EIM Customer Master Data Analyst

Job description

Job Title

EIM Customer Master Data Analyst

Job Description

In this role you have opportunity to

-Review of incoming customer creation and change requests from North America HS (US, CA, SAP MP1) in requesting tool (currently SOLAAR, in future BPDH);

-Responsible for receiving, analyzing and either

·  approving, rejecting (based on existing rejection process) or requesting additional information in accordance with the agreed to turnaround time.

-Current agreed TAT – 24 hours from submission to completed (TAT does not include Infosys processing time and additional credit/tax approvals);

-All rejections must also be within the 24-hour tat

-Resubmissions will restart the clock

-If additional information is required, TAT is still required to be met

-Metrics are gathered and analyzed from this turnaround time and those that are outside the agreed to boundaries are analyzed for trends

-Priority requests are measured to a 2-hour TAT (TAT does not include Infosys processing time and additional credit/tax approvals);

-Role of CMMA is not to define the way the request will be implemented, but only to verify validity, accuracy and completenessof requests

-Participation in operational meetings

Improvements :

-Role does include the identification of gaps or process waste that can be improved

-Role includes the recommendations of how to close the gaps or remove the waste

-Role includes highlighting best practices, requirements or possible improvements to Master Data Manager, who in case of need will either provide training or coordinate training. Role of upfront market approver is a teaching role as she will reach out to requestors to clarify request. In that capacity she will be training on best practice and improvements for request submissions.

-Role includes applying market knowledge in order to suggest best ways to document requests

-Primary liaison between requestor community and CMD Team

Data Flow to be developed but will start as the following: (See flow on following page)

-Requestors submits;

-Request goes from NAM requestor straight to the CMMA. Requestor must select approver when submitting request.

-CMMA will evaluate for validity including completeness and accuracy following the created requestor workflows from EIM.

-Rejections are required to be bucketed within the agreed to buckets - CMMA to document in comments within request itself

-Rejections and Approvals will be executed within the customer request tool

-If approved, Infosys will implement request and notifications will be sent

-If rejected, requestor may reach out to CMMA for clarification – CMMA will be responsible for clarifying reason for rejection

-If additional information is required per the agreed to model (see supporting documentation) – CMMA will reach out to requestor to clarify and after conversation, either approve or reject

·  If no agreement can be reached, escalation will occur – CMMA to forward request to NAM Master Data Manager and EIM SME;

-Rejection reason metrics will be maintained by SME and shared with CMMA, Data Steward, NA Sr. CMD Manager and CFC managers.
Rejection metrics from CMMA will be maintained by the approver and shared to all concerned.The CMMA is part of EIM Operations so if a request is rejected by the CMMA this data should be available via SOLAAR reporting and provided as part of rejection metrics from the operations process.
EIM SME will share rejection metrics from operations process.

In this role we offer you

Working at Philips is more than a job. It's a calling to create a healthier society through meaningful work, focused on improving 3 billion lives a year by delivering innovative solutions across the health continuum . Our people experience a variety of unexpected moments when their lives and careers come together in meaningful ways.

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