|Reference # : ||20-00356
||Title : ||Senior Analyst - Customer Data Ops|
|Experience Level : ||
||Start Date / End Date : ||07/27/2020 / 01/31/2021
| Description |
|Lead analytics involving the U.S. Animal Health Business encompassing roughly (USD)2B of revenue and over 30k customers. The individual will need to support the Associate Director of Customer Data Operations in leading the Indirect Transaction Processing team on day to day processes, but also cover on ad hoc projects where needed. The role will act as a floor leader and interpret technical issues into business speak to help provide clarity to management on current issues and proposed solutions. The individual will be expected to identify potential cross team process opportunities, which will increase efficiencies and accuracy across the business. The individual will be responsible for both written and verbal communications to the business and customers that will be customized to the recipient. This position will be responsible for providing operational reporting and processing validation support for all indirect transactions associated with distributor/reseller programs.|
The individual will serve as lead subject matter expert to transaction processing analysts to perform daily operational tasks associated with the flow of secondary customer sales, pricing and distributor inventory data used downstream by Sales, Marketing and Commercial Operations Discount and Rebates programs. This role will be expected to resolve validation issues on distributor reported transactions and pro-actively address processing issues that result in financial risk to contract pricing compliance or rebate program eligibility. This professional will communicate with internal and external stakeholders to effectively exchange sensitive information to promote business partnership, collaboration and compliance in a competitive market landscape.
? Follow and update approved processes. Provide input on opportunities to improve current processes and procedures.
? Analyze data and interpret trends.
? Identify potential issues via analysis to help avoid larger issues downstream.
? Agility to run forensic analysis on ad hoc issues to identify root cause issues and solution.
? Responsible for evaluating and validating indirect transaction errors to ensure timely and accurate reporting of distributor invoice data.
? Develop and report on key operational performance measures to monitor processing level of effort, accuracy, and compliance.
? Ensures adherence to risk control checklists, provides coordination and assistance for audits as they are performed.
? Lead testing as needed.
? Support process audit activities as defined by supervisor.
? Maintains customer data files, both electronic and hard copy, and comply with corporate retention guidelines.
? Collaborate with fellow Customer Experience teams to ensure that Master Customer Data is up to date and accurate.
? Audit specific validation messages for errors associated with customer contract pricing within the software program to ensure the accurate and timely issuance of payment and that the bid awards were communicated.
? Provides guidance to coach fellow team members tasked with resolving customer issues and ad-hoc inquiries.
? Provides Distributor transaction information support and customer service within a timely manner.
? Follow approved processes and execute day-to-day activities accurately and efficiently.
? Build business relationships to proactively identify potential issues that may affect customers before issues are identified by customers, improves technical expertise, and utilizes available resources in a rapidly changing business and systems environment.
? Ensure experience through customer based touch points undergoes constant improvement measures.
? Serve user community and build relationships to understand the business needs.
? Act as the subject matter expert for the indirect transactional processing team, partnering with Customer Experience Support team to facilitate responses to various customer inquiries.
? Coordinate and collaborate with distributors and external vendors to validate new reporting partners (including but not limited to historical data loads, product cross-references and sales invoice transactions reported by them).
? Provides understanding of systems and business data to management via support of technically advanced or escalated ad-hoc requests.
? Designs sophisticated queries, builds technically advanced reports, and influencing the design scope for automated reports.
? Validate completion and accuracy of information provided on fulfilled requests by team members.
? Encouraging team members to investigate potential enhancements to provide higher quality reporting deliverables.
? Initiate projects to forensically investigate root causes of poor data quality, lead solution implementation and provide status updates of progress to team members, management and business stakeholders.
? Coordinate research of business reported discrepancies to seek resolution of distributor reported invoice issues.
? Develop ad hoc reporting to evaluate potential process improvement opportunities and establish new ways of working to promote operational efficiencies.
? Shares experience and knowledge of tools, systems, and internal solutions resources with team members to improve communication channel effectiveness to exceed customer expectations.
? Understand dynamic customer challenges and identify effective solutions to proactively address customer concerns.
? Direct team members to appropriate support resource for issue resolution to enable timely solution to customer challenges.
? Ensures that existing processes and supporting documentation are kept current, readily available and leveraged in the day-to-day activities of the team members or for potential audit.
? Lead projects and encourage team member contribution that effectively supports task enhancement of varied size and complexity to achieve overall objectives.
? Delivers assignments on time, with quality, across multiple priorities.
? Lead testing initiative and ensure quality assurances are met, and verify information or data is accurate and due diligence is achieved.
? Participate on strategic projects or sub-teams as needed to execute objectives.
? Demonstrate core process knowledge to perform data verification and crosschecking activities to ensure high-quality data is leveraged for transactional processing validation activities.
? Recommend process improvements, system enhancements and bug fixes to gain efficiencies.
? Launch new system functionality release cycles with IT, GBS and other groups as appropriate.
? Provide and maintain process and system documentation to include integration with other systems.