Senior Officer, Data Analyst

Job description

This role serves as a critical bridge between Customer Service and Operations. The primary focus is to drive sales and payment progress (Top Line), manage order fulfillment metrics, optimize daily operations through process improvements, and provide comprehensive performance reporting to ensure business targets are met.

Key Responsibilities

State the on-site/hybrid/remote status first. Develop, track, and communicate daily, weekly, and monthly Payment and Sales Plans, providing regular progress updates to the team. Collaborate with the CS team to formulate the Freeze Plan and share it with Operations Planners to ensure alignment with overall FG conversions. Monitor and align Delivery Lead Time (LT) versus Customer Request Date (CRD) Lead Time based on current (OOH) guidelines.

Work closely with the CS team on CRD revisions per capacity to maintain and achieve the flexibility Target. Generate and present comprehensive weekly and monthly progress reports for the CS team, key metrics including Sales, Productivity, Flexibility, FG Conversion, Freeze Plan Conversion, CRD Accuracy, Payment vs. CRD, CS Error Rates, and CS Load Management. Prepare detailed data and presentations for periodic performance reviews with the CS LTs.

Conduct monthly Gemba walks and operational audits for both the CS team and Operations Planners to ensure strict adherence to Standard Operating Procedure (SOP) metrics. Partner with the CS team to identify, develop, and implement automation solutions designed to eliminate order processing bottlenecks and pain points. Facilitate daily or ad-hoc alignment calls with the CS team to resolve operational challenges and maintain workflow efficiency, manage Database mapping based on KPI, and perform ad-hoc tasks as assigned.

Qualifications

Bachelor's degree in Business Administration or related field. 2-4 years of proven experience in an MIS, Data Analyst, or Reporting role. Hands-on experience with Data Visualization tools such as Power BI or Tableau. Strong analytical and problem-solving skills with a keen eye for detail. Ability to translate complex data into clear, actionable business insights. Excellent communication and presentation skills.