Bus & Technology Delivery Senior Analyst

Job Description

Skill required: Marketing Operations - Campaign Management

Designation: Bus & Technology Delivery Senior Analyst

Qualifications: Any Graduation

Years of Experience: 5 to 8 years

What would you do? Help balance increased marketing complexity and diminishing marketing resources. Drive marketing performance with deep functional and technical expertise, while accelerating time-to-market and operating efficiencies at scale through Data and Technology, Next Generation Content Services, Digital Marketing Services & Customer Engagement and Media Growth Services. Role requires Digital Marketing Ads & Promotion creation/design The planning, executing, tracking and analysis of direct marketing campaigns. These tasks span the entire lifecycle of a marketing campaign, from inception to launch to evaluation of result.

What are we looking for?

• 5-6 Years of Experience in People Management
• Basic knowledge of Google office tools or equivalent (Google Docs, Sheets, Slides, Gmail)
• Excellent written communication and organizational skills
• Ability to develop and deliver client-focused solutions to customer needs through on-going, superior support interactions
• Critical thinking and strong problem-solving skills - able to investigate and follow-up appropriately, or make judgments and escalate when necessary
• Comfortable with a rapidly changing environment
• Ability to learn, retain and apply large amounts of product, procedure, policy, and system information
• Ability to adapt and adjust communication style when dealing with customers with different cultures and practises
• Digital Marketing

Roles and Responsibilities:

• Create an environment oriented to trust, open communication, creative thinking, and cohesive team effort
• Oversee day-to-day operations
• Monitor team performance and report on metrics
• Recognize top performance and reward accomplishments
• Focus on skill enhancement and career development of direct reporters
• Review daily updates with the team on progress made on metrics
• Queue management, ensuring SLAs are met, completing RCAs on misses with action plan
• Stakeholder management (Internal & External)
• Prepare and lead quarterly/monthly/weekly business reviews with client on operational performance and improvements
• Flexible in handling ad hoc tasks without impacting core job
• Analyse volume trends and optimize staffing and shifts accordingly
• Conduct skill/Ops interviews for analysts
• Be an innovation scout
• Able to implement lean methodologies, wherever applicable
• Successfully undertake regular product and process tests to ensure knowledge meets client’s requirement for support
• Deliver the performance review to the team members on a monthly basis and document them accordingly, as per requirements agreed
• Responsible for any PIPs (Performance Improvement Plans) and PEP(Performance Excellence Plan), Coaching sessions, etc.
• Work closely with Quality Team to ensure continuous improvement on individual and program level
• Work directly with the client support teams to resolve all internal consults, resolve customer escalations and manage customer communications for service outages or known issues

Qualification

Any Graduation