Analyst - CS operations

Role Description

Protect the business from abnormal and unnecessary leakage by monitoring and following up on KPIs and reporting and proactively analyzing Retail Loss, ADM and Service fee missing trends and highlight risks and by ensuring sufficient data and reporting to stakeholders.

Objectives/Tasks

• Ensuring CS has an efficient solution and routine for Loss Prevention area including discovery, prevention and recovery, reporting, enabling, analysis and organizing data for both internal stakeholders and outsourcing providers.
• Ensuring CS has an efficient solution for reporting and analysis into post booking fulfillment flows and ticketing optimizations such that we can minimize loss and inflows into manual queues
• Together with Loss Prevention analyst create awareness about trends and raise flags
• Together with CS analysts create awareness, KPIs and Dashboarding for identifying fulfillment flow trends and insights to drive operational excellency
• Ensure stakeholders take feasible steps and actions based on findings to reduce retail loss and optimize fulfillment flows
• Set up models and targets for loss prevention areas and how these can be used to recover losses from outsourcing partners and use them in internal incentive models.
• Calculate mistakes per transaction ratios and report to stakeholders
• Calculate and claim loss prevention penalty from outsourcing partners, ensuring maximum recoverable amount.
• Together with Loss Prevention Analyst run simulation studies which sheds light into loss drivers and optimal ways to set targets

Stakeholders

• Fulfillment flow managers and stakeholders
• Loss Prevention Analyst
• MLP, ADM and System Support
• CS Data and Reporting
• Customer Support managers and leaders
• Loss Prevention reason code owners
• CS Directors and Leadership
• CS Financial Reporting Business Controllers
• CS Incentives

Tasks

• Fulfillment flow reports and dashboards
• Monthly reporting and calculation or loss prevention penalties
• Monthly monitoring of deviations from set targets
• Periodic engagement with Loss Prevention and Fulfillment stakeholders and keeping track of loss prevention actions
• Large incident tracker for loss prevention
• Support CS directors in loss prevention and fulfillment matters
• Ensure data sharing, data scrubbing, target setting, penalty calculations, penalty settlement and collections are done in a timely manner