Global Business Analyst

Company: Kuoni Global Travel Services

This critical role is responsible for leading a team providing analytical, administrative and operational support to the FIT Operations goals and strategies including the provision of executive data, feasibility study, presentations and analysis to enable effective Operations management. This role is fundamentally important as it provides thought leadership and direction to the team to review existing service channels & due diligence for new initiatives in order to achieve short, medium and long term goals to provide outstanding customer service experiences for GTA’s FIT customers and clients.

Reporting and key relationships:

Reports to:                Manager – Quality Assurance, Reporting and Workforce Planning

Key realtionships:                   Senior Leadership Team Global Operations offices, Global Operations Management, Product Management and IT

Key activities:

Principal Accountabilities:  Key activities and decision    making areas

Typical KPIs and Targets

Continous Improvement and Automation (30%)

• Drive continuous performance improvement through constant proactive monitoring and analysis of customer behavior including measurement of industry and recognized customer service KPI’s.
• Recommending and implementing changes and, where appropriate, aligning these with the business management agenda.
• Identify key process areas and functions which can be automated through the use of technology or migrated to the offshore Process Centre.
• Work with Regional Program strategic lead(s) to drive through automation or migration change activities and report on results/ongoing performance
• Using analytical drivers, system functions and experience based innovation establish a structured and effective contact deflection program
• Involvement in strategic decision making, analysis and implementation of operational processes in relation to projects such as GS, customer segmentation, post departure complaints, operational best practice.
• Act as stream lead to represent operations systems and processes in company-wide projects , provide data / or solutions using our current customer service technologies to support strategic programs , respond to voice of customer demands and enable success in business objectives
• Build and maintain key support relationships with stakeholders and dependent operations e.g. sales , sourcing , IT and marketing

• Customer/stakeholder satisfaction relating to project/change process and outcomes
• Transformation/change team viewed by business functions as professionals who add value
• Strong network with key stakeholders
• Feedback from stakeholders on consulting assignments
• Accuracy of data and analysis output

Leadership & Teamwork (20%)

• Drive a high performance and continuous improvement culture through strong leadership
• Recommend changes required based on business data to Ops management and team
• Assign responsibilities to team members, providing them with the direction and confidence to deliver results
• Collaborate with other transformation/Projects/VOC/QA teams to ensure commonality and consistency of solutions
• Help GTA deliver the 2020 Vision
• Embrace and live our People Deal and our ways of working.

• Development of highly committed and delivery focused teams, consistently delivering high quality results
• Data based recommedations
• 1:1s, objectives & performance reviews completed within agreed timescales
• PDPs in place for any direct reports
• Effective management of underperformers

Operations Business Planning, Reporting & support (30%)

• Own end to end workforce management planning and reporting
• Ensure all Operations centres are staffed correctly without any constant under or over staffing impacting SLAs and cost
• Forecast expected volumes and suggest right staffing level
• Develop and share monthly business dashboard with Ops management team and suggest appropriate Operational changes to have high efficiency and productivity
• Communicate and share key achievements with stakeholders and Ops management every quarter
• Get all existing manuals, user guides and internal documentation for WBS/TC reviewed as well as updated
• Monitor measure and report on the impact of company initiatives on clients and operational teams such as NOVA, Customer Support, Sales force and related system migrations.
• On time
• As per predefined scope
• As budgeted
• Planned benefit realisation
• Minimal impact to business
• Stakeholder feedback
• Timely issue management

 Business Support (20%)

• Create ad hoc presentations, analysis and feasibility study assignment as requested by Operations management
• Ensure Business analysis and reporting processes are effective and propose improvements/changes as required
• Proactive identification of process/data gaps and priorties based on market/competitor analysis 
• Timely implementation of recommendations made by other support teams like Projects/VOC/QA/Change agents
• Create awareness on Business analysis and reporting  approach

• Standard methods and tools deployed
• Evidence of proactive identification of opportunities
• Collabration and timely implementation without any confict

Other:

• Ensure all of the team’s business activities comply with relevant financial, legislative, legal demands and ethical standards of the organization. Undertake various reasonable additional business requests as and when required.

•  Line manager feedback

Complexity:

• Management and control of BA assignments to meet exacting timescales necessary in a competitive market place.
• Co-ordination of premises, people, training, systems and equipment as required for projects

Apply to Job