Performance Delivery Analyst – SA – Planning and Execute Functions Job ID: R-36669 at Unilever

MAIN JOB PURPOSE:

This role will work closely with the Performance Delivery Lead, Manager and Partner; accountable for the service excellence in Planning and Execute areas; 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.

JOB SUMMARY:

Key responsibilities include:

• Assuring excellence in Service Delivery to Southern Africa countries & categories from the 3rd party partner, through processes aligned to Unilever way of working for Planning and Execute.
• Establish and drive KPIs and SLA measures that are fully representative of the operations and MCO’s perception of the services
• Driving performance improvement and step-change transformation with the Partner network, through analytics and automations
• Accountable for a robust and fully functioning governance and service delivery model - Transactional Alignment, Continuous Improvement, Monthly & Quarterly Performance Review meetings with the Africa iOps and Partner.   
• Develop robust and effective BCP.   
• Ensure continuous co-ordination between L1 (UL) & L2 (partner) for all operations. Help resolve any escalations/ communication-gap through process interventions.
• Drive KPIs and SLA measures aligned during iOps project and evaluate for any additions/ changes with changing business requirements
• Drive operations to ensure processes are aligned to Unilever ways of working and that C-Ops and MCO KPIs (Service levels, cost savings, etc), SLAs (timeliness, accuracy), and Control targets are met.
• Accountable for a robust and fully functioning governance model - Transactional Alignment, Continuous Improvement, Monthly & Quarterly Performance Review meetings with the MCO and Partner.
• Closely work with L3 org (global) to ensure process designs are in sync with market requirements and global designs.
• Drive Continuous Improvement and break-through changes in operations along with L3 and Continuous Delivery & Analytics teams.
• Drive risk management of new processes being outsourced, put in place mitigation plans and requisite controls.
• Develop robust and effective BCP.
• Work closely with the Analytics team to get visibility of performance to drive insights into action
• Drive benchmarking and cross-pollination across markets in the hub and vs other hubs.
• Represent Market requirements in L3 process design, provide feedback on designed processes.
• Ensure alignment & implementation of global process designs with L1 & L2 (Partner)

KEY REQUIREMENTS:

• 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 like Power BI. Microsoft Excel & PowerPoint capability would be highly desirable
• Business acumen and customer centric mindset