Job Description - Vice President of BI & Insights

Department:​ CTO Team

Location:​ Transcom Technology Hub, Zagreb, Croatia
Reports to:​ CTO

General Purpose of the Job

The Vice President of BI & Insights is responsible for the strategic planning, definition,
maintenance, and development of the services that are in scope of the BI and Insights product
house. As VP of the BI & Insights Product House, the role also entails looking after the
individual career and professional development plan of each team member, and is expected to
provide effective guidance and direction towards achieving continuous performance
improvement.

The VP of BI & Insights also functions as the Product Owner of all BI solutions developed by the
team, responsible for the delivery of these products and services based on the prioritization of
business requirements. As such, the Vice President of BI & Insights is expected to facilitate and
conduct regular communication with various functional leaders within the organization, in order
to stay informed and knowledgeable of emerging needs and demands, as well as to ensure that
the products and services delivered by the team are relevant and competitive.

Through the delivery of insights and analytics, the VP of BI & Insights provides strategic support
in strengthening the partnership links with key clients of Transcom, as well as the relationship
links among internal functional units including (but not limited to) Finance, HR, Sales and
Commercial, Operations, and Product Management teams.

The VP of BI & Insights also helps drive innovative solutions and sell the growing product
portfolio of Transcom.

 
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Responsibilities

Strategic planning

● Strategic development of roadmap and service evolution

● The Product House Leads partner with business leadership and other key stakeholders to
define opportunities and identify and prioritize projects based on predefined criteria (e.g.
return on investment, productivity, compliance). They strive to understand market
challenges, including customer priorities and competitive issues. Product House Leads are
proactive and anticipatory in their thinking. They are, by nature, driven and provide
significant value to business units. They serve a lead role in enabling the business to
achieve their objectives through the effective use of technology.
● Create and analyze relevant information and develop recommendations that they present
to senior management.
● Identify, screen and evaluate new solution opportunities to address unmet (internal and
external) customer needs.
● Participate in field research in pursuit of new solutions and to evaluate the applicability and
usefulness of current solutions.

Service Development and maintenance

● Development of services through either partners or in-house development.

● Continuous improvement of services prioritized by data driven insights and user/customer
feedback.
● Utilize the appropriate technologies and ensure that customers have the solutions they
need, when they need them, and in the media best suited to their requirements.

Service operations

● Service delivery, continuous improvement.

● 2nd line Incident management and on-call services as required by agreed SLA/OLA’s.

Leadership and organizational development

● ​Collaborate with other Product House Leads and CTO direct reports to align on strategy
and completeness of plans, continuous development/improvement and solid day-to-day
service delivery.
● ​Develop the Product house into a team of high performing autonomous teams. Leading
through leaders.
● ​Collaborate with the CTO Office and the rest of the CTO team on the intake process and
 
Talentarium d.o.o. for employment mediation, Zagreb, Selska cesta 179; OIB: 66469289946; Account number: HR6124020061100657154; 
Registered at the Commercial Court in Zagreb; MBS: 080180047; Members of the Board: I. Marković; Shared capital: 29.400,00 Kuna, paid in full; 
National license for activities related to employment - CLASS: UP/I-102-02/14-03/14, REG. Number: 524-04-02-01/2-14-6; 
 
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 prioritization of candidate projects across the company.
● ​Strategic guidance, goal setting and follow-up.

Financial management
● Financial management (budgeting, forecasting, follow-up of financial performance).
● Perform business analysis, develop solution concepts and prepare recommendations and
business cases as needed.

Service Marketing, Sales and client interactions

● Commercialization and marketing of services, including defining suggested business and

pricing models.
● Bid support and commercial model applied in business context.
● Client engagement will be part of the responsibilities, where the Product House Lead will
present services offered and strategy/roadmap to senior client representatives in order to
help win new client engagements or expansion of current business.

Contracts, Partner/Vendor management

● Responsibility for managing contracts with partners/vendors that are key for delivering the
services. This involves contract negotiation, scoping, optimization.
● CTO Office will support through key vendor management for strategic vendors as well as
running RFP processes and providing license management.

Personality, Leadership Style, and Abilities

A Product House Lead must possess strong business acumen and employ a servant leadership
style. The type of leadership we want to promote in our team is summarized well in the following
video clip: “​Greatness​” by David Marquet. In short, we want to empower leaders on all levels,
including employees, to take their own decisions based on a shared understanding of intent and
a principle of accountability and ownership. This will enable a thinking organization where
decisions are being taken where the information and subject matter expertise is. This in contrast
to a top down, command-and-control style of leadership.

