Performance Reporting Analyst
Job Description:
Jardine Lloyd Thompson India
Summary |
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Division |
Management Services - IT |
Department |
Group Service Mgt. & Operations |
Sub- Department |
Operations |
Job Title |
Performance Reporting Analyst |
Reports to |
JLT Performance and Reporting Manager |
Grade |
2 (T2:Intermed) Analyst |
Job Purpose |
Performance Reporting processes will manage the production of quality reports and will facilitate narrative and sign off of the end product. The team will also have responsibility for managing the catalogue of reports, including changes and the promotion or demotion of content across delivery mechanisms. Produce reports across all aspects of Service Delivery and Operations, within JLT. The analyst will produce weekly and monthly reports on agreed SLA targets and operational measures. The reporting will focus on the delivery of Service from the technical towers and third party suppliers. |
Job Dimensions |
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Knowledge and Expertise |
Specialist |
Job Complexity |
Varied & Diverse |
Client Relationships / Communication Skills |
Influencing |
People Management and Strategic Impact |
Team Member |
Financial Impact |
1 - No direct/indirect financial impact |
Geographical Impact |
All functions and Business Units within the UK, US and India. |
Principal Accountabilities |
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Delivery Management |
Day to day the role will involve: · Reporting Infrastructure – build and maintain capability to provide all operational reporting for performance, demand and service level adherence and regulatory performance reporting. · Performance Reporting – generation of all Performance Measures (Service Measures and Key Performance Indicators) and Service Level Targets as defined · Performance Monitoring – Visualisation to allow monitoring of Performance Measures and the supporting data to understand exceptions. · Contractual Reporting – delivery of License and Service Provider Contract measures, targets and operational reporting obligations or contractual requirements on JLT and its Service Providers. Where these reports are dependent on data or metrics, the Performance Reporting Function will be accountable for producing the packaged report or the data or metrics to support the report · Operational Reporting – delivery of non-contractual Operational Measurements, which are required to enable Operations to operate effectively · Holistic performance reporting – develop the key metrics to provide a holistic view of performance, across its full range of services · Compliance – ensure compliance for all data provision, access privileges, security and retention · Continuous Improvement – develop a continuous improvement strategy and implementation plan · Support the Performance Reporting Manager in their role as Product Owner for: o SLA reporting o OLA reporting o Performance reporting o Reporting Catalogue
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Communication |
· Open and honest communicating with others using appropriate language tone and approach which remaining courteous and professional always · Actively listens and respects others views which may be different to own. Understands need to accept these at times to achieve results needed · Is aware of the impact their personal communication style has on others, adapting this accordingly when dealing with customers, business partners and colleagues · Willing to challenge and speak up when needed and is clear when sharing reasons why. Is constructive when communicating these in a courteous manner · A friendly and approachable individual, keen to learn, question and challenge |
Relationship building |
· Understands the importance of putting customers first in order to retain and grow JLT's business. Is clear on what they are expected to do and how to achieve this · Earns the trust and confidence of customers, team and manager by consistently delivering against agreed objectives and behaving in a way that meets JLT expectations · Willing to challenge others when appropriate. Offers constructive feedback as to why and can support their view. Willing to accept the final outcome · Actively looks to grow and develop their reputation in their role and team and looks for ways to build mutually beneficial relationships · Is proactive in finding ways of building new relationships. Makes good use of others networks, actively asking to be introduced where appropriate |
Organization |
· Asks questions to clarify understanding around set objectives and behaviours. Agrees what is to be delivered and by when · Plans, prioritises and manages workload effectively to meet targets and deadlines. Shares any concerns or issues quickly, taking necessary steps to rectify · Ensures plans are achievable within timeframes, making any necessary adjustments as needed whilst maintaining quality and service delivery · Is proactive in finding solutions, seeking support when needed. Looks to subject matter experts, team and other business areas to assist rather than Manager only |
Context |
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Operating Environment |
JLT India is a wholly owned subsidiary of Jardine Lloyd Thompson group (JLT). The JLT group has two main lines of business Employee Benefits and Insurance Broking and has its presence through owned companies in over 36 countries and through a network its presence is in over 100 countries. JLT IT Infrastructure Team is a technology support & services provider for JLT India is headed by Director - IT Infrastructure / CIO - IMEA The India IT Team provides services to the organization in line with the India standards on service delivery, technology roadmap and information security. |
Relationships |
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Others |
Outside the company: Vendors, industry peers |
Person Specifications |
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Education |
Essential: Degree
Desirable: MSc / BSA in IT |
Work Qualifications |
Essential: ITIL V3 Foundation certified, Microsoft Excel and PowerPoint 2nd level expert |
Experience |
Essential: · Ability to demonstrate experience of owning reports through life cycle · Working within Service Now and other IT operational data sources to produce reporting · Previous experience of working in a specific reporting role · Minimum of 3 years IT experience |
Knowledge |
Essential: · Exposure to Qlikview to build and maintain reporting |
Skills & Abilities |
Essential: · Strong communication and presentation skills and be able to work to tight timescales |
Key Skills :
Company Profile
--- India Pvt. Ltd. is a wholly owned subsidiary of --- --- Thompson Group, one of world’s leading global insurance broking, employee benefits and consultancy firms
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