The Nielsen Company

The Nielsen Company employs advanced data collection methodologies and measurement science to help businesses turn new and traditional sources of data into customer intelligence to better manage their brands, launch and grow product portfolios, optimize their media mix and establish meaningful customer relationships. Nielsen is the world's leading marketing and media information company. We're passionate about measuring and analyzing how people interact with digital platforms, traditional media and in-store environments - locally as well as globally. We provide the most complete understanding of how consumers get information, consume media and buy goods and services. Above all else, our ongoing commitment is to align our business with our clients' needs to ensure they have a competitive edge in an expanding global economy. The privately held company is active in more than 100 countries, with headquarters in New York, USA. For more information please visit us at www.nielsen.com. EOE/AA/M/F/D/V Job Purpose

• Lead & develop individuals & activities within key functional areas of Quality, Deliverables, Client Management and People Management.
• Ensure efficient delivery of high quality services & content across all business platforms
• Successfully structure team and direct & manage client data service associates to deliver functionality & custom deliverables     
• Responsible for organizing & developing a high performing diverse local/regional operations team to meet business needs.
• Act as an expert operations consultant to external & internal clients.
• Provide consulting with regards to operational capabilities & execution to internal & external clients.

Job Responsibilities:
 

• Define an optimal organization structure, determine resource needs & develop appropriate resource plans.  Build/recruit a strong team of talented people with diverse capabilities to meet business needs with medium to long term planning horizons.
• Ensure job requirements, responsibilities, & performance standards/expectations are clearly defined & communicated for all organizational positions.  Specifically:
  • Ensure appropriate metrics/KPIs are established & met
  • Establish team & individual objectives, as well as individual development plans
  • Complete required personnel documentation on time
• Ensure high levels of performance AND employee satisfaction by employing "tough on performance, soft on people" principles
• Address performance issues, taking corrective action where needed & making necessary organizational changes/personnel decisions
• Identify High Potentials/High Performers & ensures they have substantive development plans in place to position them to be successors for key positions
• Ensure that effective reward & recognition systems are in place & utilized to maximize performance
• Ensure that all on-going management practices are compliant with internal policies as well as legal regulations
• Manage client and client service team's expectations regarding database capabilities, delivery and timing
• Understand the client's business issues behind business platform requests and recommend solutions to address client needs
• Act as escalation point for database activities for assigned client/s
• Negotiate commitments and priorities with clients and resolve database issues
• Solicit and evaluate client feedback regarding platform support and make changes to service accordingly
• Drive & facilitate process improvement recommendations to improve in areas of maintenance, refreshes and Operational procedures
• Partner with internal clients (SME/COPS, BOS etc) to execute against client needs, client requests & client business platforms
• Escalation & resolution point for internal & external clients
• Manage & maintain positive influence with change management
• Ability to effectively convey instructions, explanations, and intentions in a concise manner both internally & externally regarding client deliverables/platform
• Implement communication policy & procedures
• Partner across Operations to ensure the highest levels of quality are executed against client deliverables & KPI's
• Lead by example; Role model accountability