The Data Management Team is a specialised and crucial role based in Serbia. This dedicated, niche team comprises highly skilled data analysts embedded directly in the client’s operational environment, who conduct thorough data investigations to address and resolve complex queries. Additionally, they provide comprehensive resolutions to streamline and enhance processes through optimal data management and operational efficiencies. Alongside their BAU workstreams, the team also engages in continuous improvement initiatives, identifying opportunities for automation or optimising workflows and best practices. They must have a strong understanding of data and the Structured Query Language to provide relevant, outcome-driven services.

The data team manages various query requests across all business areas, including dealer networks, head office departments, customer service centres, and independent retailers. They handle a high volume of queries within the client’s environment using CRM databases. Besides managing queries, the team processes substantial amounts of data from fleet services, aftersales, and financial data, achieving processing speeds of over 80 leads per hour. They also address mailbox queries from customers and depots, covering various topics such as ownership changes, registration changes, services, stolen/written-off vehicles, and GDPR requests. Additionally, the team conducts Mystery Shopper exercises to help the business evaluate the quality of goods or services provided to customers.

The Centre of Excellence based in Serbia was launched to handle all Power BI requirements. They area centralised unit assisting with end-toend delivery of reports and acting as consultants for specific development challenges. They are given data sets and lists of specifications directly from the client and engage in prototyping, designing, developing, and publishing Power BI reports for the business. They develop Power BI data models and recommend best practices for report creation and visualisations. They also implement security in reports and dashboards and collaborate with Subject Matter Experts to gather business requirements for analytics and reporting.