Responsible for the implementation and improvements of respective function’s processes and standards in the country, including quality performance and issue resolution, driving an ongoing improvement in overall performance. The Expert works with the BAU leader(s) supporting budgetary / resource planning and monitoring, performance management and cost leadership initiatives through productivity initiatives.

1. Accountability for Quality and Productivity improvement of the respective department in the country. Drive an on-going focus and improvement in Right First Time delivery to contribute to client satisfaction. This will include:

• a) Responsibility for department quality performance monitoring, reporting and analysis.
• b) Work with other Ops. Function leads in the country to manage projects and deliver on clients’ commitments.
• c) Participation in Quality improvement plans (inc. Quality Walk, Quality Focus Meetings, Root Cause Analysis activities, Operational Excellent programs)
• d) Work with Client Liaison management team to support the creation, monitoring and execution of quality plans for strategic and hot spot clients
• e) Work with operations team to identify focus areas - country / type of errors
• f) Work with the Quality lead and BI team on First time right and cycle time reporting
• g) Up-skill on platform functionality and process improvement

2. Must be having Operations experience specifically supporting transition.

3. Ensure appropriate communication and escalation of issues to relevant senior stakeholders.

4. To lead the resolution of operational issues in collaboration with other pillars. Driving focus on issue correction and prevention (through Quality Focus and Root Cause Analysis).

5. Manage close links with Enablement leads and Input Validation Managers - ensuring our country quality and delivery standards are met / exceeded, ensuring high levels of customer satisfaction on product content.

6. Support Enablement with SOP roll out

BA/BSc degree or equivalent (English advanced)-E, with a minimum experience in operational areas

Proven leadership skills – to manage teams, to manage projects, able to identify the talent, inspire and engage the team

Knowledge of RD processes, systems, SOPs etc

Strong communication skills and the ability to communicate requirements clearly to stakeholders within and outside of Operations - ability to translate technical detail as required for audience

Proven organisational skills and the ability to work within a cross-functional team

Project management skills - ability to accurately scope project requirements, manage stakeholder expectations, budgets / costs, and maintain a strong say/do ratio

Process driven - ability to define and refine processes to ensure continual improvement in quality and productivity

About NielsenIQ

NielsenIQ is a global measurement and data analytics company providing the most complete and trusted view of consumers and markets in 90 countries covering 90% of the world’s population. Focusing on consumer-packaged goods manufacturers and FMCG and retailers, we enable customers to defy what’s possible. How? We combine unparalleled datasets, pioneering technology, and the industry’s top talent to create insights that unlock innovation. Join us and change the landscape.

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NielsenIQ 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.

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Learn more about how we are driving diversity and inclusion in everything we do by visiting the NielsenIQ News Center: https://nielseniq.com/global/en/news-center/diversity-inclusion/