Associate Manager (Data Operation / Client Operation)

Purpose of the job:

Acts as the liaison between the clients, commercials, and various operational teams. This role advises, suggests, and discusses solutions with the internal and external clients in terms of NielsenIQ Products for all operational matters, without sales activities, as well as builds operational trust in the data and its quality. This role is a client-facing role.

Accountabilities:

• 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 client’s needs and translating them into technical specifications in consideration of technical capabilities and limitations
  • 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 for NIQ
• 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:
  • Database Services (structural changes / change requests, new deliverables setup), incl. Feasibility studies
  • Product Coding
  • Data Quality Issues excl. Coverage & Unusual Trends
• Support in resolution of other operational client queries, with communication back to Customer Support team for:
  • Data and Methodology Questions
  • 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:
  • Epics, OGRDS, Brandbank product library, eClipse, NRSP, eForte, Discover, CSO/MSDynamics