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Service Reporting & Analytics Manager

Job Category:

BPO / KPO / Shared Services

Job Level:


Open Date:




Close date:


Client Industry:


Job Description and Qualification:

The Service Reporting & Analytics Manager will lead the implementation and operation of the service performance reporting and Workforce Management programs and processes for the organization. This includes establishing and managing the KPI metrics catalog and dashboards, executing standard reporting service for the organization.

  • Responsible for standard reporting for the Shared Services across the executive, management , and operational layers
  • Lead the development & maintenance of service performance metrics & KPIs across the organization, including service KPI catalogs, metric development/updates, performance reporting, dashboard management, benchmarking, and capacity planning.
  • Lead the Execution service performance & reporting activities across the Shared Services and the US Workstreams to ensure timeliness, quality and accuracy of the reports.
  • Perform data quality reviews, KPI reviews and dashboard reviews to ensure that quality and accuracy of form and substance of the reports
  • Provide Data Driven insights and analysis
  • Lead the implementation of the Workforce Management capability and reporting process
  • Drive the development of service performance & reporting tools & automation.
  • Lead and Manage the team of Reporting Analysts for his/her area of responsibility to ensure that they meet their timeliness, quality/ accuracy, productivity and efficiency goals and drive a high performance culture for the team
  • Bachelor's Degree
  • Have 7+ years of hands-on experience in service performance reporting and analytics, root cause analysis, data analytics & visualization tools (Power BI or Tableau, Alteryx)
  • Experience in Shared Services/BPO roles, Industry experience in doing reporting & analytics in the functional area supported (HR, Finance, Procurement, Accounts Payable, Billing, Cash Posting).
  • Experience with service performance & Reporting, including metrics, performance reporting and analysis and dashboard experience (including management of tools)
  • Six Sigma certification is a plus
  • Willing to work in midshift and in nightshift
  • Willing to work onsite