Assistant Manager - Service (Data Analysis & BI)

Job Purpose:

The role holder is responsible to act as ambassador for Service Department, rendering quality service by facilitating the function of the Service Centre to ensure a high level of Customer Satisfaction. The role holder acts with limited autonomy, with close supervision from the Line Manager.

Core Responsibilities:

• Builds trusted relationships with key stakeholders within the organization to generate proper levels of awareness and adoption of the team's objectives and goals.
• Supports senior management and category teams with all related business operations functions.
• Ensures operational objectives are communicated to cross-functional business partners and external partners to raise awareness of business performance.
• Performs analysis to identify operational issues or areas for improvement and plan corrective actions accordingly.
• Coordinates with various teams to resolve moderate to complex issues within the required timeframe, recommending appropriate changes to policies and procedures and evaluating its implementation.
• Provides and supports the implementation of business solutions and strategies.
• Drives escalation of moderate to complex issues of recurrent nature, coordinating key resources in the escalation process, and project manages the issue until its resolution.
• Manages the continuous improvement of process, tools and people by building a feedback loop with the right stakeholders.
• Models compliance with company policies and procedures and supports company mission, values, business objectives, and standards of ethics and integrity.
• Supports the continual improvement of AMAs’ quality improvement system.
• Reviews external client’s product demands, develops project plans and ensures that implementation is completed on time, within budget, and meeting client expectations.
• Administers everyday workflow of all implementation processes and provides business support to all associates.
• Evaluates all management information reports and ensures the achievement of all team objectives and KPIs, providing support to senior management.
• Develops all processes and tools for customer implementation lifecycle and identify all defects and provides an efficient interface with all marketing and technical departments.
• Maintain all project plans and ensures compliance with the agreed timeframe. Collaborates with stakeholders for all implementation processes.

Background & Experience (years)

• 3 to 5 years in the same position, preferably the same field.
• Proven ability to work under pressure and to accomplish demanding targets.
• Able to nurture talent, manage complex human relationships and culturally sensitive.
• MS Office advanced skills.