Description

The Assistant Manager - Quality, Production Reporting & Analytics will support the Quality, Production Reporting, and Analytics team. This includes supporting objectives across Professional Business Services (PBS) focused on ensuring Baker McKenzie can monitor the service delivery (e.g., quality, productivity, and efficiency) of its functions, services, and global service centers. 

The role's main responsibilities include:

  • Support the design, development, implementation, and overall management of PBS reporting standards across all functions, services, and centers, to be consumed by PBS staff, line managers/leaders, and firm leadership
  • Conduct analyses of services to ascertain and identify potential issues, and coordinate the notification of affected functions, services, or centers, and the Call to Resolve - Process & Quality team (C2R - P&Q) for root cause corrective action/s or potential enhancement projects

Responsibilities:

  • Implementation and overall management of a multi-dimensional performance measurement system to understand results vs. targets in all PBS service delivery areas 
  • Coordinate with Service Owners (SOs), Center leads, and Technology teams to ensure all reports and dashboards are implemented based on a common understanding of service reports and analyses
  • Support the engagement with SOs, Center leads, and other stakeholders when service issues and missed SLAs are identified
  • Coach team members in the mastery of required methodologies, standards, and tools 
  • Support the alignment of PBS services across all Service Centers
  • Monitor and report on the overall performance of the team 
  • Lead or support ad-hoc reporting initiatives that cross functional boundaries within PBS across the Firm

Skills and Experience:

  • Bachelor’s degree (Degree in business, statistics, math, computer science, engineering, or other relevant fields would be preferred)
  • Extensive experience in data analytics, reporting, and project management. Experience in Back Office, Shared Services, or Third-Party Vendor organizations is required
  • Required experience working with ServiceNow Reports and Performance Analytics, Tableau, SharePoint, and Database Management (e.g., SQL scripting, Python), and Power BI
  • Proficient to Expert experience with MS Office, Productivity, Reporting and Visualization (e.g., Tableau, Power BI), Data Virtualization (e.g., Python), and Statistical Analysis Tools (e.g., MiniTab) is preferred
  • Experience working with ServiceNow or similar workflow management technology platforms is preferred
  • Certification in industry best practices or standards (e.g., COPC, ISO, CMMI, etc.) is a plus
  • Experience in handling change management with a solid understanding of the impacts of process and technology changes on the business
  • Exceptional stakeholder management skills and providing insights up to date of the progress
  • Ability to leverage available resources and manage the project under pressure to deliver on time
  • Excellent verbal and written English communication skills
  • Demonstrated ability to deal with and resolve conflicts
  • Ability to assist in the identification and development of methods, plans, and documentation to streamline processes, reports, and systems to improve operations and encourage planning to assure project results