Metrics & Accounts Specialist

3 weeks ago

Quezon City, Philippines Coca-Cola Bottlers Business Services, Inc. Full time

Job Overview The Metrics and Account Management Specialist is responsible and accountable for periodic data capture and monitoring, cross-functional alignment and proactive interpretation of various reports as well as documentation and alignment of operational metrics/SLA and benchmarking. The incumbent will also lead the facilitation of relevant discussions / sessions around workforce mgt (productivity & capacity analysis) and MI deck. Lastly, he / she will primarily spearhead the end to end bi-annual Customer and Vendor Satisfaction surveys. Key Responsibilities Metrics and Accounts Management Proactive data capture and interpretation to help each team to spot opportunities for improvement and target development daily. Periodic and planned data capture, extraction analysis and interpretation prior to various meetings (e.g. MBR, MI deck and etc) other governance meetings; Accountable for metrics and data management, progress reports and come up with insights to transpose data/report into an automated environment – to enable future automation. Monitor the performance of all process teams, work on a solution through collaboration and escalate delays when needed. Workforce Mgt - Productivity Tool & Capacity Analysis Partner with process teams and facilitate session/s that studies / analyzes current processes – their time spents, FTE requirements, best practices and etc. – in order to identify inefficiencies, bottlenecks and areas of improvements. Highlight productivity issues and their root causes and relevant best practices in order to initiate resolution / mitigation or replication. Work with process teams and Leaders to build consensus and tailor action / mitigation / remediation / process improvement plans. Lead a cross-functional discussion &/or collaboration to analyze data on process teams’ productivity / performance / efficiency gains and understand capacity. Benchmarking Primary focal for benchmarking by staying up to date and monitoring FSS metrics against SSON and Hackett to ensure best in class / competitive shared services’ practices. Spearheads the discussion and finalization of final metrics that will be benchmarked against 3rd parties CSAT / VSAT – Mid and Year-End Partner with relevant team/s and stakeholders to design well-defined survey/s – mode, questions, timing, format, platform etc. – to gather accurate and relevant feedback. Reviewing and interpreting the collected feedback to identify patterns, trends and key issues that impact NPS / customer satisfaction. Compiling detailed reports and presenting findings and insights to management and relevant stakeholders. Qualifications Solid 5-7 years of experience in Workforce Management, Business, Operations, and Metric Management. Knowledge in using ACL, SAP, and other data analytics tool. Background in Finance Shared Services, Manufacturing, FMCG. Amenable to work on a hybrid work setup. Office is currently based in Bagumbayan, Quezon City. #J-18808-Ljbffr

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