Service and Quality Management Analyst

Location
Chicago
Posted
May 13, 2017
Institution Type
Four-Year Institution
About The Unit: The University of Chicago Shared Services Office (SSO) is a customer service organization focused on providing user-friendly, high quality and cost effective administrative services to the university community. The SSO offers key procure-to-pay and human resource transaction services to customers through consistent processes and enabling technology.

Unit Job Summary: The Service and Quality Management Analyst will be responsible for maintaining a positive, customer service approach in managing relationships and communication with the university community. The Analyst will be responsible for developing relationships with administrative leaders in central and academic divisions in order to effectively address any SSO issues or concerns. Additionally, the Analyst will be responsible for monitoring SSO service performance and proactively identifying opportunities for continuous improvement by soliciting improvement ideas from SSO leadership, SSO staff, and other university stakeholders. They will develop project charters outlining the value proposition for each continuous improvement project, prioritize and create implementation plans, seek approval through SSO established governance committees, and lead continuous improvement projects from initiation through project closure. The Analyst will be responsible for coordinating with SSO teams, central and academic divisions, throughout the lifecycle of each improvement initiative, and manage SSO staff temporarily assigned to support the project. Additional responsibilities include aggregating, collating, and compiling SSO operational metric data from source systems into key performance indicator (KPI) reports in agreed formats, and into operational reports for SSO leadership. The Analyst will use data and analytical models to identify trends to improve the customer experience, and help to ensure/improve the overall quality of SSO service delivery. Essential Functions: - Support Director of Customer Resolution and Quality Management as a relationship manager for designated Schools/Units/Departments - Proactively communicate and manage relationships with central and academic administrative leaders - Conduct client facing meetings on a regular basis to ensure SSO client satisfaction and/or identify opportunities for improvement - Monitor and track SSO organization-wide, team, and individual employee metrics to identify trends and coordinate with SSO team leaders to identify, implement, and track remediation actions - Develop analytical models to identify trends to improve the customer experience, and help to ensure/improve the overall quality of SSO service delivery - Report audit findings to key stakeholders (including SSO AVP and other stakeholders as required) - Solicit improvement ideas from SSO leadership, SSO staff, and other university stakeholders - Develop project charters outlining the value proposition for each continuous improvement project, prioritize and create implementation plans, seek approval through SSO established governance committees - Coordinate with SSO teams, central and academic divisions, throughout the lifecycle of each improvement initiative - Manage SSO staff temporarily assigned to support the improvement projects from initiation through project closure

Unit Education: Bachelor's degree or higher in a related technical area required

Unit Experience: Required Experience: - Experience in a quality management /analytics role - 5+ years of Project Management experience - Higher education industry or shared services experience a plus - Demonstrated proficiency in Microsoft Excel, Word, and PowerPoint Desired Experience: - Previous experience in a higher education setting - Familiarity with administrative processes, procedures, and systems in a university setting - Procurement, or Human Resources functional experience preferred - Ability to interact courteously with customers and ensure interactions are of a high quality of service - Ability to analyze customer needs through soliciting, evaluating and acting upon customer feedback - Ability to coordinate with other internal units to deliver seamless service to customers

Unit Job Function Competencies: - Listens to and accurately captures others' expectations, ideas and concerns - Raises issues and pushes to ensure that the 'right thing' is done despite potential consequences - Maintains a high level of client/customer focus within the team - Develops close working relationships with clients/customers (e.g., trusted advisor) - Keeps the end in mind when dealing with differences in perspective - Ability to manage individual and team assignments to deliver a defined outcome - Ability to manage competing priorities, work simultaneously on multiple initiatives, and meet deadlines - Ability to participate as a team player and positively influence a group - Generates clear/realistic estimates, plan and schedule that helps others understand what needs to be done - Demonstrated ability to utilize spreadsheet software and analyze data - Ability to interpret financial data, produce reports, and present statistical information - Adopts methods and tools or reuses proven work to improve productivity and quality - Excellent written and verbal communication skills - High comfort level with performing quantitative analysis (including accuracy and attention to detail) - Critical thinking and problem-solving skills - Excellent organizational skills, adaptability to change, and deadline driven orientation - Ability to work independently, as well as part of a team - Skills in process mapping / business process reengineering