You are able to balance driving a creative and innovative strategic development agenda with
running a high performing and predictable daily operation. You know how to build high
performing teams and make them inspired to work for you and deliver successfully together.
Leading through leaders is another skill that you most likely have.

 
Talentarium d.o.o. for employment mediation, Zagreb, Selska cesta 179; OIB: 66469289946; Account number: HR6124020061100657154; 
Registered at the Commercial Court in Zagreb; MBS: 080180047; Members of the Board: I. Marković; Shared capital: 29.400,00 Kuna, paid in full; 
National license for activities related to employment - CLASS: UP/I-102-02/14-03/14, REG. Number: 524-04-02-01/2-14-6; 
 
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The key to success in our business is all about building trustful relationships with clients, team,
peers, stakeholders, partners and vendors. A strong ability to build such a network of
relationships is desired.

We acknowledge the value of a heterogeneous team in all dimensions. A team composed of

individuals with different backgrounds and experiences will elevate our performance as a team.

Since our organization is spread across the world in different countries and cultures, our
common business language is English. Excellent verbal and written skills, including excellent
ability to present, explain and inspire - all in English - is required.

Products and services that are currently within this product portfolio involve the
following:

Data Integration - includes the setup and connection of different data source systems into
Transcom BI platform
Reports Development - includes configuring and designing basic reports that visualize data
Reporting and Maintenance - includes access to Transcom's BI platform to view reports
Reporting Automation - business analysis and requirements gathering; automation efforts are
done in collaboration with the RPA Product House
Insights, Analytics, and Dashboard Development - includes development of dashboards
containing standard key performance indicators along with correlation of these to business

At present, the BI team sits within the Customer Experience (CX) Product House. CX consists of
two other products: Interaction (or more commonly known as "speech") Analytics, and CX
Advisory Services. BI collaborates with these two other groups from a data, reporting, and
insights perspective, a couple of examples below:
BI makes data available to a CX Advisor in order to strengthen findings and recommendations
that surface after conducting activities such as Process Scoping and Customer Journey
Mapping.
On the other hand, data that is made available through Interaction Analytics solutions (such as
NICE Nexidia, for example) are provided as a data source to the BI team in order for us to
empower our Operations teams with information that correlates the interaction results with other
Operational key performance indicators (e.g. Average Handling Time, CSAT, NPS, Agent
Productivity, etc.)

Outside the CX Product House, the existing BI team is also working in collaboration with the
other Product Houses, namely - Robotic Process Automation, Digital Commerce, Contact
Center Services, and Core Infrastructure Services
RPA Product House - partnership on reporting automation opportunities (as already mentioned
above)

 
Talentarium d.o.o. for employment mediation, Zagreb, Selska cesta 179; OIB: 66469289946; Account number: HR6124020061100657154; 
Registered at the Commercial Court in Zagreb; MBS: 080180047; Members of the Board: I. Marković; Shared capital: 29.400,00 Kuna, paid in full; 
National license for activities related to employment - CLASS: UP/I-102-02/14-03/14, REG. Number: 524-04-02-01/2-14-6; 
 
M: +385 (0)91 3232 339; T: +385 (0)1 304 2376; M: info@talentarium.hr; W: www.talentarium.hr
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Digital Commerce Product House - data integration, reporting and reporting automation for data
sources related to the Chat and Messaging channels
Contact Center Services - BI team is responsible for bringing the data that is delivered through
various contact center applications, giving meaning to this data, and providing it to our Shared
Service Center for reporting purposes
Core Infrastructure Services - BI team's Data Architect and Technical Team Lead are working
hand-in-hand with this Product House in relation to Database Management, Applications
Support, and Service Desk

 
Talentarium d.o.o. for employment mediation, Zagreb, Selska cesta 179; OIB: 66469289946; Account number: HR6124020061100657154; 
Registered at the Commercial Court in Zagreb; MBS: 080180047; Members of the Board: I. Marković; Shared capital: 29.400,00 Kuna, paid in full; 
National license for activities related to employment - CLASS: UP/I-102-02/14-03/14, REG. Number: 524-04-02-01/2-14-6; 
 
M: +385 (0)91 3232 339; T: +385 (0)1 304 2376; M: info@talentarium.hr; W: www.talentarium.hr
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