Associate Client Operations

Ensure regular execution of the BAU deliverables maintenance and delivery to clients

Communicate to client in case of BAU delivery encounters : delay (limited scope) rework as well as align

with CS on prioritization

Coordinate with BAU on post-production and pre-delivery checks for clients

Act upon the incident management process according to the formalized process and RACI

Responsible for quality assurance & resolution of operational escalations working with Customer Support

(which is Accountable / SPOC for client) & Data Operations

Attend contribute to and coordinate with Data Ops regular operations & quality reviews and escalation-

related face-to-face meetings with client in alignment with Customer Support

Attend and contribute to internal meetings eg. regular CHT QEM incl. clarification of root causes etc. and

escalations / wellness-related incl. improvement plans preparation

Accountable for delivery of operational projects incl. Product Enhancements and any major global

operational changes incl. communication discussing technical questions around process technical

possibilities recommend effective solutions define delivery targets and communicate progress risk status

reporting etc.

Drive design of operational solutions with the internal and external clients incl. identifying clients needs

and translating them into technical specifications in consideration of technical capabilities and limitations

o Incl. Introduce / suggest the client pro-actively new improvements / new solutions in their

databases that results in driving revenue and enabling simpler more enduring and cost-efficient

database production.

Prepare and communicate impact analysis on syndicated data at country or category level

Capture and share lessons learned related to solved issues

Identify gaps and areas for improvement in the process

Contribute to resolving elements of regional & global clients queries via collaboration with other countries

Accountable for E2E timely and accurate resolution of operational client requests and issues incl. direct

client communication for :

o Database Services (structural changes / change requests new deliverables setup) incl. Feasibility

studies

o Product Coding

o Data Quality Issues excl. Coverage & Unusual Trends

Support in resolution of other operational client queries with communication back to Customer Support

team for :

o Data and Methodology Questions

o Unusual Trends & Coverage (part of Data Quality Issues)

Triage tickets and cooperate closely with various operations departments to resolve client queries through

an efficient workflow being the only gate way for Commercial teams to Data Ops departments

Responsible for ensuring SLA & service standards - for query types Operations Client Partner is responsible

for

Operational client requests and issues resolution include among others also DDM

Use available operational tools to perform all necessary verifications and investigations :

o Epics OGRDS Brandbank product library eClipse NRSP eForte Discover CSO / MSDynamics

Key Skills

Business,Information Management,Accounting,Corporate Risk Management,Faculty,Jms

Employment Type : Full Time

Experience : years

Vacancy : 1