Description This role will support with the development and roll out the Business Performance Framework.
You will be identifying the performance measures, metrics and KPI’s and which are critical to MSOL Europe achieving its Strategic Plan.
The Business Performance Analyst is responsible for documenting, analyzing and understanding business metric requirements, across all aspect of the Customer Care Functions from Quotes and Engineering, Order & Documentation Management and Business Support.
Responsibilities Job Purpose :
Governance of business KPI / measures and metrics for Customer Care leadership;
Provide business insights from performance KPI’s to inform on improvement opportunities and benefit tracking;
Develop reports, tools and to support the decision making and Improvements to drive business objectives based on Quotes, Orders, Model Configuration and Operations data from European and MSOL Functions;
Provide expertise to local project teams, ensuring compliance with Corporate / Process Management standards for MSOL Europe;
Provide Business Insights and performance KPI’s to inform on improvement opportunities and benefit tracking;
Provide BI support for the Continuous Improvement team; Main Responsibilities :
Support the Continuous Improvement Team with improvement activities and projects;
Building KPI trees for functional teams in Customer Care;
Design and build KPI scorecards for Customer Care functions;
Host Process Performance Meetings highlighting performance gaps and logging improvement areas : 1.
Identify relevant trends, do follow-up analysis, prepare visualizations; 2.
Provide data analysis expertise and reporting using Microsoft Excel & Power BI; 3.
Monitor Business KPI’s to identify and report business performance (Disputes / Commercial Items / Process Performance i.e.
Cycle times & Business Critical KPI’s); 4.
Work with business users / managers, interpret requirements and convert these into productive, practical and robust data reports / applications; 5.
Focus on solutions, dive into improvement projects, quickly identify drivers in the data;
Identify the needs of the end user (the people providing and accessing the data) and set up databases to meet the data needs of the user;
Document and work to standards for report development.
Test and deliver requirements in a timely manner.
Manage own time and communicate clear, effective plans for delivering agreed reports / applications;
Contribute to and support MSOL EU activities as and when required, particularly in the areas of ad hoc reports, data analysis and data decision making from the information systems;
Develop knowledge of MSOL / Europe Business Applications and MSOL products to be productive in delivering reports and data analysis;
Acquire expert applications knowledge of the business unit’s sales productivity tools;
Demonstrate and apply skills as a team player, be self-motivated and low maintenance;
Perform data reconciliations to identify data anomalies;
Train staff and business as necessary on data operational activities;
Gain Business Insights and appreciation as part of development;
Develop Reports in Power BI and Excel as requested.