Performance Delivery Analyst – SA – Deliver and Collect Jobs in Unilever Durban, KwaZulu-Natal, South Africa

Full Time

Website Unilever

This Job Listing is about Unilever in Durban, KwaZulu-Natal, South Africa 2022

About the job

Performance Delivery Analyst – SA – Deliver and Collect


UniOps is focused on transforming the way we work to create exceptional experiences across Unilever’s wider ecosystem encompassing markets, customers, employees and Partners. Through leveraging connected technology, third-party Partner skills and expertise and reimagining our processes we will ultimately unlock growth and ensure a superior customer and employee experience.

As the scale and pace of our transformation increases, we are establishing a new team to drive capabilities with our partners and ensure excellence in service delivery to markets.

This is a new and exciting opportunity to play a role in delivering performance for Customer Operations to Southern Africa markets & categories. The Performance Delivery Analyst role sits within the newly created Performance Delivery Team which will work with our Southern Africa Markets & Categories and selected Partners (including Genpact, Infosys and Capgemini) to deliver value across all customer operations activities from planning, CD Excellence through to collection of cash. The- team will focus on ensuring end to end processes, enabled by key technologies and ways of working across this eco-system to deliver value and better business outcomes.

Main Job Purpose

This role will work closely with the Performance Delivery Lead, Manager and Partner; accountable for the service excellence in Deliver & Collect areas; ensuring the future operational capabilities and capacity with the Partners are created and successfully governed across the entirety of the end to end customer operations processes.

Job Summary

Key responsibilities include:

  • Assuring excellence in Service Delivery to Southern Africa countries & categories from the 3rd party partner, through processes aligned to Unilever way of working for Deliver & Collect.
  • Establish and drive KPIs and SLA measures that are fully representative of the operations and MCO’s perception of the services
  • Driving performance improvement and step-change transformation with the Partner network, through analytics and automations
  • Accountable for a robust and fully functioning governance and service delivery model - Transactional Alignment, Continuous Improvement, Monthly & Quarterly Performance Review meetings with the Africa iOps and Partner.
  • Develop robust and effective BCP.
  • Ensure continuous co-ordination between L1 (UL) & L2 (partner) for all operations. Help resolve any escalations/ communication-gap through process interventions.
  • Drive KPIs and SLA measures aligned during iOps project and evaluate for any additions/ changes with changing business requirements
  • Drive operations to ensure processes are aligned to Unilever ways of working and that C-Ops and MCO KPIs (Service levels, cost savings, etc), SLAs (timeliness, accuracy), and Control targets are met.
  • Accountable for a robust and fully functioning governance model – Transactional Alignment, Continuous Improvement, Monthly & Quarterly Performance Review meetings with the MCO and Partner.
  • Closely work with L3 org (global) to ensure process designs are in sync with market requirements and global designs.
  • Drive Continuous Improvement and break-through changes in operations along with L3 and Continuous Delivery & Analytics teams.
  • Drive risk management of new processes being outsourced, put in place mitigation plans and requisite controls.
  • Develop robust and effective BCP.
  • Work closely with the Analytics team to get visibility of performance to drive insights into action
  • Drive benchmarking and cross-pollination across markets in the hub and vs other hubs.
  • Represent Market requirements in L3 process design, provide feedback on designed processes.

Key Requirements

  • E2E function agnostic integrator (non-silo mentality)
  • Operational experience in Deliver & Collect. (Order to Cash)
  • Demonstrable Agile mindset and capabilities
  • Ability to drive change
  • strong personal accountability for delivery
  • Ability to work effectively in both independent and diverse multi-task team environments
  • Experienced in working with virtual teams and driving performance across a diverse mixture of cultures.
  • Strong English language skills written and spoken
  • Programme / project management experience – experience in transition of processes
  • Understanding and excellent application of Analytical tools like Power BI. Microsoft Excel & PowerPoint capability would be highly desirable

Unilever is an organisation committed to equity, inclusion and diversity to drive our business results and create a better future, every day, for our diverse employees, global consumers, partners, and communities. We believe a diverse workforce allows us to match our growth ambitions and drive inclusion across the business. At Unilever we are interested in every individual bringing their ‘Whole Self’ to work and this includes you! Thus if you require any support or access requirements, we encourage you to advise us at the time of your application so that we can support you through your recruitment journey.

Company: Unilever

Vacancy Type: Full-time · Associate 

Job Location: Durban, KwaZulu-Natal, South Africa

Application Deadline: N/A

Apply Here