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Data Governance Manager

2 months ago

Markham, Ontario, Canada Accoravillage Full time

About Accoravillage

Accoravillage is a leading provider of home and commercial services and energy solutions. We are committed to delivering exceptional customer experiences and operating in an environmentally responsible way.

Job Summary

The Manager - BPO Vendor and Data Quality will be responsible for overseeing and managing the performance of a Business Process Outsourcing (BPO) vendor that specializes in data cleansing of customer information records and developing and enforcing data governance policies.

Key Responsibilities

  • Vendor Management
    • Partner with internal stakeholders to understand drivers of customer issues and prioritize data-related initiatives.
    • Build and develop data governance rules with partnerships across the business to measure compliance and effectiveness.
    • Oversee the day-to-day operations of the BPO vendor, ensuring adherence to service level agreements (SLAs) and key performance indicators (KPIs).
  • Data Quality and Governance
    • Ensure the accuracy, completeness, and consistency of customer information records through regular audits and quality checks.
    • Implement and monitor data cleansing processes to identify and rectify data anomalies, duplications, and inaccuracies.
    • Develop, implement, and enforce data governance policies and procedures to ensure the proper management and use of customer data.
  • Collaboration and Communication
    • Collaborate with internal stakeholders to define data quality standards and metrics.
    • Work with the vendor to ensure compliance with data governance standards and best practices.
    • Develop and maintain regular reporting on vendor performance, including metrics on data quality, process efficiency, and compliance with data governance policies.

Requirements

  • Bachelor's degree in Business Administration, Information Management, or a related field.
  • 3+ years of experience in vendor management, preferably in a BPO environment.
  • 3+ years in managing operational teams within a customer experience environment.
  • 3-5 years experience in building, leading and managing implementing data quality and data governance processes with thorough knowledge of data and hierarchy builds.
  • Strong understanding of data quality principles, data governance frameworks, and regulatory requirements across multiple platforms.
  • Excellent analytical, problem-solving, and decision-making skills.
  • Exceptional communication and interpersonal skills, with the ability to build and maintain effective relationships with vendors and internal stakeholders.
  • Strong organizational skills and the ability to manage multiple priorities in a fast-paced environment.
  • Proficiency in using data management tools and software, such as Microsoft Excel, SQL, and data governance tools.

Accommodation

Accoravillage is an equal opportunity employer. We are committed to equal employment opportunity regardless of race, colour, ancestry, national origin, religion, sex, age, sexual orientation, gender identity, citizenship, marital status, disability, pregnancy, military status, protected veteran status or other characteristics protected by applicable law. Accoravillage's recruitment process includes accommodation for applicants with disabilities in accordance with applicable provincial accessibility laws and regulations.