Senior Customer Service Associate

Job Description
Job Purpose:

• Work as senior associate and subject matter expert for allocated country.
• timely, on-quality delivery of reports for the allocated country
• team members' support and guidance within allocated country and within wider team
• Main point of contact between local country RL, CS, Setup, Operations teams, and BAU Pune team
• Manage the workload of the local BAU

Responsibilities:

• Run and deliver the assigned reports as per predefined deadlines and with quality
• support team members with queries, and issues in report running
• Help the team lead supervise the work of team members for the allocated country to make sure they deliver the reports timely and on-quality
• advanced knowledge of NIQ's tools (Discover, Nad, DIPE, CX, Dynamics, etc)
• Make sure team members update production trackers, report inventories, and SOPs on a regular basis
• Supervise BI Metrics tracking, Dynamics, Timesheet usage within the team
• Identify and propose improvements to BAU processes
• Ensure improvements are implemented as per plan (automation, DIPE, simplification…)
• Ensure the assigned team continues learning
• Ensure to be part of cross-utilization in order the team's capacity is fully utilized
• Provide onboarding and BI-specific training to associates
• Make sure all the different transition stages are completed as per plan for new reprots or transfomation (Knowledge transfer, Dry runs, Parallel runs, and BAU sign-offs)
• Deploy minor change requests in reports following Dynamics requests/NSS
• Provide advanced support both to internal and external team
• Maintain clear and succinct communication with all NIQ departments (CS, RL, Setup, Operations…)
• Perform in adherence to NIQ/BI quality performance, take corrective action when required and provide RCA to Team Leader
• Implement best practice identified by other Report Center teams : Governance, Setup, BI Consultants team
• Ensure to keep learning, about NIQ tools, processes, other country reports
• Acquire people management skills to be ready for the next level role. NIQ online training and grooming through mentorship program. Taking ownership of team management activity
• Provides regular updates to higher management on country and team's performance

Additional Information
Our Benefits

• Flexible working environment
• Volunteer time off
• LinkedIn Learning
• Employee-Assistance-Program (EAP)

About NIQ
NIQ is the world's leading consumer intelligence company, delivering the most complete understanding of consumer buying behavior and revealing new pathways to growth. In 2023, NIQ combined with GfK, bringing together the two industry leaders with unparalleled global reach. With a holistic retail read and the most comprehensive consumer insights—delivered with advanced analytics through state-of-the-art platforms—NIQ delivers the Full View. NIQ is an Advent International portfolio company with operations in 100+ markets, covering more than 90% of the world's population.

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Our commitment to Diversity, Equity, and Inclusion
At NIQ, we are steadfast in our commitment to fostering an inclusive workplace that mirrors the rich diversity of the communities and markets we serve. We believe that embracing a wide range of perspectives drives innovation and excellence. All employment decisions at NIQ are made without regard to race, color, religion, sex (including pregnancy, sexual orientation, or gender identity), national origin, age, disability, genetic information, marital status, veteran status, or any other characteristic protected by applicable laws. We invite individuals who share our dedication to inclusivity and equity to join us in making a meaningful impact. To learn more about our ongoing efforts in diversity and inclusion, please visit the