Basic Information

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Description and Requirements

1. Serves as the primary Team Member responsible for providing leadership & oversight of SEP (Service Excellence Promise) Program across entire TI Enterprise and whose main objective includes, but is not limited to, the following: 

  • SEP (Service Excellence Promise) Governance Model Walk-Through or Presentations - Educating and making Stakeholders aware of  SEP (Service Excellence Promise) via a walk-through of the  Governance Model as well as all other Processes, Tools and other Documentation that may be associated with said program (i.e. Approval Matrix, RACI Model, Ticketing & Submission Tools, SiSense Dashboard, SLT deck, etc.)

  • SEP Audits -  SOW Review, Data Validation, Goals or Targets Validation, Metric or KPI Validation and Providing Simulations & Analysis

  • Scorecard Finalization or Updates - Provide help or assistance in securing Stakeholder or Client approvals on SEP Scorecards for the business and likewise provide help or assistance with regard to SOW Updates (i.e. Change Orders, etc.)  in the absence of CRM or Client Services within the program and responsible for updating SiSense Dashboard to reflect newly approved KPIs, Targets, Categories or Weights for Reporting 

  • Risk assessment / mitigation – Identifying consistent red-flagged programs based on performance trend analysis or any underlying factors that may lead to client escalation 

  • Stakeholder update presentations – SLT deck creation for COO and CEO which includes  Analysis on Performance Trends, Root Cause, Waivers, etc. 

2. Leads and/or provide assistance in terms of user interface development and processes (i.e. SiSense, Ticketing & Submission Tool, etc.) and builds data cubes or dashboards for reporting and analysis needs 

3. Ensure accuracy and completeness of reporting tools and documents submitted within the prescribed period in adherence to TI quality standards (i.e. Data validation, format, grammar, etc.)

4. Work with multiple stakeholder groups across multiple TI Geographies to collect and present the  Scorecards as well as its results and other reporting tools as necessary

5. Observes or sits in during SEP Governance Model Presentations and Walk-Throughs conducted by the DG&BI Sr. Manager and may lead some himself/herself from time to time in the absence of the former

6. Serves as Tier 2 Support to Tier 1 Team Member when it comes to resolving tickets or other issues reported by End-Users and responds to Stakeholders’ issues by engaging the appropriate parties required (i.e. DG&BI Sr. Manager, GSS VP, COO, etc.) to help de-escalate or resolve issues

7. Attends training conducted by DG&BI Sr. Manager and other online training required to ensure his/her continuous learning & development

Minimum 3 years experience in Business Intelligence or BPO operations, with 6 months to 1 year experience in a fast-paced, highly analytically driven role or capacity in a relevant or related customer support environment with demonstrated experience in using Business Intelligence Software tools.


  • Advanced knowledge of Google G-Suite of products. (e.g. Docs, Sheets, Slides, etc.)

  • Intermediate to Advanced knowledge of SQL Coding using Google Big Query, Toad, or other equivalent software

  • Proficiency in creating data cubes or data sets via Google Big Query or Microsoft SQL Server Database programming (ODBC)

  • Proficiency with Business Intelligence software tools including but not limited to Tableau, QlikView, SiSense, PowerBI, or Data Studio with proven ability to create and interpret data and provide actionable intelligence and recommendations to stakeholders

  • SCRUM Agile Fundamentals certification is a plus

Additional Job Description

Responsible for in-depth analysis of data for Client / Program-specific business needs and the design, development and delivery of solutions to meet those business needs with a prime focus on continuous Process Improvement, Execution and Delivery.

Required Language(s)