Operations Partner

Acts as the liaison between the clients, commercials, and various operational teams. This role advises, suggests, and discusses solutions with the internal and external clients in terms of NielsenIQ Products for all operational matters, without sales activities, as well as builds operational trust in the data and its quality. This role is a client-facing role.Ensure regular execution of the BAU deliverables maintenance and delivery to clients.Communicate to client in case of BAU delivery encounters: delay (limited scope), rework, as well as align with CS on prioritization.Coordinate with BAU on post-production and pre-delivery checks for clients.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 preparationAccountable 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.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 for NIQ.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:Database Services (structural changes / change requests, new deliverables setup), incl. Feasibility studiesProduct CodingData Quality Issues excl. Coverage & Unusual TrendsSupport in resolution of other operational client queries, with communication back to Customer Support team for:Data and Methodology QuestionsUnusual 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 departmentsResponsible for ensuring SLA & service standards - for query types Operations Partner is responsible forOperational client requests and issues resolution include among others also DDMUse available operational tools to perform all necessary verifications and investigations:Epics, OGRDS, Brandbank product library, eClipse, NRSP, eForte, Discover, CSO/MS Dynamics.Details regarding each query type scope of activities:Database services (new & change requests) incl. Feasibility studiesDeliver solutions to clients with high quality and in a timely manner incl.:Encourage clients to use self-serveEnsure minimum level of information and validity of the requestUnderstand client requirements from client/CS (dive deeper with the client if information provided is not sufficient)Coordinate feasibility studies on possibilities, timing & cost (eg. liaising with Data Ops)Define solutionsConnect with AD team on the pricing for billable option (negotiation is AD responsibility!)Convert the client's needs of any complexity into internal Work Orders (COFs)Provide target dateCoordinate/monitor the execution internally until final delivery.Communicate directly with client, attend any calls/meetings with Client when required in alignment with Customer SupportProvide support if required to confirm which datasets can be available in Configuration Manager (when Configuration Manager is live).Product CodingDeliver solutions to clients with high quality and in a timely manner incl.:Encourage clients to use self-serveEnsure minimum level of information and validity of the requestUnderstand client requirements from client/CS (dive deeper with the client if information provided is not sufficient)Perform investigation and/or coordinate with Data Ops if requiredFacilitate with Data Ops NPP pics from clients to codeGenerate and distribute to client New Production ListingWhen a coding error has been identified - follow the Data Quality Issues  path.Define solutionConnect with AD team on the pricing for billable option (negotiation is AD responsibility!)Convert the client's needs of any complexity into internal Work Orders (COFs), and/or according to available coding guidelines & processesProvide target dateCoordinate/monitor the execution internally until final deliveryCommunicate directly with client, attend any calls/meetings with Client when required in alignment with Customer SupportProvide support if required to confirm which datasets can be available in Configuration Manager (when Configuration Manager is live)Data Quality Issues excl. Coverage & Unusual TrendsOwn resolution of a quality issue incl.:Encourage clients to use self-serveEnsure minimum level of information and validity of the requestUnderstand client requirements from client/CS (dive deeper with the client if information provided is not sufficient)Perform diagnostic and/or coordination with Data Ops if requiredDefine solution, when correction neededProvide target date, as well as information to Customer Support about all datasets impactedCoordinate/monitor the execution internally until final deliveryCommunicate directly with client, attend any calls/meetings with Client when required in alignment with Customer SupportData & Methodology Questions, as well as Coverage & Unusual Trends (part of Data Quality Issues)Resolve methodology, information or unusual trends query which cannot be answered in the first place via self-serve or by Customer Support incl.:Perform diagnostic and/or coordination with Data Ops if requiredDefine resolutionCommunicate back to Customer SupportReview process documentation or operations Knowledge Articles, ensuring that they are updated or created by Knowledge experts, if needed