Senior Performance Analyst

Há 4 dias

Sao Paulo, Brasil Orange Business Services Tempo inteiro

**Job position context**

Within OINIS Operations, WEO is in charge of the support of International Enterprises customers with the goal to deliver the required Quality of Service respecting the financial guidelines. WFEO is the counterpart in charge of the same activity for Wholesale (IC customers) and French Enterprises customers.

Within WEO, the Senior Performance Analyst will be in charge of managing the performance of the organization and providing management with the appropriate inputs to take decisions.

**Missions**

Ensure performance of the WEO organization is at the required level according to OINIS priorities. Performance is composed with following axis : economic (finance), people (HR), operations and customer.

The Senior Performance Analyst will:

- Prepare the monthly Business Review and Operational review
- Collect all decisions and actions shared in these instances
- Ensure Continuous Improvement of the governance of the performance
- Discuss continuously with Operations to get an in-deep knowledge of the day-to-day activities and challenges on performance improvement
- Support performance improvement on one or more axis
- Consolidate WEO performance within the whole Operations scope (WFEO included)

As a focus, the Senior Performance Analyst will be responsible for Customer Experience Management for America.

**Activities**

In its day to day, the Senior Performance Analyst will:

- Gather from stakeholders all materials to build Business Reviews and Operational Reviews support
- Set-up the regular meetings (eg. Business Reviews, Operational Reviews) according to the defined governance
- Capture the key actions on the regular meetings and update action plan follow-up accordingly.
- Communicate the decisions taken on the regular meetings and new actions opened.
- Follow-up actions with owners and update action plan accordingly
- Ensure regular retrospectives are done to step back and improve governance of the performance with appropriate stakeholders
- Set-up interlocks (as appropriate) with Operations to review the performance
- Express requirements to Analytics & reporting teams (or other IT teams) to improve dashboards or any other tool used to manage performance
- Contribute to the Plan to Improve the Performance of Operations in collaboration with WFEO Performance Manager
- Own the productivity & unit costs Improvement plan
- Own at least one Improvement Action of the Improvement Plan

In its focus role as Customer Experience Manager for America, the Senior Performance Analyst would functionally report to the head of Customer Experience for WEO. To perform the role, the following activities are expected:

- Participating in NAM region ECTs representing OINIS operations to capture any topics / issues related to backbone are addressed to the satisfaction of ECT
- Act as a point of contact (Front desk) for Sales and CS&O management team for any escalated issues and work internally within OINIS operations team to address the issues
- Participate in Monthly interlock meetings with CSO Regional Operations presenting the performance of various networks and services
- Build local intimacy with key stakeholders in the region to support and improve overall customer experience / customer satisfaction score
**Job role specificities**

Work in a multi-cultural environment, interacting with a large diversity of actors/contributors/stakeholders: M2 level (WEO director and WFEO director), head of operational departments, Analytics & reporting teams, Performance managers

It is a plus to be curious and being able to understand Orange Business Services and WIN solutions

The Senior Performance Analyst will work in pair with a Carrier Performance Manager based in Brazil as well to ensure a back-up of activities during absence period.

**about you**:
**Required skills and competencies**

The Senior Performance Analyst role requires ability to pay attention to the operational actors, to manipulate figures, to detect improvement areas, to keep unbiased position, to anticipate needs, to bring ideas and be in position to appreciate major stakes for OINIS.

He/She will demonstrate a high level of autonomy, being able to take initiatives and also organize working groups with various stakeholders with Agile mindset.
**Required skills**:
Team spirit oriented and communication skills in multicultural environments

Performance improvement methods (eg. 6 sigma, Lean), a yellow belt certification would be a plus

Rigor in reasoning and tenacity

Good analysis and synthesis capacities

Agile mindset

Community monitoring & animation, knowledge sharing

Forward thinking and time management

Fluent English in reading and writing

A good knowledge of OINIS solutions and processes will be appreciated.

Certifications: ITIL 4, Yellow Belt

**additional information**:
Hi Eduardo,

Thanks for sharing with me. We are used to working in this way.

PIMS doesn't allow more than 1 hiring manager. In addition, to having HR tools

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