Business Process Analyst Required For Business Wide Projects
nestle
Total years of experience :14 years, 4 Months
•Ensure processes are in place and monitored to align with all internal control and compliance mandates (Trade Asset, Customer Service, Master Data Best Practices).
•Ensure processes and appropriate robust technical platforms are in place to drive most effective use of Trade Asset equipment.
•With DSP specialist, enhance or develop existing demand / supply planning process and templates (system)
•Monitor and provide key insights into equipment performance (ROI) and availability
•Lead technical enhancements for tracking and usage of Trade Assets
•Review and lead innovation in end to end processes that will further automate end to end processes and allow continued reduction of waste
•Support a collaborative customer performance program that minimizes non-performing assets and drives improved profitability.
•In concert with data provided by 3rd Party Service teams, provide analysis and recommendations related to Trade Asset.
•Provide critical analysis, reporting and recommendations specific to the Trade Asset repair and maintenance portfolio to reduce waste and drive improved customer experience.
•Provide leadership in training and development for Trade Asset team related to systems and tools to drive increased staffing proficiencies.
•Provide strong value added reporting, analysis and recommendations designed to drive critical recommendations for improvements to the business. Key support to Business Analyst.
•Manage data collection, validation and publication of Trade Asset KPIs.
•Generating reports in the National Sales department.
•Support the National Sales Management Team by providing reporting for campaigns and dialer management.
•Identify issues generated from the CCC computer based systems and procedural anomalies that are generated by the constantly changing Contact Centre environment.
•Identifies and documents opportunities to create efficiencies within the Contact Centre environment and escalating systems requirements to EBSS.
•Assists with the implementation and follow up of procedural and systems changes. support the change once it is fully implemented.
•Knowledge of all products and services offered by National Sales.
•Professionally, accurately and efficiently produce word processing documents and reports as required.
•Knowledge of all business operational policies, procedures and systems supported by the National Sales Unit.
•Utilizing and developing tools/reports including several Excel models, CMS, IRS Analyzer and various systems.
•Identify and document opportunities to improve the Sales processes.
•Knowledge of specific programs related to the Customer Contact Centre (EDGE, DIALLER, MADI, and IRS ANALZER).
•Analyze, control, escalation and resolution of production and process-related day-to-day issues as identified by the Customer Contact Centre (CCC).
•Review and Analyze of operational activities to identify key trends, highlight risks and close operational gaps.
•Provides support for the front line teams across all CCC sites, including Punta Norte, Mexico.
•Identifying opportunities to create efficiencies within the CCC environment; acting on those that are procedural in nature, and escalating system requirements to the appropriate parties.
•Provides input into the development of system improvements and assists with the implementation and follow up of system and procedural changes, positioning themselves to support the change once it is fully implemented.
•Works collaboratively across all CCC sites to achieve operational consistency and maintain key controls.
•Investigating problem logs raised to provide a complete synopsis for the Contact Centre Technologies team.
•Communicating with Managers/Consultants/CSOs to provide a status on escalated issues and timeframes for resolution.
•Educating Managers/CSOs/Consultants on the appropriate types of issues to be escalated through the inbox along with the appropriate resource tools available to provide the solution.
•Proactively manage the creation, review, maintenance and publication of existing and new policy information in Checkpoint to ensure accuracy and completeness for front line staff and consistency across CCC and branch knowledge resources.
•Manage and administer the national Service Quality Measurement (SQM) survey process to deliver customer survey results to line management and Senior Leadership on a ad-hoc, daily, weekly and monthly basis.
•Coordinating a structured dispute process for line managers to ensure that the investigation and resolution is consistent and objective across all teams nationally.
•As part of the dispute resolution process, review recorded calls and make recommendations based on SQM/CCC guidelines to line managers.
•Review of all Monetary and case queue reports nationally to create consistency in the process.
•Distributing monthly roll up reports across sites on key trends for monetary write offs, errors and training gaps.
•Weekly review of pended, outstanding and closed cases to ensure accuracy of content and observance of correct CSO behavior.
