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Project Leader III
Ref No.: 18-13578
Location: Tampa, Florida
Start Date / End Date: 09/24/2018 to 03/29/2019
Engaging and collaborating with the key stakeholders to identify and deliver against reporting and analytics needs
Where necessary, create and maintain Service Performance reporting and ensuring accurate and timely delivery including all Client Scorecards, Service Dashboards, Hypercare Dashboards and any additional scheduled reporting.
Providing effective analysis on Client performance, bringing key insights to the stake-holders and identifying Client performance improvement opportunities
Collaborating with other Service Performance teams to deliver support and desired outcomes to our key stakeholders
Contributing ideas and delivering improvements to the Service Performance capability
Driving consistency across our processes and methodologies
Having a strong command of business/function knowledge, metric definitions, reporting catalogue and basic analytics and statistics
Trouble-shooting any reporting issues/errors
Manage the Service Performance metrics catalog and ensuring they remain current. This will include metrics definitions, calculations, sources, targets and SLA's.
Leverage internal and external benchmarks to assist in the setting of targets, to assess performance and to drive right behaviors and results
Assist with the data acquisition/ingestion of reports, where necessary, and help maximize automation of the service performance & reporting processes

Qualifications
Required Minimum Education: Bachelors
A minimum of 3 years of related or functional work experience
Experience in a global services/shared services or BPO organization preferred
Experience with service performance, including metrics, performance reporting and dashboard experience (including management of tools) preferred
Experience with process and continuous improvement methodology, project management preferred
Familiarity with benchmarking
Experience working and collaborating across multiple geographies, functions, organizations
Ability to frame ideas and explanations, and share data-driven insights in an indirect, matrix-based, and virtual environment
Customer-focus and orientation, and managing customer/stake-holder relationships, based on trust and reliability
Strong MS Excel skills