Head MI

6 days ago

mumbai, India Aptia Group Full time
Lead central Planning and MI function in Aptia and work closely with the Data Engineering team in delivering efficient Planning and MI solutions for Aptia Group
Role & Responsibilities -
Management Information and Business Intelligence Reporting:
• Lead a group of MI/BI professionals to provide operations with accurate and high quality MI on a regular basis for them to have effective oversight on their respective operations; and to support them with first level of insights into their operations
• Drive automation in the MI/BI space in collaboration with Global Metrics Data Engineering team. And hence to drive efficiencies in the MI function in the year. It is expected that the MI team will be at least 33% more efficient by the end of year 2023, and yet deliver at least the same level of service, or better.
• Collaborate with Data Engineering team to create self serve solutions to deliver MI more efficiently
• Support respective operations with recovery planning, tracking and insights
• Maintenance of headcount details across all O&T teams and coordination respective operations, finance and Efficiency Steer Co
Planning:
• Create methods and practices to carry out robust capacity planning in back office/Admin and Project based teams in O&T
• Lead the development of Capacity Planning application from an end user’s perspective
• Develop and refine individual capacity plans for each of O&T’s product lines/regional operations across their on and offshore operations, in collaborations with regional operations leads/heads
• Support optimization of back office/admin workforce management practices across O&T and be able to leverage peaks and troughs, and lean periods to maximize use of existing resources. Support COO’s Heads of Operations and Finance teams in making appropriate hiring and capacity augmentation decisions which include cross training, contract resourcing, lending & borrowing resources etc.
Stakeholder management and influence:
• Partner with regional Business Leaders, COO’s, heads of Operations, and their respective leads in providing them with meaningful MI and in planning conversations effectively using facts and data. • Collaborate with them to create an agenda such that they can be supported effectively
• Provide them with regular updates on progress on initiatives and improvements run from within the MI and Planning function, and escalate issues as they arise for awareness and assistance in resolution
• Provide insights that help them run operations more effectively from service delivery, quality and cost perspectives
• Bring out the best practices across teams and to cross pollinate best practices across operations • In addition to being proactive, respond to data, metrics and analytics demands made by these stakeholders from time to time
Experience & Qualification:
Bachelor’s degree in business administration, maths, engineering or economics from accredited university or equivalent experience
10+ years of experience in business intelligence and performance management in Services Industry, supply chain or logistics
10+ years of experience managing cross-functional projects and programs with tight deadlines
Experience with BackOffice Planning and exposure to Contact Centre operations
Experience as a Client Relationship Manager or Product Manager is preferred
Knowledge of customer relationship management practices
Problem-solving attitude
Excellent analytics skills
Excellent communication skills
Aptitude for fostering positive relationships
Teamwork and leadership skills
Customer-oriented mind-set Technical Skills
Demonstrate agility and rigor
Attention to detail with exceptional quality of work
Excellent communication and interpersonal skills.
Adaptive to organizational culture and business environment

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