Responsibilities include the development of the reporting infrastructure for the Global Shared Services network, the development and calibration of SLA’s, KPI’s and Metrics to measure and ensure compliance of agreed upon “Body of Work”, quality standards and productivity levels. This position must understand the various dependencies and relationships across applications for each supported process for data consolidation and validation of key data elements from various transactional support systems (SAP, Impulse, SalesForce, WFM, voice email etc.), for the development of operational day-to-day reporting, summary performance reporting for SMEs, country MDs and Regional/GSS executives. Position participates in pre-transition planning to gather and validate benchmark data, reporting sources and future reporting requirements for each process.
Education: College degree required, MBA preferred
Experience: Minimum of 5 years’ experience in business analysis and reporting, workforce and productivity management experience of comparable IM scope
Six Sigma Black Belt preffered
Knowledge of: data elements, database architecture, query development, business process management, data analytics, optimal reporting structures for usability, process design, workforce management, business process improvement, and call center and shared service center operations. Implement queries, metrics, and canned reports using tools (i.e. Access and SQL, etc.) to ensure data quality.
Skill in: strong analytical ability, successful collaboration with internal and external resources to achieve results. Strong written and oral communications; analyzing financial information; time management for self and others; VB, SQL query skills, Microsoft Office suite of products in a Windows environment including but not limited to Visio, MS Project, etc..
Ability to: multi-task; respond to rapid change; manage projects, manage detail, manage people and resources; set realistic and achievable goals/objectives and timelines.
Ability to travel up to 20%, potentially including overseas travel at least 4-6 weeks per year
Ingram Micro - 18 months ago
Ingram Micro Inc. is the world’s largest technology distributor and a leading technology sales, marketing and logistics company. As a...