Key Responsibilities
- Monitoring processing pendency and TAT breaches in specific regions through dashboards.
- Capacity utilization, driving process efficiency measures for better functioning
- Regular market connects to highlight process gaps and identify potential for TAT reduction
- Interventions and Resolution for TAT-based escalations, monitoring critical cases
- Interaction with customers for critical engagements
- Leading conversations from Product Ops point of view including gathering feedback from customers and suggest process changes if necessary
- Solve customer challenges including TAT breaches, usage related challenges and potential areas for concerns
- Lead conversations including physical conversations wherever necessary
- Internal reporting for usage & monitoring.
- Preparing presentations to leadership for performance reporting
- Sales connect with sales leaders to resolve any pending issues highlighted
- Setup internal connects with the team to provide and collect feedback for improvement
- Products under purview: All global Products
- Leading Apollo project from design to implementation from Quote-to-cash perspective
- Ensuring month end activities such as OID creation is completed for all clean cases across business units
- Ensuring pendency is shared with Sales team on monthly basis
- Driving Process efficiency from posting point of view to reduce and minimize any misses / rework
- Act as the owner for QTC review presentations and reporting as well as driving improvement areas
- Monitoring dashboards to check completion and pendency of BIR and DBC cases, identify and reduce any process wastes
Service India
- CSAT survey monitoring and internal feedback based on responses
- Intervening in escalations and liaise with respective functions for resolutions. Identify ways to reduce repeatability
- Internal reporting for Service India including reviews with senior stakeholders and feedback gathering
- Monitoring of CBI queries and actioned on priority
- Driving Process efficiency measures within Service India to improve TAT, response quality and feedback & resolution monitoring.
Key Requirements
- MBA (Tier I/II College) with 8+ years of experience in Operations, delivery profile, product management experience an add-on
- Prior experience in managing data / information products for sales / marketing use case is a must.
- Proven track record of supporting platform-based products and good understanding of the underlying technology
- Leads by example and demonstrates the personas including product advocacy and ownership
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What We Do
Dun & Bradstreet, a leading global provider of business decisioning data and analytics, enables companies around the world to improve their business performance. Dun & Bradstreet’s Data Cloud fuels solutions and delivers insights that empower customers to accelerate revenue, lower cost, mitigate risk, and transform their businesses. Since 1841, companies of every size have relied on Dun & Bradstreet to help them manage risk and reveal opportunity. For more information on Dun & Bradstreet, please visit www.dnb.com.
Why Work With Us
We are at a transformational moment in our company journey, and we’re excited about it. Each day, we are taking steps to transform our culture into one that activates our people’s best work, exploring what needs to change to accelerate creativity and innovation, and challenging ourselves to think differently about how we interact.
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