Job Purpose:

• Leads a team of front-line operations associates.

• Coordinates and distributes work for specialists and analysts to ensure delivery timeliness and quality under tight daily deadlines.

• Ensures direct reports follow standard operating procedures, escalation policies, and business rules.

• Coordinates with the Operations Leader to ensure the health and performance of defined processes supporting audio diary processing and crediting.

• Assesses and provides feedback of assigned processes.

• Rewards and celebrates achievement and addresses poor performance, partnering with HR and/or Ops Leadership as necessary.

• 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.

Job Responsibilities

• Provides leadership in assigned areas to cultivate and build a high-performing team. Sets goals and keeps the team on track.

• Uses creative approaches to engage staff and implement change.

• Promotes Nielsen values and operating principles in all activities, complete regular check-in and performance evaluations. Coach, motivate, and mentor direct reports.

• Recommends personnel actions including hiring, termination, promotion and merit increases.

• Maintain an Overall Entry-Level Accuracy rate for the service of 99.5% or greater.

• Reviews and updates documentation and training materials with the team as needed. 

• Works with Operations Leader to manage the regular performance of all assigned processes for high quality and on-time delivery of data; re-prioritizes work as necessary.

• Creates production schedules and ensures established SLAs are met for all relevant aspects of assigned processes and escalates if SLAs appear at risk.

• Provides feedback to Operations Leader 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 and approves timecards on a weekly basis and escalates concerns to Payroll as necessary.

• 3+ years of Nielsen or comparable operational experience

• College degree or 3+ years of comparable work experience

• Proven record of delivering quality results on time

• Has the ability to communicate clearly, concisely and effectively 

• Strong coaching and mentoring skills

• Uses discretion and exercises good judgment in making decisions

• Ability to identify problems, determine root cause(s) & make recommendations to resolve with some supervision

• Maintains composure and responds appropriately in stressful or crisis situations

• Demonstrates ability to effectively resolve conflicts

• Capable of evaluating process performance within an organization and of making recommendations for improvements

• Ability to recognize process gaps and redundancy

• Perceived as a leader by others, persuades and negotiates effectively

• Proficient with Google tools (Sheets, Slides, and Docs)

• Strong understanding of current Nielsen business, products, and processes, including business uses and requirements

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