Team Lead (Operations) Full Time

At Nielsen, we are passionate about our work to power a better media future for all people by providing powerful insights that drive client decisions and deliver extraordinary results. Our talented, global workforce is dedicated to capturing audience engagement with content – wherever and whenever it’s consumed. Together, we are proudly rooted in our deep legacy as we stand at the forefront of the media revolution. When you join Nielsen, you will join a dynamic team committed to excellence, perseverance, and the ambition to make an impact together. We champion you, because when you succeed, we do too. We enable your best to power our future.

Job Description

Job Purpose:

• Leads a team of front-line operations associates. Coordinates and distributes work for analysts to ensure delivery timeliness and quality under tight daily deadlines
• Ensures direct reports follow standard operating procedures, escalation policies, and business rules
• Coordinates with the Operations Manager to ensure the health and performance of defined processes within the business unit
• Assesses and provides feedback of assigned processes
• Rewards and celebrates achievement and addresses poor performance, partnering with HR and/or Ops Leadership as necessary
• Drives alignment to ensure teams in multiple locations work together cohesively and sustainably
• Assesses and provides feedback on the impact of product and technology changes for processes within purview
• Responsible for the training of new hires as well as retraining when necessary
• Acts as an escalation point between Ops analysts and other internal departments such as Policy, Reporting, Technology, and Product teams.

Responsibilities

• Provides leadership in assigned areas to cultivate and build a high-performing team. Sets goals.
• Uses creative approaches to engage staff and implement change
• Promotes Nielsen values and operating principles in all activities, complete regular check-in and performance evaluations. Coach, motivate, and mentor direct reports.
• Recommends personnel actions including hiring, termination, promotion and merit increases.
• Reviews and updates documentation and training materials with the team as needed.
• Works with Operations Manager to manage the regular performance of all assigned processes for high quality and on-time delivery of data; re-prioritizes work as necessary
• Creates production schedules and ensures established SLAs are met for all relevant aspects of assigned processes and escalates if SLAs appears at risk
• Provides feedback to Operations Manager on process measures to ensure optimal performance
• Identifies continuous improvement and process convergence opportunities
• Supports a “root cause” culture to ensure that a true resolution is achieved for all performance incidents identified
• Participates in developing operational requirements for process changes
• Supports successful implementation of process changes through change management
• Manages and approves timecards on weekly basis and escalates concerns to Payroll as necessary

Qualifications

• 2+ years of Nielsen or comparable operational experience as a people manager.
• Proven record of delivering quality results on time
• Has the ability to communicate clearly, concisely and effectively
• Strong coaching and mentoring skills
• Uses discretion and exercises good judgment in making decisions
• Ability to identify problems, determine root cause(s) & make recommendations to resolve with some supervision
• Maintains composure and responds appropriately in stressful or crisis situations
• Demonstrates ability to effectively resolve conflicts
• Capable of evaluating process performance within an organization and of making recommendations for improvements
• Ability to recognize process gaps and redundancy
• Perceived as a leader by others, persuades and negotiates effectively
• Be flexible and open to change
• Proficient with Google tools (Sheets, Slides, and Docs)
• Strong understanding of current Nielsen business, products, and processes, including business uses and requirements
• Fluency in English required
• May be required to work nights, and occasional weekends or holidays

Additional Information

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