- Office in Mumbai
Company Description
At Nielsen, we are passionate about our work to power a better media future for all people by providing powerful insights that drive client decisions and deliver extraordinary results. Our talented, global workforce is dedicated to capturing audience engagement with content - wherever and whenever it’s consumed. Together, we are proudly rooted in our deep legacy as we stand at the forefront of the media revolution. When you join Nielsen, you will join a dynamic team committed to excellence, perseverance, and the ambition to make an impact together. We champion you, because when you succeed, we do too. We enable your best to power our future.
Job Description
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.
Job Responsibilities
Provides leadership in assigned areas to cultivate and build a high-performing team. Sets goals and keeps the team on track.
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 appear 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 a weekly basis and escalates concerns to Payroll as necessary.
Qualifications
3+ years of Nielsen or 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
Additional Information
Please be aware that job-seekers may be at risk of targeting by scammers seeking personal data or money. Nielsen recruiters will only contact you through official job boards, LinkedIn, or email with a nielsen.com domain. Be cautious of any outreach claiming to be from Nielsen via other messaging platforms or personal email addresses. Always verify that email communications come from an @nielsen.com address. If you're unsure about the authenticity of a job offer or communication, please contact Nielsen directly through our official website or verified social media channels.
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