Description and Requirements
Position Summary :
Responsible for in-depth analysis of data for client / program-specific business needs and the design, development and delivery of solutions to meet those business needs.
Focus on continuous process improvement, execution and delivery
Roles & Responsibilities :
Serves as the primary Team Member responsible for providing leadership & oversight of QoS (Quality of Service) Metrics across entire TI Enterprise and whose main objective includes, but is not limited to, the following : QoS (Quality of Service) Governance Model Walk-Through or Presentations - educating and making Stakeholders aware of QoS (Quality of Service) via a walk-through of the QoS Governance Model as well as all other Processes, Tools and other Documentation that may be associated with said program (i.
e. RACI Model, Ticketing & Submission Tools, SiSense Dashboard, SLT deck, etc.) QoS Audits - SOW Review, Data Validation, Goals or Targets Validation, Metric or KPI Validation, Simulation & Analysis, Scorecard Finalization or Updates.
Provide help or assistance in securing Stakeholder or Client approvals on QoS Scorecards for the business
Provide help or assistance with regard to SOW Updates (i.e. Change Orders, etc.) in the absence of CRM or Client Services within the program
Updating SiSense Dashboard to reflect newly approved KPIs, Targets, Categories or Weights for Reporting
Risk assessment / mitigation Identifying consistent red-flagged programs based on performance trend analysis or any underlying factors that may lead to client escalation
Stakeholder update presentations SLT deck creation for COO and CEO which includes QoS Analysis on Performance Trends, Root Cause, Waivers, etc.
and builds data cubes or dashboards for reporting and analysis needs
Ensure accuracy and completeness of reporting tools and documents submitted within the prescribed period in adherence to TI quality standards (i.
e. Data validation, format, grammar, etc.
Work with multiple stakeholder groups across multiple TI Geographies to collect and present the QoS Scorecards as well as its results and other reporting tools as necessary
Observes or sits in during QoS Governance Model Presentations and Walk throughs conducted by the Business Intelligence Sr.
Manager and may lead some himself / herself from time to time in the absence of the former
Serves as Tier 2 Support to Tier 1 Team Member when it comes to resolving tickets or other issues reported by End-Users and responds to Stakeholders’ issues by engaging the appropriate parties required (i.
e.Business Intelligence Sr. Manager, Global Shared Services VP, COO, etc.) to help de-escalate or resolve issues
Attends training conducted by Business Intelligence Sr. Manager and other online training required to ensure his / her continuous learning & development.