Lead Development & Reporting

Lahore, Pakistan
JAZZ – Customer Experience Management
Full-time
Grade: L2
Last Date to Apply: 2nd December 2019

As one of the leading employers in the country, Jazz epitomizes the philosophy that each Jazz employee is passionately living a better every day inspired and enabled by visionary leadership, a unique professional culture, a flourishing lifestyle, and continuous learning and development.
 
Our Team & You
As one of the largest private sector organizations in Pakistan, our objective is to continue to change the lives of our 57 million+ customers for the better. This is an opportunity for someone who wants to be part of something transformative, someone who can play a critical role in driving our success. Together, we can empower millions more with the tools necessary to progress in an increasingly digital economy. 
 
What the first 30-60-90 days in the job will look like?

-Within 30 days you will:
Attend and graduate from our company-wide on boarding process along with a detailed orientation program where you will learn about Jazz’s core values, business, and products
Build connections with key stakeholders in different departments and outside organizations
Develop understanding of your function, team responsibilities and your role
Develop a complete sense of technologies and platforms being used at Jazz for reporting, development and analytics
Complete understanding of the existing reports portfolio and the future ambitions and strategic directions for the team
Gather insights into the existing experience that Reporting Team offers in its reports and dashboards
Analyse previous performance and trends to develop understanding of ongoing/ previous projects and launches
 
-Within 60 days, you will:
Facilitate customer experience teams with required data sets to perform analysis
Manage reporting requirements from customer experience teams
Discuss technical feasibility (dynamic/static) with the concerned stakeholders and finalizes project essentials and timelines
Ensure achievement of project requirements as per defined timelines
Coordinate with multiple teams including IT-CRM to export required data streams through database software for data integration and reporting purpose
Generate customer care performance visibility reports to track their KPI’s
Assign tasks to team members to facilitate the ad-hoc requirements
Perform data analysis and providing meaningful insights to management to help them make business decisions
Ensure timely and accurate submission of reports both adhoc and scheduled.
 
-Within 90 days to onwards you will:
Manage end-to-end portfolio of existing reports and development of new reports in collaboration with concern stakeholders
Provide significant input to the subordinates in the development of reports and reviews finalized essentials of projects
Ensure staff is equipped with the requisite knowledge; Identifies training requirements to develop subordinates
Manage performance of direct reports through objective setting, continuous support and feedback and formal appraisal; Assists in performance management of indirect reports
Empower customer care teams to extract reports by their own to reduce the ad-hoc requests, i.e. Transformation of adhoc requests to empowering stakeholders
Transform multiple KPI reports into one stop dashboard using platforms like Tableau, Power BI etc.
 
A Bit About You:
The ideal candidate should have a Bachelors/Master’s Degree in Computer Sciences, Information Systems or Engineering fields and at least 4-5 years of leading a Business Intelligence/DWH teams. The candidate should also have knowledge/experience pertaining to the Customer Experience landscape, Technology based financial services and Cal Center Technologies.
 
A Bit About Us:
The Reporting & Automation team is part of the JAZZ Customer Care Department within the Commercial Division. The team is mainly responsible for creating performance visibility of customer care teams, providing meaningful insights to management for business decisions and digitalization of contact center services.

The structure of the team you will join is:
·       A 24 members team (including the department head) with 02 sub teams
·       You will be part of a 16 members sub-team reporting to a stream head

The two (02) main priorities of the team as a whole are:
·       Creating Customer Experience KPIs performance visibility
·       Ensuring timely and accurate Reporting as per stakeholder requirement
 
The three (03) must have past experiences the candidate should have.
Leadership and Team Management
Data Analytics & Microsoft SQL server stack (Including SSRS, SSIS)
Creating dashboards on platforms like Power BI, Tableau etc.
 
The must have technologies the candidate should have. 
Experience in designing efficient and robust ETL workflows on SSIS
Experience with working on Microsoft SQL Server/Oracle
Experience with large scale Database systems
Experience with an Object-Oriented Programming languages like C#, Java, Scala or Python
Knowledge of writing complex and efficient SQL for relational databases in Microsoft SQL Server is essential.
Basic Knowledge with NoSQL database systems
Proficient with software development lifecycle (SDLC) methodologies like Agile, Test-oriented development
Knowledge of system architecture, object-oriented design, and design patterns that scale and are performant
Understanding of product versioning, packaging and deployment. ​
Experience working on reporting using Microsoft SSRS.
Experience working reporting on Microsoft Excel.
Experience with ASP.net frameworks
Experience in making Dashboards on Tableau, Power BI or other similar platforms.

 
Working at the VEON GROUP demands a high standard of business ethics and adherence to our legal obligations, our values and our Code of Conduct and supporting compliance policies and procedures. Our pioneering spirit is embodied in our values to be customer obsessed, entrepreneurial, innovative, collaborative, and truthful.  Being truthful requires us to act ethically, honestly, and with integrity. 
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