DESCRIPTION

Responsible for leading a Diary Processing and Crediting team in the processing of 194 local U. S. markets. Team Leader must successfully lead a team to ensure on-time delivery of daily market closeouts while meeting minimum quality SLA’s as shared with MRC.

Job Purpose:

• Leads a team of front-line operations associates
• Coordinates and distributes work for specialists and analysts to ensure delivery timeliness and quality under tight daily deadlines
• Ensures direct reports follow standard operating procedures, escalation policies, and business rules
• Coordinates with the Operations Leader to ensure the health and performance of defined processes supporting audio diary processing and crediting
• Assesses and provides feedback of assigned processes
• Rewards and celebrates achievement and addresses poor performance, partnering with HR and/or Ops Leadership as necessary
• Drives alignment to ensure teams in multiple locations work together cohesively and sustainably
• Assesses and provides feedback on the impact of product and technology changes for processes within purview
• Responsible for the training of new hires as well as retraining when necessary
• Acts as an escalation point between Ops analysts, Reference Data, Policy, Reporting Teams, and offshore TCS teams

Responsibilities

• Provides leadership in assigned areas to cultivate and build a high-performing team. Sets goals.
• Uses creative approaches to engage staff and implement change
• Promotes Nielsen values and operating principles in all activities, complete regular check-in and performance evaluations. Coach, motivate, and mentor direct reports.
• Recommends personnel actions including hiring, termination, promotion and merit increases.
• Maintain an Overall Entry-Level Accuracy rate for the service of 99.5% or greater.
• Reviews and updates documentation and training materials with the team as needed.
• Works with Operations Leader to manage the regular performance of all assigned processes for high quality and on-time delivery of data; re-prioritizes work as necessary
• Creates production schedules and ensures established SLAs are met for all relevant aspects of assigned processes and escalates if SLAs appears at risk
• Provides feedback to Operations Leader on process measures to ensure optimal performance
• Identifies continuous improvement and process convergence opportunities
• Supports a “root cause” culture to ensure that a true resolution is achieved for all performance incidents identified
• Participates in developing operational requirements for process changes
• Supports successful implementation of process changes through change management
• Manages and approves timecards on weekly basis and escalates concerns to Payroll as necessary

Requirements

• 3+ years of comparable operational experience
• College degree or 3+ years of comparable work experience
• Proven record of delivering quality results on time
• Has the ability to communicate clearly, concisely and effectively
• Strong coaching and mentoring skills
• Uses discretion and exercises good judgment in making decisions
• Ability to identify problems, determine root cause(s) & make recommendations to resolve with some supervision
• Maintains composure and responds appropriately in stressful or crisis situations
• Demonstrates ability to effectively resolve conflicts
• Capable of evaluating process performance within an organization and of making recommendations for improvements
• Ability to recognize process gaps and redundancy
• Perceived as a leader by others, persuades and negotiates effectively
• Proficient with Google tools (Sheets, Slides, and Docs)
• Strong understanding of current Nielsen business, products, and processes, including business uses and requirements