At Nielsen, we are passionate about our work to power a better media future for all people by providing powerful insights that drive client decisions and deliver extraordinary results. Our talented, global workforce is dedicated to capturing audience engagement with content - wherever and whenever it’s consumed. Together, we are proudly rooted in our deep legacy as we stand at the forefront of the media revolution. When you join Nielsen, you will join a dynamic team committed to excellence, perseverance, and the ambition to make an impact together. We champion you, because when you succeed, we do too. We enable your best to power our future.
Job Purpose:
Coordinates work for analysts and senior analysts to ensure delivery timeliness and quality
Ensures analysts and senior analysts follow standard operating procedures, escalation policies, and business rules
Coordinates with the Operations Manager to ensure the health and performance of defined processes supporting the delivery of digital measurement data
Assesses and provides feedback of assigned processes
Rewards and celebrates achievement and addresses poor performance
Drives alignment to ensure teams in multiple locations work together cohesively and sustainably
Assesses and provides feedback on the impact of product and technology changes for processes within purview
Responsible for the training of new hires as well as retraining when necessary
Acts as an escalation point for analysts, internal client teams, and clients
Job Responsibilities:
Works with Operations Manager to manage the regular performance of all assigned processes for high quality and on-time delivery of data
Ensures established SLAs are met for all relevant aspects of assigned processes and escalates if SLAs appears at risk
Provides feedback to Operations Manager on process measures to ensure optimal performance
Identifies continuous improvement and process convergence opportunities
Supports a “root cause” culture to ensure that a true resolution is achieved for all performance incidents identified
Participates in developing operational requirements for process changes
Supports successful implementation of process changes through change management
Manages the year-end/check-in process for direct reports
Provides support for major issues and process changes
Supports on-call rotations or off-shift availability as required by the business
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