Performance Analyst

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