Performance Delivery Analyst - Africa - Mdm

Location field must contain 'city, state' or a zip code to perform a radius search (e.g., Denver, CO or ). City and state must be separated by a comma followed by a space (e.g., Houston, TX )Unilever Performance Delivery Analyst - Africa - MDM Durban , South Africa Apply Now Performance Delivery Analyst Africa MDMBACKGROUND:UniOps is focused on transforming the way we work to create exceptional experiences across Unilevers wider ecosystem encompassing markets, customers, employees and Partners. Through leveraging connected technology, third-party Partner skills and expertise and reimagining our processes we will ultimately unlock growth and ensure a superior customer and employee experience.As the scale and pace of our transformation increases, we are establishing a new team to drive capabilities with our partners and ensure excellence in service delivery to markets.This is a new and exciting opportunity to play a role in delivering performance for Customer Operations to Southern Africa markets & categories. The Performance Delivery Analyst role sits within the newly created Performance Delivery Team which will work with our Southern Africa Markets & Categories and selected Partners (including Genpact, Infosys and Capgemini) to deliver value across all customer operations activities from planning, CD Excellence through to collection of cash. The- team will focus on ensuring end to end processes, enabled by key technologies and ways of working across this eco-system to deliver value and better business outcomes..MAIN JOB PURPOSE:This role will work closely with the Performance Delivery Lead, Manager and Partner; accountable for the service excellence in Deliver & Collect areas; ensuring the future operational capabilities and capacity with the Partners are created and successfully governed across the entirety of the end to end customer operations processes.JOB SUMMARY:Key responsibilities include:Assuring excellence in Service Delivery to Southern Africa countries & categories from the 3rd party partner, through processes aligned to Unilever way of working for MDM (Master Data Management)Establishand driveKPIs and SLAmeasuresthat are fully representative of theoperations and MCOs perceptionof the servicesDriving performance improvement and step-change transformation with the Partner network, through analytics and automationsAccountablefor a robust and fully functioninggovernance and service delivery model- Transactional Alignment, Continuous Improvement,Monthly & QuarterlyPerformance Review meetingswiththe Africa iOps and Partner. Developrobust andeffectiveBCP. Ensure continuous co-ordination between L1 (UL) & L2 (partner) for all operations. Help resolve any escalations/ communication-gap through process interventions.Drive KPIs and SLA measures aligned during iOps project and evaluate for any additions/ changes with changing business requirementsDrive operations to ensure processes are aligned to Unilever ways of working and that C-Ops and MCO KPIs (Service levels, cost savings, etc), SLAs (timeliness, accuracy), and Control targets are met.Accountable for a robust and fully functioning governance model - Transactional Alignment, Continuous Improvement, Monthly & Quarterly Performance Review meetings with the MCO and Partner.Closely work with L3 org (global) to ensure process designs are in sync with market requirements and global designs.Drive Continuous Improvement and break-through changes in operations along with L3 and Continuous Delivery & Analytics teams.Drive risk management of new processes being outsourced, put in place mitigation plans and requisite controls.Develop robust and effective BCP.Work closely with the Analytics team to get visibility of performance to drive insights into actionDrive benchmarking and cross-pollination across markets in the hub and vs other hubs.Represent Market requirements in L3 process design, provide feedback on designed processes.KEY REQUIREMENTS:Business acumen and customer centric mindsetOperational experience in IT, Planning, Execute orDemonstrable Agile mindset and capabilitiesAbility to drive changestrong personal accountability for deliveryAbility to work effectively in both independent and diverse multi-task team environmentsExperienced in working with virtual teams and driving performance across a diverse mixture of cultures.Strong English language skills written and spokenUnderstanding and excellent application of Analytical tools like Power BI. Microsoft Excel & PowerPoint capability would be highly desirable.Unilever is an organisation committed to equity, inclusion and diversity to drive our business results and create a better future, every day, for our diverse employees, global consumers, partners, and communities. We believe a diverse workforce allows us to match our growth ambitions and drive inclusion across the business. At Unilever we are interested in every individual bring ing their Whole Self to work and this includes you! Thus if you require any support or access requirements, we encourage you to advise us at the time of your application so that we can support you through your recruitment journey.Job Category: OperationsJob Type: UniOps Customer Experience Specialist
Durban, ZN, ZA