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Metrics Analyst I

IT/Technical & Product Development
RE 0061M Requisition #

Job Summary

·     S/he will work closely with Metrics Leadership Team in delivering performance metrics methodologies, frameworks and best practices across the organization as well as develop and implement strategies to streamline the metrics reporting structure, performance dashboards and scorecards, and other performance measurement and performance management tools.

·     S/he will be responsible in successfully delivering the 3 areas of assigned to his/her role as defined in the Accountabilities section

o   Metrics, Reports and Analytics

o   Leadership / People and Team Management / Stakeholder Management

o   Project Management / Operational Effectiveness / Continuous Improvement / Automation / Business Intelligence and Data Visualization Tools Expertise (i.e. Tableau)

·     S/he will lead and drive the Metrics Team to work closely with the Business Unit's Operations Teams to design and implement metrics reporting framework, analytics methodologies, establish benchmarks, conduct Root Cause Analysis, identify process and performance improvement opportunities.

·     S/he will help in managing the Metrics Team and will act as the team’s POC in the absence of the Metrics Supervisor.

·     S/he is a Subject Matter Expert (SME) and will be called upon to provide expertise and guidance for all core reports and metrics processes.

·     S/he will closely work with the Metrics Team, various Operations Leaders and key stakeholders to implement, execute, and revise metrics reports, identify and analyze meaningful trends, drive process optimization initiatives and recommend valuable solutions to address performance gaps.

·     S/he will ensure that the team meets the SLA delivery and provide coaching and mentoring to the Metrics Analysts.  S/he will help ensure the professional development of each Metrics Analyst I and provide valuable insights that will result to the advancement of the Metrics Team.

·     S/he will assist in the establishment of strong business relationship with the Global Metrics Leads, operations teams and vendors.

·     S/he will actively participate in all Quality, Metrics and Workforce Management Leadership meetings and work together with the leaders in creating solutions and strategies that will drive operational effectiveness across the organization as well as promote outstanding EOS result for the department.


The function is accountable in managing and delivering the following areas:


Metrics, Reports and Analytics

·     Expert in all verticals (multi-skilled / multi-functional) and able to perform end-to-end process of the assigned reports without issues on accuracy and timeliness. Can provide training and certification as well as “Tier 2” (SME) type of support.

·     Assist in the development of quality management framework to various reports. Conducts second level audit and strictly validate accuracy of various reports generated by the team.

·     Find, investigate, and map out strategies to correct timeliness and quality issues of the team.

·     Perform comprehensive trend analysis of critical reports and communicate findings to stakeholders.

·     Analyze the performance of supported teams regularly to determine successes and identify opportunities for improvement.

·     Partner with stakeholders in defining and setting appropriate performance metrics of their operations and provide recommendations on how to best measure and report these.


Leadership / People and Team Management / Stakeholder Management

·     Assist Supervisor in the day-to-day management of the team – drives engagement, provides ongoing communications, coaches and develops staff.

·     Monitor performance of the Metrics Team and ensure that SLAs are consistently exceeded. Assist in the formulation and implementation of action plans to continuously improve performance of the team.

·     Assist in the development and implementation of support plans for the team to meet service level objectives.

·     Collaborate with leadership team in formulating and executing strategies to help drive the successful completion of all key priorities.

·     Drive projects and initiatives aligned with the key priorities and business objectives of the team.

·     Work with Metrics Supervisor in identifying training needs and accomplishing development plans for each Metrics Analyst.

·     Design training curriculum for new Metrics Analysts. S/he is also responsible in the training and certification of the Metrics Analysts.

·     Partner with the Metrics Supervisor in ensuring that company policies are consistently followed by the team.

·     Provide coaching and mentoring to Metrics Analysts I to ensure the team is kept highly-engaged and motivated.

·     Encourage and drive team members to engage and actively participate in different activities, trainings and business meetings. 

·     Create and maintain teamwork culture, participate in resolving operational and team issues effectively.

·     Participate in recruitment process of Metrics Analysts through conducting interviews of applicants.

·     Proactively partner with stakeholders to ensure all applicable metrics and reporting support are consistently delivered by the team.

·     Resolve stakeholder escalations when applicable.


Project Management / Operational Effectiveness / Continuous Improvement / Automation / Business Intelligence and Data Visualization Tools Expertise (i.e. Tableau)

·     Tableau expert with the ability to create reports in Tableau from scratch with minimal to no guidance from Global Metrics Leads.

·     Advanced SQL knowledge and can develop, modify and run queries.

·     Can provide Tableau training and troubleshooting support.

·     Participate in the development and implementation of new technologies that ensure our ability to meet business goals.

·     Drive key initiatives to facilitate team process improvement and efficiency.

·     Partner with Leadership to implement improvements aimed to increase productivity and staff effectiveness.

·     Assist the team in their CI projects through coaching as well as becoming a valuable project team member.

·     Oversee the process of ad hoc metrics reporting requests, including implementation of a new global process for managing these requests.

·     Work closely with Global Consultants and Local Operations leaders / SME’s to provide ad hoc analysis, and to implement new reports and enhancements to existing reports / dashboards.

·     Assist in upscaling Metrics Team’s competencies and scope of support to add more focus on performance analytics, reports automation through Tableau and retirement of legacy tools and databases.

·     Partner with management and leadership teams in doing performance trend analysis to surface root cause as well as strategize action plans to address these.

·     Assist in conceptualizing what metrics best represent effectiveness of operations teams and design appropriate visualization to facilitate understanding and trends. Implement tools and strategies to translate raw data into valuable business insights.

·     Support the development and growth of the Global Metrics Platform, including testing, validation, gathering business requirements and data modeling.

·     Embrace tools and technology to drive automation of dashboards and operational efficiencies.

·     Identify and implement opportunities to leverage Tableau to automate dashboards; thought leaders around emerging metrics reporting capabilities.

·     Perform other tasks/projects assigned by the immediate superior.

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