to establish improvement targets.
- Prepare monthly, quarterly & annual performance target and service quarterly reports.
- With assistance, develops work products and deliverables consistent with client quality.
- Develops simple-to-complex models for measuring performance.
- Seeks and accepts direction from senior staff, as appropriate.
Skills:
- 4-6 years of data analysis, performance management modeling, or management consulting experience.
- College degree in Finance, Statistics, Financial Engineering, or Industrial Operations.
- Exposure to, and experience with financial modeling software, especially Microsoft Excel.
- Demonstrates high standards of ethical conduct, behavior and integrity.
- Demonstrates ability to operate in a highly sensitive environment ensuring, protection of confidential and private information.
- Must have experience in analyzing Customer Service & Technical Support Performance metrics including customer satisfaction.
- Must have experience related to the outsourcing industry.
- Able to take direction and follow through independently.
- Analytical, and pays attention to detail.
- Demonstrates working knowledge with MS Office Suite, including Microsoft Word, Excel, PowerPoint, and Project.
- Demonstrates working knowledge of communication tools such as MS Outlook, Win-ZIP, VPN.
- Demonstrates excellent documentation, retention, and follow-up skills.
- Demonstrates experience in working well on small teams and with a wide variety of people with different personalities and backgrounds.
- Demonstrates excellent communication skills, including listening, written, oral, and presentation skills.
- Demonstrates excellent organizational and follow-up skills.
- Requires skills in prioritizing and multi-tasking.
- Demonstrates ability to work independently and under pressure to meet deadlines.
- Requires excellent attention to detail.
Remunerations
Best in the industry
