About the Role
support FSSC tower heads in optimization of business reporting; coordinate with IT for automation of various reports & dashboards (Alteryx, tableau, SAP etc.
drive SLA performance governance and reporting for FSSC; prepare monthly customer dashboards, BRM pack, KPI reporting and drive NPS & CSAT for entire FSSC team
You will also be required to ensure the reports are being delivered to stakeholder on or before the timelines. He must engage himself constantly with tower heads and IT demand manager for automation of report and leverage time for analytics and process improvements.
He must highlight the exceptions for timely addressal and process fix.
Data management, reporting and analysis
Responsible to generate, maintain, consolidate and track various Daily / Weekly / Monthly MIS reports across various FSSC processes like I2P, O2C, Treasury, Tax and R2R
Analyse data and reports from various sources like SAP, BPC, BI, Alteryx, Tableau etc. and provide actionable insights and suggestions
Ensure that reports are contextual - provide information based on target audience
Circulate reports to FSSC internal & external customers (e.g. CFOs, Controllers, Tower heads etc.) on Daily / Weekly / Monthly basis and address observations
Prepare dashboard and presentation for customer councils, business review meetings and support reporting requirement from tower heads
Supervise information gathering process and consolidation of the input received from respective towers. Also Check the data received for consistency with the underlying business assumptions and prior period performances
Performance Reporting of all FSSC Towers (KPIs, SLAs, C- SAT, NPS)
Prepare & review KPIs and SLA reports for each tower on monthly basis and circulate to FSSC tower heads with proper explanations and exceptions.
Comparative analysis of the performance and trends against plan & prior year ensuring it contains all the required information to explain major variances and reflect evolving business developments
Schedule discussion with tower heads for review of KPI / SLA performances and plan for improvements / targets
Conduct NPS and CSAT survey on annual basis and share detailed analysis with Leadership team
Closely work with IT demand manager to ensure reports are being automated and available on real time basis
Proficient in working onRPA tools e.g. Automation Anywhere, Blue Prism and Excel VBA
Ability to work on Big data analytics and system integration
Ensure adequate guidance and training of team members to meet service delivery targets
Responsible for attrition management and timely backfills