Assistant Manager Operations
Vadodara Area, India
Role: BAU Enablement Expert (Global) , Client : The Nielsen Company• Leading team of 15 Process SMEs for Reference Data and Change Management• Reference Data Process Enablement and Execution Lead, in adherence with global and local requirements• Implementing strong analytical and communication skills, to interpret customer business needs and translate them into application and operational requirements• Collaborate with developers and subject matter experts to establish the technical vision and analyse trade-offs between usability and performance needs• Critically working on Document analysis, business process descriptions, use cases, scenarios, business analysis, task and workflow analysis for BAU an Transition Countries• Maintains and improves process effectiveness (quality), process efficiency (cost), process performance (throughput) and process vulnerability (security)• Transition support through Process Training, User Certification, Coaching and Mentoring and Post Go Live support to On/Offshore teams• Drives implementation of standard execution of the Process through SOP Compliance checks• Liaison between the business units (Ops), technology teams and support teams• Working independently with users to define concepts and under direction of Nielsen Enablement Lead*Supporting to Robotic Process Automation (RPA) initiative as an Ops representative/Process Expert• Interact with customers to help troubleshoot and resolve functionality problems or issues• Diagnose and resolve customer questions or problems over the call in the areas of system configurations/setup, product functionality, and bugs/enhancements• Coordinating with Service Delivery Managers to ensure coordination and communication with the customer about changes and SOPs defined• Ensures all reporting and data is delivered in a timely manner• Escalation of risks and issues to the respective teams – Application Dev and UAT teams