Analyst Operational Excellence
hace 2 semanas
Employment Type: Permanent
Contract Duration:
About the team you are joining
The IATA CSC interacts with 1,000+ customers every day in +16 different languages, to provide response to queries on 40+ IATA product families (core and commercial). The CX team is responsible for the design and delivery of the IATA CSC strategy. The OX function resides within CX and is responsible for delivery that strategy, unifying and maintaining standard practices across the IATA CSC different locations and across the different product families it supports. This involves managing stakeholders, processes, systems and tools, monitoring, metrics and KPIs in a unified and agile approach.
As part of the OX team, you will be supporting the Operational Excellence (OX) Manager in all monitoring, reporting and KPI assessment activities related to the IATA CSC Operational.
What your day would be like
Production of all relevant IATA CSC operational dashboards and/or reports;
Production of IATA CSC global and regional monthly scorecards;
Assist in the production of Personal Scorecards, Productivity Matrix, and updates to the CSC Quality Monitoring System;
Manage changes and follow-up on systems’ enhancements (i.e., SF back-end, Digital Genius, Odigo, etc.);
Assist in optimizing capacity planning and workforce management activities'
Assist in CSC process improvements to ensure the efficiency of the Operations;
In addition to these activities, you will also support the Director IATA CSC in globally coordinating operational activities; managing the IATA CSC budget, their calendar and expenses; in stakeholder meetings and follow up on actions and improvements across multiple geographies and product families.
We would love to hear from you if you have
2+ years of relevant experience in process improvement or relevant discipline;
A strong customer-focused mindset and are delivery-oriented;
Fluency in spoken and written English; knowledge of any other language is a plus;
Adaptability to change, are resilient and team oriented;
A proactive mentality who brings energy and enthusiasm to the team;
Curiosity for new technologies.
Travel Required: N
**Diversity and Inclusion are one of our key priorities and we want to role model it. We are committed to building a team that represents a variety of backgrounds, perspectives and skills in which you can contribute at your best and be who you are. The more inclusive we are, the better we will be able to thrive to represent, lead and service the airline industry. If there is anything we can do to create a more comfortable interview experience for you, please let us know.**
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**Learn more about IATA’s role in the industry, our benefits, and the team at **iata/careers/**. We are looking forward to hearing from you
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