Performance Delivery Analyst: MDM & Planning Africa at Unilever

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
• Understanding and excellent application of Analytical tools. Microsoft Excel & PowerPoint capability would be highly desirable

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