Expert - CI

The CI Expert is responsible for managing end-to-end CI operational processes and acting as a key point of contact between Operations, Client Services, and in-market stakeholders. The role ensures the timely and accurate delivery of databases, reports, and operational outputs in line with client requirements, defined procedures, and agreed SLAs.

The CI Expert will manage complex operational queries, provide functional guidance to the team, and support the Team Lead in handling critical deliverables and escalations. The role will also identify and lead opportunities for process improvement, simplification, automation, quality enhancement, and productivity improvement.

Responsibilities

• Ensure timely and accurate delivery of data, reports, and operational outputs according to agreed SLAs and client requirements.
• Take end-to-end ownership of assigned CI processes and critical operational deliverables.
• Act as a key point of contact for Client Services and in-market stakeholders for operational queries and requirements.
• Manage complex queries, exceptions, and escalations through structured analysis and timely resolution.
• Act as a secondary point of contact in the absence of the Team Lead.
• Maintain a strong understanding of RMS/CPS end-to-end processes and upstream and downstream dependencies.
• Provide functional guidance and process support to team members.
• Identify and lead process improvement, simplification, automation, quality, and productivity initiatives.
• Conduct root-cause analysis for recurring issues and implement corrective and preventive actions.
• Support effort estimation, workload analysis, capacity planning, and FTE benefit validation.
• Analyse operational data and create meaningful KPI summaries, reports, and performance insights.
• Maintain process documentation, quality controls, and standard operating procedures.
• Support training, knowledge sharing, and capability building within the team.
• Provide constructive inputs to Process Owners, Team Leads, and Operations Managers to improve operational effectiveness.

Expectations

• Profound knowledge of RMS/CPS end-to-end business processes.
• Strong understanding of CI process activities and operational dependencies.
• Ability to independently manage complex queries, escalations, and critical deliverables.
• Strong communication and stakeholder-management skills.
• Good understanding of effort estimation, capacity planning, and FTE benefit calculation.
• Ability to identify and deliver measurable process improvements.
• Strong ownership, analytical thinking, and attention to detail.
• Ability to coach team members and influence stakeholders without direct authority.

• Bachelor’s degree in Business Administration, Commerce, Statistics, Economics, Analytics, or a related field.
• Minimum 7 years of relevant experience in Operations, preferably within RMS/CPS and CI processes.
• Strong experience in data analysis, operational delivery, stakeholder management, and process improvement.
• Advanced Microsoft Excel skills, including PivotTables, lookup functions, data analysis, interpretation, and KPI summary creation.
• Good project-management aptitude, including task sequencing, risk identification, problem-solving, and action tracking.
• Strong internet research skills to analyse and validate product-related information.
• Lean, Six Sigma, Process Excellence, Analytics, or Project Management certification will be an advantage.
• Fluency in written and spoken English.