Lead Global Metrics & Insights

About Aptia

Aptia is a new force in the employee benefits and pensions administration services, on a mission to change the world of administration for the better.

In an underserved market, with huge potential for growth, Aptia serves 1,100 clients in the US and UK markets and will be supported by shared services in India and Portugal - helping more than seven million people live healthier and happier lives.

And we are expanding. Aptia Group is not only fuelled by our investors backing but also by our commitment to foster the growth and success of our people. At Aptia, were investing heavily in learning and development, paving unique career paths for our colleagues.

Specialist. Responsive. Thoughtful. These arent just words; they are the backbone of our business. Our team embodies our values daily, to surpass client expectations, evolve constantly and nurture genuine relationships for the long-term.

If you want to join a sector that never stands still, in a company culture that is agile and that will invest in your career development, we could have your perfect next role.

Job requirements

Role & Responsibilities

Lead central Planning and MI function in Aptia and work closely with the Data Engineering team in delivering efficient Planning and MI solutions for Aptia Group

Management Information and Business Intelligence Reporting:

• Lead a group of MI/BI professionals to provide operations with accurate and high quality MI on a regular basis for them to have effective oversight on their respective operations; and to support them with first level of insights into their operations
• Drive automation in the MI/BI space in collaboration with Global Metrics Data Engineering team. And hence to drive efficiencies in the MI function in the year. It is expected that the MI team will be at least 33% more efficient by the end of year 2023, and yet deliver at least the same level of service, or better.
• Collaborate with Data Engineering team to create self-serve solutions to deliver MI more efficiently
• Support respective operations with recovery planning, tracking and insights
• Maintenance of headcount details across all O&T teams and coordination respective operations, finance and Efficiency SteerCo

Planning:

• Create methods and practices to carry out robust capacity planning in back office/Admin and Project based teams in O&T
• Lead the development of Capacity Planning application from an end user s perspective
• Develop and refine individual capacity plans for each of O&T s product lines/regional operations across their on and offshore operations, in collaborations with regional operations leads/heads
• Support optimization of back office/admin workforce management practices across O&T and be able to leverage peaks and troughs, and lean periods to maximize use of existing resources.
• Support COO s Heads of Operations and Finance teams in making appropriate hiring and capacity augmentation decisions which include cross training, contract resourcing, lending & borrowing resources etc.
• Stakeholder management and influence:
• Partner with regional Business Leaders, COO s, heads of Operations, and their respective leads in providing them with meaningful MI and in planning conversations effectively using facts and data.
• Collaborate with them to create an agenda such that they can be supported effectively
• Provide them with regular updates on progress on initiatives and improvements run from within the MI and Planning function, and escalate issues as they arise for awareness and assistance in resolution
• Provide insights that help them run operations more effectively from service delivery, quality and cost perspectives
• Bring out the best practices across teams and to cross pollinate best practices across operations
• In addition to being proactive, respond to data, metrics and analytics demands made by these stakeholders from time to time

Key Deliverables in 2024/25:

• Run an effective MI Function in the year such that timely and accurate reports are produced, and provide first level insights into service delivery
• Run an efficient MI function and leverage self-serve and automation such that the team is at least 15% more efficient than at the start of the year in the human effort that goes into reporting
• Build delver and embed robust Capacity Planning methodologies and processes for robust governance and deeper insights into operations capacity.
• Help COO s articulate their capacity management goals and help them meet those goals.
• Maximize resource utilization and support in ensuring optimal service delivery performance demonstrate the commercial impact of running a centralized Planning and MI function within O&T]
• Build and run robust Work force analytics methodology including, Headcount controls, accounting of capacity for each operation/product line, Joiners and Leavers, and other details as specified in the Unified Workforce Model
• Maintain and develop Unified Contact Centre MI models
• Maintain and develop robust Unified Time accounting Model and partner with finance on Cost accounting and billing where relevant.

General Skills

• Bachelor s degree in business administration, maths, engineering or economics from accredited university or equivalent experience
• 10+ years of experience in business intelligence and performance management in Services Industry, supply chain or logistics
• 10+ years of experience managing cross-functional projects and programs with tight deadlines
• Experience with BackOffice Planning and exposure to Contact Centre operations
• Experience as a Client Relationship Manager or Product Manager is preferred
• Knowledge of customer relationship management practices
• Problem-solving attitude
• Excellent analytics skills
• Excellent communication skills
• Aptitude for fostering positive relationships
• Teamwork and leadership skills
• Customer-oriented mind-set

Technical Skills

• Demonstrate agility and rigor
• Attention to detail with exceptional quality of work
• Excellent communication and interpersonal skills.
• Adaptive to organisational culture and business environment

How to apply

If you are interested in this role, then we d love to hear from you. Please go ahead and click apply and submit your resume with appropriate contact information.

Aptia is committed to creating a diverse, inclusive and equitable work environment. At Aptia, fostering an equitable and inclusive environment for all our people to flourish is a priority. We are an equal opportunity employer and aim to attract and retain the best people without attention to age, background, disability, ethnic origin, family duties, political affiliation, race, religion, gender and sexual orientation.

If there are any reasonable adjustments we can make to the recruitment process to ensure it is accessible to you, we encourage you to reach out to us.