About the job
Act as the main point of contact from operations to internal client services to lead and drive the operational design and delivery of our client offering. Responsible for overall operation’s department quality performance monitoring, reporting and analysis by driving an on-going focus and improvement in Right First Time delivery to contribute to client satisfaction. Team management - Leads a team of Data Processing Analysts
Responsibilities
Client Solutioning
Acts as front-facing point of contact for client database operational queries and in ensuring overall quality performance monitoring, reporting and analysis in Right First Time delivery.
Consistently work with other Operations Functions' leads within the country to manage projects and deliver on clients’ commitments.
Participation in quality improvement plans such as Quality Walk, Quality Focus Meetings, Root Cause Analysis activities and Operational Excellence programs
Work closely with Client Liaison management team to support the creation, monitoring and execution of quality plans for strategic and hot spot clients
Proactively communicates with client / client services for any potential delays / risks based on information by Ops teams
Manage close links with Enablement team/leads to identify focus areas and ensuring quality/delivery standards are achieved
Ability to provide workload and timeline estimation by taking into consideration requirements of each upstream activities
Represent respective operation’s function in discussion with other NOC and in market stakeholders
Team Management
Plans and controls resource allocation to optimise the “operations service” to clients as well as highlights any resources issue
Expected to coach and develop the team, monitor individual performances by identifying talents or low performers and promote engagement within the team
Acts as an escalation point for the team and constantly reviews and assesses team's KPIs periodically
Qualifications
Bachelor’s or Master’s Degree
Min 8+ years of experience required
Required Language(s) : English, additional language skills an added bonus
Strong communication and stakeholder management skills
Process- driven mindset
Our Benefits
About NIQ
NIQ is the world’s leading consumer intelligence company, delivering the most complete understanding of consumer buying behavior and revealing new pathways to growth. In 2023, NIQ combined with GfK, bringing together the two industry leaders with unparalleled global reach. With a holistic retail read and the most comprehensive consumer insights—delivered with advanced analytics through state-of-the-art platforms—NIQ delivers the Full View™. NIQ is an Advent International portfolio company with operations in 100+ markets, covering more than 90% of the world’s population.
For more information, visit NIQ.com
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Our commitment to Diversity, Equity, and Inclusion
NIQ is committed to reflecting the diversity of the clients, communities, and markets we measure within our own workforce. We exist to count everyone and are on a mission to systematically embed inclusion and diversity into all aspects of our workforce, measurement, and products. We enthusiastically invite candidates who share that mission to join us. We are proud to be an Equal Opportunity/Affirmative Action-Employer, making decisions without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability status, age, marital status, protected veteran status or any other protected class. Our global non-discrimination policy covers these protected classes in every market in which we do business worldwide. Learn more about how we are driving diversity and inclusion in everything we do by visiting the NIQ News Center: https://nielseniq.com/global/en/news-center/diversity-inclusion
