associate client operations

 Act upon the incident management process according to the formalized process and RACI
 Responsible for quality assurance & resolution of operational escalations – working with Customer Support
(which is Accountable / SPOC for client) & Data Operations
 Attend, contribute to and coordinate with Data Ops regular operations & quality reviews and escalation-
related face-to-face meetings with client – in alignment with Customer Support
 Attend and contribute to internal meetings eg. regular CHT, QEM incl. clarification of root causes, etc., and
escalations/wellness-related incl. improvement plans preparation
 Accountable for delivery of operational projects incl. Product Enhancements and any major global
operational changes incl. communication, discussing technical questions around process, technical
possibilities, recommend effective solutions, define delivery targets and communicate progress, risk, status
reporting, etc.
 Drive design of operational solutions with the internal and external clients incl. identifying client’s needs
and translating them into technical specifications in consideration of technical capabilities and limitations
o Incl. Introduce / suggest the client pro-actively new improvements / new solutions in their
databases that results in driving revenue and enabling simpler, more enduring and cost-efficient
database production. Prepare and communicate impact analysis on syndicated data at country or category level
 Capture and share lessons learned related to solved issues
 Identify gaps and areas for improvement in the process
 Contribute to resolving elements of regional & global clients’ queries via collaboration with other countries
 Accountable for E2E timely and accurate resolution of operational client requests and issues, incl. direct
client communication for:
o Database Services (structural changes / change requests, new deliverables setup), incl. Feasibility
studies
o Product Coding
o Data Quality Issues excl. Coverage & Unusual Trends
 Support in resolution of other operational client queries, with communication back to Customer Support
team for:
o Data and Methodology Questions
o Unusual Trends & Coverage (part of Data Quality Issues)
 Triage tickets and cooperate closely with various operations departments to resolve client queries through
an efficient workflow – being the only gate way for Commercial teams to Data Ops departments Responsible for ensuring SLA & service standards - for query types Operations Client Partner is responsible
for
 Operational client requests and issues resolution include among others also DDM
 Use available operational tools to perform all necessary verifications and investigations:
o Epics, OGRDS, Brandbank product library, eClipse, NRSP, eForte, Discover, CSO/MSDynamics

experience

2