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Manager– Performance Management and Analytics, Value Generation Operations Enablement
The Company mission is to be become essential to our customers by providing differentiated products and services to help them achieve their aspirations. In the Global Services Group (GSG), we treat each customer as an individual with the opportunity to deepen their overall relationship with Company. We aim to not only anticipate and solve customer problems, but importantly, to add value to every interaction. Though value can be generated in many ways, GSG has been focused on opportunities that drive direct revenue for the lines of business while building on the foundation of our servicing ethos – Customer First.
Reporting to the Director of Value Generation Operations Enablement, this position will be responsible to manage Value Generation projects across international markets, drive change management, develop strategies based on VG performance, revenue plans and through analysis, fact finding and insights.
Effectively partnering and influencing stakeholders in the Commercial Service Network (CSN) in order to seamless execute the vision of value generation for customers in U.S. and select international markets.
Outlining Value Generation performance improvement opportunities and relevant insights based on in-depth analysis of customer care professional (CCP) and card member data.
Deploying initiatives and leveraging best practices that increase effectiveness and efficiency resulting in greater customer engagement and revenue.
Supporting business planning to strategically and tactically achieve results against a balanced scorecard of key business and operational results.
Strong collaboration with internal business partners to ensure that performance results are delivering on forecast at the network and site level (CSN, Marketing, GSLN (Global Services Learning Network), VG PMs (Value Generation Project Managers)
Driving and acting as a champion for innovation that enhances the customer experience and delivers business value.
Strong project management skills with ability to manage multiple priorities
Very strong analytic skills with the ability to evaluate data and identify themes to create strategies aimed at driving improvement and generating revenue.
Strong organizational skills with the ability to manage multiple initiatives simultaneously in a global environment.
Exceptional communicator and the ability to influence partners at multiple levels of the organization in the U.S. and International markets
Ability to prioritize and drive results through several large-scale initiatives simultaneously
Proven ability to build and leverage relationships to drive initiatives in a very fast paced environment
Experience and proven skills on driving successful change management process
Advanced excel skills required
Understanding of GSG operations and CCP ecosystem including performance drivers, incentives and Value Generation levers across international markets.
Experience with Compass and other GSG and/or MIS tools highly desired.
Bachelor’s degree in Engineering or Business desired.
Employment eligibility to work with Company in the U.S. is required as the company will not pursue visa sponsorship for this position.
Schedule (Full-Time/Part-Time): Full-time
Date Posted: Feb 12, 2020, 2:52:46 PM
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