Description
Services KPI AnalystLimited in your Services KPI Analyst role? Want to work in a global world leading manufacturer of Cash Handling Equipment? Where you will play a key part in the company's growth plans. Entrepreneurial, but don't have the chance to fulfil this currently? This Service KPI Analyst role will give you the freedom to explore exciting international markets and analyse ways in which you can improve the businesses performance against their SLA's.
We are seeking an experienced Service KPI Analyst to join their team based out of either the UK, Spain, Portugal, Germany or the Netherlands.
For the right candidate the salary on offer is: £55K GBP/€82K USD/80 K euro + 10% bonus target (bonus is based on year end company performance).
MAIN PURPOSE OF THE ROLE:
The Service KPI Analyst ensures that the companies….
- measures regional Service Key Performance Indicators (KPI's) timely and consistently, provides reliable KPI information and reports and leads KPI improvement projects
… to enable the company to continuously improve and grow our Service business resulting in an even higher market share, excellent profitability and exited customers
Key Responsibilities:
- Understand and promote the concept of global Service KPI management:
- Roll-out standard KPI concepts in the regions;
- Lead improvement projects in central and regional Service.
- Efficiently manage the process to measure regional Service performance:
- Manage Service KPI's addressing both Service and Service Finance needs;
- Consolidate country and regional Service KPI data into global data;
- Analyse Service KPI's to identify trends and abnormalities in order to feedback information to central and regional Service teams periodically;
- Create Service KPI reports to share with both central and regional Service;
- Identify root causes of negative trends together with regional Service management in order to improve;
- Build excellent relationships with regional Service management and regional data analysts through proactive communication.
- Support regional Service organisations to improve their Service performance:
- Monitor and audit accuracy and quality of regional Service KPI data;
- Create standardised Service KPI improvement methodologies and deploy them in regional Service;
- Share Best Practices with regions;
- Execute Service KPI improvement projects working with regional Service staff.
- Identify and develop new Service KPI's to monitor and control regional Service performance better:
- Develop efficient and effective methods of analysing Service KPI data measuring Service performance;
- Design, (develop and maintain) data interfaces between IT systems;
- Identify and adopt more efficient and more easy ways of producing Service KPI's and reports.
- Other responsibilities as required.
QUALIFICATIONS:
- Minimum 3-5 years' business experience in a Service environment;
- Familiar with KPI data analysis and development;
- Familiar with ERP, databases and interfaces;
- Good analytical skills, ability to research and assess;
- Good communication skills, ability to make formal presentations (internally and externally);
- Good documentation skills, ability to make any type of document to visualise performance trends;
- Fluent in English, secondary language capabilities preferred;
- Fluent in the language of Service business, with strong basic technical understanding of how Service calls are generated, how the dispatch of Service Technicians works in the field, how KPI's are generated etc;
- Awareness of Service market trends;
- Proven Ability to convert "requests" and "desired output" into structured decision trees and process-flow-based descriptions (project examples preferred in assessment);
- Strong user skills with all Microsoft Office products, particularly Microsoft Word, PowerPoint and Excel.
OTHER REQUIREMENTS, PRO'S AND SUCCESS FACTORS:
- International/global experience (diversity, cross border, culture, language barriers etc);
- A passionate approach in maximising business opportunities and business growth;
- Well-developed influencing skills, strength of character, tenacity and cultural sensitivity to be persuasive and effective within an international matrix environment;
- Strong business/commercial acumen, project management skills and attention to detail;
- Ability to handle multiple project in concurrence and to meet deadlines;
- Autonomous - self managed and motivated.
What is on offer:
Basic salary - £55K GBP/$82K USD/€80K euro + 10% bonus target (bonus is based on year end company performance).