Performance Delivery Analyst: Mdm

Background:
UniOps is focused on transforming the way we work to create exceptional experiences across Unilever’s wider ecosystem encompassing markets, customers, employees and Partners. Through leveraging connected technology, third-party Partner skills and expertise and reimagining our processes we will ultimately unlock growth and ensure a superior customer and employee experience.

As the scale and pace of our transformation increases, we are establishing a new team to drive capabilities with our partners and ensure excellence in service delivery to markets.

This is a new and exciting opportunity to play a role in delivering performance for Customer Operations to the African market and categories. The Performance Delivery Analyst role sits within the newly created Performance Delivery Team which will work with our African Markets & Categories and selected Partners (including IBM and Capgemini) to deliver value across all customer operations activities from planning through to collection of cash. The
- team will focus on ensuring end to end processes, enabled by key technologies and ways of working across this eco-system to deliver value and better business outcomes.

Main purpose of job:
This role will work closely with the Performance Delivery Manager and Partner; accountable for the service excellence in Planning & MDM area; ensuring the future operational capabilities and capacity with the Partners are created and successfully governed across the entirety of the end to end customer operations processes.

Key accountabilities:
Key responsibilities include:

- Assuring excellence in Service Delivery to the countries & categories from the 3rd party partner, through processes aligned to Unilever way of working
- Establish and drive KPIs and SLA measures that are fully representative of the operations and MCO’s perception of the services
- Supporting in-market teams on managing and escalating disputes, performance issues and customer related claims (internal and external)
- Driving performance improvement and step-change transformation with the Partner network, through analytics and automations
- Accountable for a robust and fully functioning governance model - Transactional Alignment, Continuous Improvement, Monthly & Quarterly Performance Review meetings with the Africa iOps and Partner.
- Develop robust and effective BCP.
- Accountable for implementation of MDM Strategy within the country and reporting the status to Global MDM lead and Global Program team.
- This role will encompass the management of master data governance organization and governance program across the country
- Works closely with Sr. Leadership to understand Corporate objectives and aligns the MD organization goals and strategies accordingly
- Business Representative accountable for data quality for region
- Defines change management procedures for master data standards, policies, and workflow
- Review Data Quality dashboards and Sponsor continuous improvement initiatives
- Participate in Global Product master projects/ initiatives
- Drives continues improvement and transformation across functions and domains
- Defines change management procedures for master data standards, policies, and workflow
- Review Data Quality dashboards and Sponsor continuous improvement initiatives
- Participate in Global Product master projects/ initiatives

Experience and qualifications required:
Must Have
- Business acumen and customer centric mindset
- E2E function agnostic integrator (non-silo mentality)
- Operational experience in planning
- Demonstrable Agile mindset and capabilities
- Ability to drive change
- strong personal accountability for delivery
- Ability to work effectively in both independent and diverse multi-task team environments.
- Experienced in working with virtual teams and driving performance across a diverse mixture of cultures.
- Strong English language skills written and spoken
- Programme / project management experience - experience in transition of processes

Key interfaces

The role will interface with the following key stakeholders amongst others:

- Performance Delivery Manager
- Category Planning Teams
- Our 3rd Party Partners Operational leadership
- Procurement, HR and Finance Business (as applicable)
- Local and Global Performance Delivery & & UniOps Teams
- Works closely with Sr. Leadership to understand Corporate objectives and aligns the MD organization goals and strategies accordingly