BI Consultant for Complaints & Quality

Context
The complaint department is currently conducting a transformation aiming to better meet customer expectations, reduce complaints handling lead time and improve efficiency/productivity.

Function Description
In this context, complaint service would like to equip itself with a (reporting) enabling to manage complaint files on a day to day basis, i.e.:
° Handle complaints based on E2E time, VOC date and type of file. Identify urgent and important complaints.
° Monitor complaint handling (telephonic handling, productivity, etc.) in order to identify coaching needs for complaint officers
° Financial follow up (claimed amount vs paid amount)

The solution should be user friendly, stand alone and easily adaptable by the business when needed
Current IT environment: For managing the handling of complaints, the complaints officers are using the tool HP Service Manager 9 as a webclient. For reporting, the tool SAP Business Objects XI is now being used. Remark: a migration to version BI4 is planned for 2017.
Target group: managers + domain responsible's + their back-ups (+/- 10 persons in total)

Start Date 01/11/2016
Duration 2 months

Location
Brussels

Required knowledge / Experience

Education
Bachelor/Master or equivalent by experience in IT

Languages Requirement
French Yes
Dutch Yes
English Yes

Experience
° Knowledge/experience in retail banking

Technical Experience
Mandatory
° Experience in business intelligence - developments of reporting solutions
° Business analysis
° Strong command of MS Access & Excel
° SAP Business Objects

Business Experience
Mandatory
° Used to work in close cooperation with business users to continuously adapt solution in a pragmatic way (Agile and Plan Do Check Adapt methods)

Soft skills
° Team player
° Quick self-starter, pro-active attitude
° Good Communication and Influencing skills
° Good analytical and synthesis skills
° Autonomy, commitment and perseverance
° Ability to work in a dynamic and multi-cultural environment