GLS Regional Solutions Centre Solution Analyst December More about Aimia and what we do

Transcription

1 Solution Analyst Grade 8 More about Aimia and what we do Loyalty management is the process of identifying, understanding and influencing best customers in order to build sustained, reciprocal and meaningful relationships that increase profits and drive long term enterprise value. We are Aimia and it is our vision to be the recognised global leader in loyalty management. Across our global enterprise we offer a full suite of services delivered through three loyalty service streams: Coalition Loyalty designing, building and managing multi-partner and shared currency loyalty programs around the globe Proprietary Loyalty designing, building and managing strategic business and customer loyalty programs for individual clients around the globe Loyalty Analytics collecting, analysing and deriving actionable insight from customer data to deliver measurable marketing ROI for clients and partners around the globe Here in Asia Pacific, Aimia has proven experience in partnering with clients to deliver leading proprietary loyalty programs across the region. Our proprietary loyalty service experts design, launch and operate new client programs, re-launch, refresh and operate existing client programs and bring our digital, mobile and analytical expertise to bear on behalf of clients. As we continue on our journey to realise our vision to be the recognised global leader in loyalty management, we are actively building out our capability to offer increased services across the loyalty analytics and coalition loyalty streams. Here in Sydney, we are an office of 120 employees, located at 33 Saunders Street in Pyrmont.

2 Business Unit Overview Regional Solutions Centre (working name for combined RSC and Technology team in region) sits within the Chief Operating Officer function within the Global Loyalty Services business unit. Within the COO function the provision of shared services includes: Program Management, Business & IT Solution; Campaign, Creative & Digital, Reward and Contact Centre services. The Regional Solutions Centre [RSC] Defines, Builds and Operates end to end Aimia loyalty solutions based upon Aimia s Global products. The RSC will also provide support and transition services for legacy client solutions and their eventual move to global product based solutions overtime. The RSC provides expertise, coordinates IP, shares best practice and defines standard models for design, delivery, operating solutions, along with providing consulting expertise to client & business development teams across sectors in GLS. Specifically the RSC is focused on: Global Product Solutions End to end Aimia solutions utilising global products, service packages and strategic partner delivery Input to global product roadmaps to keep our products and Aimia ahead of our competitors Cross-sector IP sharing that is captured and built into our evolving products and services Generates and refreshes knowledge, competencies, practices and skills for deployment across sectors, clients and opportunities Provide opportunities for business collaboration through propagation of packaged knowledge. Productizing the required collateral and training for design, delivery, operations and support of the sales cycle Provides a high quality, scalable & repeatable service experience for global products usage & delivery Standard Operating Models Improves return on investment through the reuse of processes, applications interfaces and business documentation Reduces development, project lead times and maintenance and support costs Optimizes the utilization of scarce resources by leveraging resources through shared services (i.e internally across the division/region, and globally in partnership with strategic partners like HP & Infosys) - avoiding need for country & sector teams to assemble skills at sub-scale and costly levels Repository for gathering knowledge and provide expertise to programs, projects and business initiatives

3 What is the focus of this role? The Solution Analyst is a technical specialist in one or more Global or Regional products. As part of the RSC, the Solutions Analysts further detail a Solution Definition that has been shaped by a Solution Consultant into its constituent parts through detailed design. The Solution Analyst will work with the Project Manager, Technical Leads, Architects and Service Delivery Manager to ensure a successful implementation by the Technical Development teams. The Solution Analyst must be able to document an end to end solution for use of that product to the extent that this solution should be considered as a blueprint for implementation. A Solution Analyst is required to: Understand how clients utilise Aimia products and services, and how Aimia provide these to our clients. Have a macro view of all products and services offered by the RSC, with an aim to become subject matter experts in at least one of our global products as well as relevant regional products and services. Work with a range of internal teams as their role spans multiple regional and global products and services. Interface with external clients and internal teams in the GLS and the Global Delivery teams to implement new Aimia products and services. Translate and document client requirements into an end to end solution, Produce the Solutions Definition Document (SDD) and Functional Requirements Specification (FRS). These documents are required by development and implementation teams, Elicit and document the requirements for a client upgrade to products. As part of the services that Aimia provides, our Aimia Systems Platforms must be upgraded at least one time per year. Responsibilities include: The Solution Analyst will commonly join a client project during the discovery phase and will work closely with the Solutions Consultant in the early stages of the project and then with the technical implementation team in the later stages. They also work with RSC Solutions Consultants to identify gaps in Global Products and propose improvements. Responsible Assist Solutions Consultant(s) with technical questions on RFI and RFPs. Assist with Client pitches and proposals. Once a project is initiated, work with the project team to understand the client and programme needs for new business, and existing client upgrades. Provide demonstrations on the products. Assist in workshops with clients.

4 Identify gaps between client s requirements and product and services proposed, work with the Solutions Consultant for a revised solution, if necessary. Has relationship with internal development, project management teams, and global delivery teams. Completes the Solution Definition Document and the mapping of the client requirements to an end to end solution for the speciality product. Owns and completes the Functional Requirements Solution for the speciality product. Supports the development and implementation teams with queries throughout the life cycle of the client project implementation. Travel required. Accountable (Fulfils the task by coordinating others efforts) Transitions the new solutions into development and implementation teams by working with the Project manager, Technical Lead, Architects and SDM as required. Transitions the upgrade requirements into the development and or service management teams by working with the Project manager, Technical Lead, Architects and SDM as required Signs off development and implementation work against SDD and FRS Project issue resolution. Escalates gaps on product to product management teams via the Solution Consultants. Escalates gaps on service to service delivery teams directly to the SDM. Consultant (Advises on the task) Evaluate project/ opportunity objectives. Project prioritization. Letter of Intent (LOI) and Master Services Agreements for clients. Informed (Is advised on the task) Gains understanding of business strategies. Gathers information on competitor technology. Stays abreast of industry trends in the business and technology. Stays abreast of new functionality Essential skills and experience: Commercial capacity and curiosity. Business and systems analysis experience within complex IT systems using multi tier architecture. Experience of working in a fast changing and dynamic business environment. Ideally knowledge of loyalty program processes and infrastructure.

5 Good understanding of the project development lifecycle and project management methodologies i.e. PRINCE 2. Strategy, planning and change management skills. Proficiency in Excel, Power Point and Microsoft Project, MS Visio. Useful characteristics include: Confident Communicator and able to facilitate workshops with senior clients Technically minded Straight forward Attention to detail Organised Results orientated Good written skills Critical thinking Collaborative What is success in the role? Can demonstrate credibly in front of clients loyalty, CRM and analytics expertise. Collaborative and curious to get to the crux of a client problem quickly. Attention to detail and good analytical skills as there are always lots of interdependencies. Even a simple change can impact the products and the infrastructure. Builds strong network across the global organization, identifying experts that may support knowledge transfer.