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Consulting/Advisory Services
Enterprise Services (ES) was established in 2022 to provide resilient, scalable and cost-competitive services to BCGers around the world. It includes a range of business-critical activities including Global Finance Operations, Procurement & Payables, Travel, Meetings & Events, Case Team Services, ClientView, Real Estate, Executive Support Services, and Business Insights and Analytics supported by transversal expertise in our product portfolios and Service Excellence teams. Approximately 70% of Enterprise Services employees are located in Delhi, with smaller concentrations in London, Boston, Costa Rica, Madrid, Munich, and Atlanta.
The Enterprise Services Excellence Team (ESXT) partners across BCG's Enterprise Services Service Lines to instill a sophisticated analytics-based service management infrastructure, oversee large change programs, advance people-centric learning & development initiatives. ESXT ensures BCG's Enterprise Services set the standard for BCG operations, enabling BCG's global impact that empowers our client organizations to grow, build sustainable competitive advantage, and drive positive societal impact.
As an ES Service Excellence Analyst, you will be a vital part of the Enterprise Services (ES) Excellence Team. You will work closely with service line leaders, analysts, and other team members to support data-driven service management initiatives. Your role will involve collaborating across the organization to help improve service delivery and ensure operational efficiency.
Key responsibilities include:
Support in the design and development of metrics: Assist with creating and refining key performance indicators (KPIs) to track the effectiveness and value of ES services.
Data collection and reporting: Work with the Business Intelligence and Analytics team to gather relevant data, prepare reports, and support the ongoing maintenance of dashboards for service performance tracking.
Collaborative problem solving: Partner with the team to analyze data, identify trends, and provide insights that lead to operational improvements.
Service Management reporting: Contribute to periodic service performance reports and presentations, ensuring accurate and timely information is available for discussions with leadership.
Stakeholder engagement: Collaborate with internal stakeholders to support various service improvement projects and assist in addressing day-to-day inquiries related to service metrics.
Process improvement: Help identify opportunities to optimize reporting processes, improve the quality of service delivery, and ensure alignment with best practices.
Effective communication: You can communicate clearly and concisely, presenting data-driven insights in a way that is understandable for different audiences.
Data analysis and reporting: You have a strong attention to detail and are comfortable working with data, whether it's analyzing performance metrics or preparing reports.
Collaboration: You enjoy working with cross-functional teams and stakeholders, assisting in solving complex service challenges.
Time management and organization: You are able to prioritize tasks, manage your workload effectively, and meet deadlines.
Bachelor's degree in a relevant field such as Business, Finance, Analytics, or similar.
2-4+ years of experience in data analysis, service management, or a related role.
Experience with data analysis tools such as Excel, Power BI, or Tableau.
Knowledge of service management principles and interest in developing service excellence skills.
Analytical mindset with a proven ability to understand data and draw actionable insights.
Senior Director of Enterprise Services Excellence and the ES Excellence Team
Service Line Leaders and key contributors across different functional areas
Business Intelligence and Analytics Team
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Date Posted: 12/11/2024
Job ID: 99990191
Boston Consulting Group partners with leaders in business and society to tackle their most important challenges and capture their greatest opportunities. BCG was the pioneer in business strategy when it was founded in 1963. Today, we work closely with clients to embrace a transformational approach aimed at benefiting all stakeholders—empowering organizations to grow, build sustainable competitive advantage, and drive positive societal impact.
Our diverse, global teams bring deep industry and functional expertise and a range of perspectives that question the status quo and spark change. BCG delivers solutions through leading-edge management consulting, technology and design, and corporate and digital ventures. We work in a uniquely collaborative model across the firm and throughout all levels of the client organization, fueled by the goal of helping our clients thrive and enabling them to make the world a better place.
