Incident Reporting and Analytics Manager

What this job involves:

As the Incident Reporting and Analytics Manager reporting directly to the PSCC Lead, you will be part of a team that leads our Global Incident Management Reporting and Analytics function based in the Property Services Command Centre (PSCC) in Bangalore, India. You will establish and oversee centralized incident data management, analysis, and standardized reporting across JLL's global portfolio spanning APAC, US and EMEA regions. This role requires expertise in data analytics, facility engineering knowledge, and cross-regional communication skills to drive continuous improvement in incident management practices.

2.0 What your day-to-day will look like:

2.1 Data Collection and Management

• Establish and maintain a centralized database system for global incident data from country teams and the incident management system.
• Develop and implement data quality protocols and standards for the effective management of global incident data
• Create standardized data collection templates that integrate with existing systems
• Produce and maintain Standard Operating Procedures (SOPs) for all critical reporting functions
• Deliver monthly data quality assessments identifying areas for improvement

• Ensure proper data storage, security, and access controls for incident information
• Adapt to take on additional roles and responsibilities as required by the company or clients

2.2 Stakeholder Communication:

• Establish regular communication channels with country and regional teams
• Implement and maintain a comprehensive action tracking system with target closure dates
• Conduct monthly update meetings with regional representatives
• Develop standardized templates for cross-regional communications

2.3 Analytics and Reporting:

• Create customized dashboards for key stakeholders showing critical metrics
• Deliver quarterly trend analysis identifying recurring issues and systemic risks
• Provide analytical reports highlighting global trends affecting multiple regions
• Standardize reporting metrics and formats across different countries and regions
• Develop visualization tools that effectively communicate complex incident data
• Ensure consistent implementation and tracking of risk mitigation strategies across regions

2.4 Technology and Process Continuous Improvement:

• Deliver recommendations for reporting enhancements and process improvements wherever possible, including.
  • Research and propose suitable analytics tools that can help to enhance reporting quality
  • Develop automation solutions for routine reporting tasks to improve efficiency
  • Create user-friendly documentation for all reporting processes and systems
  • Conduct bi-annual effectiveness reviews of existing reporting methodologies
  • Implement process improvements periodically based on stakeholder feedback
  • Create training materials to support adoption of new reporting technologies

2.5 Compliance and Governance:

• Ensure compliance with internal standards and policies
• Support internal and external audit processes as required
• Develop compliant standards for the effective management of global incident data

2.6 Critical Facilities System Monitoring (APAC Backup):

• Maintain capability and readiness to monitor APAC critical facility systems as needed

3.0 Desired or preferred experience and technical skills:

3.1 Data Analytics

• Proficiency in Excel, Power BI and/ similar tools data processing tools
• Statistical analysis capabilities
• Data visualization expertise
• Ensure data accuracy and completeness.

3.2 Facility Engineering Knowledge

• Understanding of critical facility systems and operations
• Familiarity with common incident types and resolution approaches
• Knowledge of industry standards and best practices
• Ability to interpret technical system alerts (for APAC monitoring backup)

3.3 Communication and Use of Tools

• Microsoft Teams collaboration skills
• Email management and organization
• Virtual meeting facilitation
• Document sharing and version control
• Ability and willingness to communicate adequately across different countries and regions
• Fluency at a professional level in written and spoken English

3.4 Project Management

• Tracking capabilities for follow-up actions
• Management of deadlines and structured timeframes for completing and issuing reports
• Stakeholder management across time zones
• Resource prioritization

4.0 Required Skills and Experience:

• Bachelor's degree required, with 4-5 years of proven experience in a similar role, preferably in a command center/facilities management/Data analytics environment.