Team Lead - Operations Process

Job Summary:

The Operations Process Team is responsible for process design, process improvement, program and project management.  The projects and programs are large, cross-functional and cross-regional in nature and impact on-site team members and RPMs throughout US Property Management. The OPT is responsible for launching and coordinating pilots and if successful implementing the updated / new projects and programs.    

The Team Leader works with the OPT Directors to establish success metrics, determine the current baseline, and track metrics during pilot and implementation. They support the team with ad-hoc analyses of research data to support decision making. They support the execution of strategies and programs that drive the financial and operational performance of the Companys property management business by gathering and analyzing market, client, and portfolio data, identifying opportunities for improving financial and/or operational performance, managing programs that promote revenue or client satisfaction enhancement, and performing other analytical, program management, or tasks that support the daily operation of the business.   

The Performance Analyst has four major focus areas: 

• Analytical Problem Solver:

  Analyze data to track baseline and pilot impact along with ad-hoc analyses, as needed. 

• Stakeholder Coordinator:

  Coordinates with data stakeholders to gather the data required for analysis. 

• Engaged Communicator:

  Communicates analysis results in terms of business insights and leverages them for team decisions. 

• Agile Mindset:

  Engages across topics with the team and helps design small, measurable pilots. 

Ideal candidates will be excited to learn new techniques for understanding and improving the operational processes, resident experience, team member experience and client benefits while leveraging their experience to measure and track the impact of the programs rolled out by the OPT. 

Essential Responsibilities:

1. Determines data needs related to projects / programs and works with technology / data stakeholders to gather required data. 
2. Design pilot, implementation and continuous improvement measurement plans and works with technology teams to ensure data flows are established. 
3. Analyze operational and survey data to determine project / program metric baselines and impact. 
4. Present synthesized insights and impact analysis to the OPT and relevant leaders within the business. 
5. Synthesize existing data for ideation and prioritization sessions and leverage knowledge in solution design. 
6. Contribute to building measurement and analytics expertise, tools, and processes in-house. 
7. Manages the project intake and prioritization process for OPT and SOP requests. 
8. Creates tools and resources needed to effectively track and manage data. 
9. Measures the impact changes have during pilots and identifies additional improvements. 
10. Measures the impact changes have during implementation and identifies needs for continuous improvement. 
11. Completes various financial, accounting, and administrative tasks and reports, and performs other duties as assigned or as necessary. 

Organizational Responsibilities:

• Follows established policies and procedures by monitoring and ensuring compliance with regulatory requirements, organizational standards, and operational processes related to area(s) of responsibility and reporting violations or infractions to appropriate individual(s).  
• Practices proper safety techniques in accordance with Company, property, and departmental policies, procedures, and standards by immediately reporting any mechanical or electrical equipment malfunctions, employee/visitor/resident injuries or accidents, or other safety issues to appropriate individual(s).  
• Identifies areas for improvement and offers suggestions to improve efficiency and productivity.  
• Keeps abreast of current changes in technology, processes, and standards within the industry and area(s) of responsibility by attending internal and external training classes, research and/or subscribing to the internet or other professional publications or utilizing other appropriate method(s) to obtain business and professional information and applies knowledge and practices to area(s) of responsibility.

Knowledge, Skills, Abilities:

• High degree of proficiency in Microsoft products such as but not limited to Word, Excel, PowerPoint, SharePoint, Forms, and database management programs to complete required reports and communication materials

• Proficient in designing and developing advanced Power BI dashboards using the Pro version

• Proficient in data manipulation including the programming skills required to manage large data sets
• Experience understanding, processing, analyzing, visualizing, and communicating complex data sets
• Experience designing statistically valid experiments to test and prove hypotheses
• Experience or interest in Agile product development, design thinking 
• College degree in accounting, business, finance, or related field and/or equivalent experience is highly preferred

Shift timings are - 6.30 PM IST to 3.30 AM IST