WFM – Balance Scorecard

Position Summary

The Balance Scorecard Preparation Team is responsible for developing and implementing a balanced scorecard system within the organization. This team plays a critical role in defining the strategic objectives, key performance indicators (KPIs), and targets across various departments and levels of the organization. The team works closely with senior management, department heads, and other stakeholders to ensure alignment of the scorecard with the organization's overall strategy and goals.

Job Description

• Strategy Alignment: Collaborate with senior management and key stakeholders to understand the organization's strategic objectives and translate them into actionable items for the balanced scorecard.
• KPI Identification: Identify key performance indicators (KPIs) that align with the strategic objectives of each department and the overall organization. Ensure that the selected KPIs are measurable, relevant, and quantifiable.
• Data Collection and Analysis: Gather relevant data from various sources to measure the defined KPIs. Analyze and interpret the data to provide insights and recommendations for improving performance.
• Target Setting: Establish challenging yet achievable targets for each KPI in consultation with department heads and senior management. These targets should support the organization's long-term strategic goals.
• Scorecard Development: Create and maintain the balanced scorecard framework, which includes organizing the KPIs into different perspectives such as financial, customer, internal processes, and learning and growth.
• Monitoring and Reporting: Regularly monitor the performance against the set targets and update the scorecard accordingly. Prepare reports and presentations to communicate the progress to senior management and other relevant stakeholders.
• Continuous Improvement: Continuously review and refine the balanced scorecard system to ensure its effectiveness in driving performance improvement and aligning with the evolving strategic priorities.
• Cross-functional Collaboration: Collaborate with different departments and teams to ensure that the scorecard initiatives are integrated into their respective operational plans and daily activities.
• Training and Awareness: Conduct workshops and training sessions to educate employees about the balanced scorecard system and its importance in achieving organizational goals.
• Technology Integration: Work with the IT department to leverage technology for data collection, reporting, and analysis, ensuring a seamless and efficient scorecard management process.

Desired Skills and Experience

• • Minimum 3 years’ experience on Avaya/NGUCC/Nortel/ Any other Dialler & ACD reporting & Tool.
  • Bachelor's degree in Business Administration, Mathematics, Statistics, or a related field.
  • Proven experience in strategic planning, performance management, or a similar role.
  • Strong analytical skills and proficiency in data analysis tools.
  • Excellent communication and presentation skills to convey complex information effectively.
  • Ability to work collaboratively with cross-functional teams and build strong relationships.
  • Project management skills to manage the implementation of the balanced scorecard system effectively.
  • Familiarity with balanced scorecard methodologies and frameworks is a plus.
  • Knowledge of relevant software tools and technologies for data analysis and scorecard management.

Professional Qualifications

• Relevant graduate or master's degree from a reputed institution