Job expirat
Purpose of the position:
The purpose of Customer Care Reporting EMEA is the collection and management of data from one or more sources and the distribution of that data as the right information to the right people at the right time for the right costs. of Customer Care Reporting EMEA focus to the operational information needs of Xerox Customer Care Services Delivery Operations. Customer Care Reporting EMEA aims to be the owner of business data to support and improve performance of Customer Care Capability Delivery Operations
The Senior Manager / Director Customer Care Reporting EMEA organizes team and tasks on an adequate, validated and efficient manner to achieve the departments goals.
Main responsibilities:
Human side
Responsible for job performance and general development of each team member;
• Establishing what capabilities are required and in how far individual team members have the potential to fulfil these requirements;
• Monitoring the implementation of work activities of individual team members both qualitatively and quantitatively;
• Training new team members in terms of general skills;
• Periodically reviewing personal development by means of mutual discussion and recording of personal development;
• Coaching/motivating team members to enable them to fulfil requirements made both qualitatively and quantitatively;
• Having regular team meetings and organizing team building activities
• Attending and participating in meetings with Client team
• Attending and carrying out screening tests.
Development & Automation
Responsible for the development of (automated) Internal Performance Reporting for EMEA operations
• Support the global development of the Internal Performance Reporting tool(s).
• EMEA development and deployment; managed in EMEA supplied by NA
• Centralize all reporting dB’s
• Responsible for development of (automated) Customized & Client Reporting
• Develop reporting DataMart for Europe
o Consolidate into global DataMart, but extent with transactional dB and webservers
o Functional owned by Reporting EMEA
o Centralize all reporting dB’s
o DB maintenance & support by CC IT and Reporting Services NA
Responsible for development (client) dashboards
• Centralize tools -. ETL-layers by dB owner, GUi and Analytics owned by Reporting NA
• Europe report-development & dB deployment by Reporting EMEA
Business Partners
Responsible for Reporting Project & Implementation Management
• Define (internal) client needs
• Support ramp-up new business / projects
Responsible for development of Information Architecture and Model
• Describe the conceptual data model
• Improve consistency and data quality
• Alignment of data definitions
Responsible for development of new (automated) Customized (client) Reports
• Functional coordination of new Custom & Client Reports for Operations and Delivery Management
• Support and advise Project Managers in project start-up phase
Responsible for alignment with data laws, protection and legislations
• Country and Client specific restrictions
Reporting Shared Production Center
Responsible for centralizing manual reporting tasks, preferable to low cost countries
• Manual Collection & Data Entry; Manual Business Reports
• Improve & Standardize Manual Reports
• Optimize manual Reports
• Advise to Automate Manual Reports in collaboration with Database & Report Development
• Consolidate- and Centralize to Reporting Services Shared Production Center Iasi, Romania
• Hand-over of reports from operations to Iasi; Phase-out reporting tasks in operations
University level Mathematics & Statistics (master)
• Lean Six Sigma (Yellow Belt), preferred
• COPC, preferred
• Customer oriented
• Quality oriented
• People oriented
• Result oriented
With sales approaching $23 billion, Xerox (NYSE: XRX) is the world’s leading enterprise for business process and document management. Its technology, expertise and services enable workplaces – from small businesses to large global enterprises – to simplify the way work gets done so they operate more effectively and focus more on what matters most: their real business. Headquartered in Norwalk, Conn., Xerox offers business process outsourcing and IT outsourcing services, including data processing, healthcare solutions, HR benefits management, finance support, transportation solutions, and customer relationship management services for commercial and government organizations worldwide. The company also provides extensive leading-edge document technology, services, software and genuine Xerox supplies for graphic communication and office printing environments of any size. The 140,000 people of Xerox serve clients in more than 160 countries.