•Manage the Physical & Logical System access process end-to-end to deliver a seamless employee experience while limiting risks for the CCC.
•Liaising with Human Resources to obtain employee information required to grant system access.
•Processing ad-hoc request from line managers and directors to add additional access for existing CSOs and Consultants.
Small Business Banking Officer
Scotia Bank, Nov 2010 - Sep 2012 www.scotiabank.com
•Identify clients' financial needs on a variety of business and retail banking product including day-to-day banking, investment, borrowing and protection.
•Provided information on Scotia Bank products and services over the phone and capitalized on opportunities to sell and cross-sell credit products to meet customers’ financial needs with Superior product knowledge.
•Demonstrated strong relationship building skills by personal initiative and creativity by making referrals to Scotia Bank business partners; maintained working relationships with colleagues in the branch network.
•Handled customer inquiries and complaints over the phone & front counter.
•Maintain strict adherence to Bank Guidelines for Business Conduct and security procedures with respect to assigned authorities and responsibilities reporting any unusual occurrences or fraudulent activity to a supervisor promptly.
•Attending meeting with the management to discuss ways to increase sales and efficiency in the work place.
•Provided mentoring / coaching to junior team members and shared branch knowledge.
Successfully implemented Firefox CRM system for Real Estate Company.
•Transforming the data base from on old CRM system to the new CRM system.
•Liaised with other departments to successfully meet both internal and external customer expectations.
•Controlled project scope and maintained focus on the work plan by providing leadership to team members from other functional areas.
•Successfully managed and maintained large databases under the training and development department while also expanding that role to include the online performance appraisal system.
•Provide individual contribution in problem solving efforts on selected projects to reduce defects, improve customer satisfaction, manage end user impact, enhance revenue opportunities and reduce costs etc.
•Identified any deviations to the work plan and potential issues/constraints that may impact project success and recommended corrective action.
•Prepared and executed the implementation plan; Prepared Issues Log, conducted Post Implementation Reviews and documented recommendations.
•Conduct meetings/presentations as required to communicate project objectives and manage client expectations across many business unit teams.
•Communicates project objectives, quality control and operational needs of end users and involved parties defined in measurable terms, and committed to by those parties.
•Participate in business process review sessions and help client groups to implement process changes supported by technology.
•Work with development and business personnel to develop and execute plans to test and validate systems/applications and business requirements including developing user documentation, first draft of training materials, manual updates, and field communications.
Solving and investigating customer’s long-standing or complex problems passed on by the customer service assistants.
•Supervising customer service teams, learning about the products or services of the organization, and following up-to-date with modifications.
•Developing customer service standards, policies and procedures for the organization or department.
•Ensure that all customer complaints are addressed and responded to in a timely fashion, and also ensure that any service failure is remedied immediately to avoid any threat to the company reputation.
•Update and monitor sales activities, identify opportunities for business growth.
•Ensure compliance policies are understood and strictly implemented.
•Preparing sales agreements and deposit agreement.
•Preparing and executing annual presentations for our year-end review.
•Evaluate staff performance, plans and strategies; hire qualified staff.
Retail Banking Executive
Emirates NBD, Dec. 2005 - Jan. 2007.www.emiratesbank.ae
•Identify clients' financial needs on a variety of business and retail banking product including day-to-day banking, investment, borrowing and protection.
•Provided information on Scotia Bank products and services over the phone and capitalized on opportunities to sell and cross-sell credit products to meet customers’ financial needs with superior product knowledge.
•Demonstrated strong relationship building skills by personal initiative and creativity by making referrals to Scotia Bank business partners; maintained working relationships with colleagues in the branch network.
•Handled customer inquiries and complaints over the phone & front counter.
•Maintain strict adherence to Bank Guidelines for Business Conduct and security procedures with respect to assigned authorities and responsibilities reporting any unusual occurrences or fraudulent activity to a supervisor promptly.
•Attending meeting with the management to discuss ways to increase sales and efficiency in the work place.
•Provided mentoring / coaching to junior team members and shared branch knowledge.
system analysis, project management
accounting and computerise applications