Job description 

How will you make an impact in this role?

This role will be a part of the CEN operations team and will support CEN Business Units like DGT, India CEN & Digital Servicing teams with a multitude of critical MIS & Payroll related tasks. It is a critical support role within Operations where the incumbent will work closely with leadership team to establish & run a robust governance model on key operational aspects like performance MIS, audit & checks, payroll related inputs.

Key responsibilities:

• Ownership & Governance of key operational & payroll related programs like IIY, Active Calling Allowance (ACA), Night Process Allowance (NPA), OJT incentives as per the Company / BU defined policies for CEN functions like US DGT, Digital Servicing & India CEN
• Ownership of collating, validating, reporting & processing of Power pay payouts as per the defined CLR & regulatory guidelines
• Represent the CEN executive office in Statutory Payroll Audits
• Preparing Executive level MIS dashboards, Site scorecards, Presentations for senior leader reviews
• Creation & publication of daily, weekly, monthly performance MIS reports covering all critical operational aspects & metrics.
• Work in close collaboration with GCCM, NPM, OPM, GSN MIS teams to ingest & process data, providing meaningful operational insights.
• Review and analyze long term / short term performance trends in conjunction with business priorities to influence stakeholders on areas of focus to drive improvements
• Participate in business level & operational reviews to understand the changing needs.
• Partner with Operations leaders in designing customize MIS based on evolving business needs

Qualifications:

• Strong knowledge & understanding of CEN, Disputes & Chat operating models
• Well versed with key performance metrics of CEN. Clear understanding of the operational definition & calculations of every metric
• Well versed with all reporting & MIS tools like NPM, Pulse, WFM, Cornerstone etc.
• Highly proficient with MS Excel & Power point
• Demonstrated problem solving, quantitative analytical and logistical planning skills, with the ability to create, analyze and interpret data and trends and act upon opportunities to achieve business objectives
• Candidate must be proactive, flexible, self-starter, organized with attention to detail
• Experience with visualization products or tools like SQL, Python, Tableau is required
• Ability to work simultaneously across multiple work streams – Multi-Tasker
• Strong team player who believes in working as one team. Very high on integrity
• The incumbent should have a minimum combined performance rating of 2 in the last annual performance cycle and should not be on any form of performance review at the time of applying for the job
• Graduate with an overall 5+ years of work experience with a minimum 2 years in the current role

Shift Timing -  US Timing (Mostly between 4pm to 4am)