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CI Operations End to End Coordinator

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Date: Feb 11, 2019

Location: Johannesburg, GT, ZA

Company: Nielsen

CI Operations End to End Coordinator - 32956

Operations - South Africa Johannesburg, Gauteng 


Title: CI Operations End to End Coordinator

Key Responsibilities

Job overview:

The End to End Coordinator is responsible for supervision of field branches/offices and the end-to-end project management for all CI Operations projects. The End to End Coordinator must assume complete ownership of a project in the context of resourcing, quality, cost and timelines. This role is responsible for ensuring that projects are completed within the agreed-upon timeframe and adhere to the approved budget and required quality standards.


  • Experience in supervising staff or leading a team
  • Solid understanding of the interview process, preferably in market research, and familiarity with commonly used terminology and jargon
  • Strong communication and “people skills”; able to effectively problem solve and diffuse potential conflicts
  • Organized with strong time management skills; proactive and able to meet deadlines and follow-up on action items
  • Detail-oriented, both in giving instructions and monitoring process and deliverables
  • Ability to prioritize, negotiate, solve problems and work under pressure
  • Thorough understanding of the related Nielsen SOPs and fieldwork standards
  • Good command of English and local language(s) (verbal and written)
  • Computer literacy and accurate keyboard skills
  • Implement the SOP and identify, document and take action on any non-compliance
  • Provide support on any follow-up action(s) that may be required by QC team
  • Ensure field Vendors are informed of the quality control requirements for outsourced projects


People Management:

  • Ensure all staff reporting to this position understands the Nielsen Code of Conduct and Field Standards and Policies, including confidentiality and security requirements
  • Recruit, train, manage and motivate Field Supervisors to ensure Nielsen’s data collection needs are fully met
  • Conduct all training per Nielsen Standards and documented processes and procedures
  • Execute resource allocation and cross-training to allow for adequate coverage during times of heavy workload volumes or Field Supervisor absences (i.e., during sickness and leave)
  • Monitor productivity of Field Supervisors and Interviewers (e.g., contact sheets, Data Quality Analysis, KPIs, etc.), provide feedback and document all performance and disciplinary issues
  • Adhere to Nielsen’s formal Check-in Process, with Individual and Company objectives set each January and reviewed regularly with staff throughout the year
  • Conduct formal Field Supervisor performance appraisals annually
  • Provide ongoing performance feedback and deserved recognition to Field Supervisors to improve their morale and motivation
  • Encourage continuous improvement by providing Field Supervisors with timely, constructive feedback and necessary support to help them achieve their potential
  • If applicable for market: Review and approve Interviewer payment rate.


Project Management:

  • End to End Coordinator is responsible for scheduling a Project Briefing with Client Service (Field Supervisor,  Independent Quality Control team and Data Processing may be invited as well) prior to Interviewer Briefings and field start.
  • Serve as the Operations single-point-of-contact (SPOC) and provide full, consultative project management support to Client Service
  • Resolve all project-related queries/issues as they arise as a matter of priority
  • Liaise with Client Service, Field Supervisors, Independent Quality Control (IQC) team (if applicable) and Data Processing/CRDC regarding queries, feedback and changes to ensure all projects are conducted within the agreed specifications, budget and timeframe
  • Pre-approve and organize client visits in field, ensuring applicable confidentiality is upheld for other unrelated Nielsen project work
  • If applicable: Act as domain expert for select methodologies or key clients
  • Ensure that either herself/himself or a Field Supervisor performs a comparison of the Briefing Notes (if applicable) against the questionnaire to ensure there are no inconsistencies or missing instructions
  • Ensure that the Interviewer Briefing is scheduled and takes place before field start
  • Client Service, End to End Coordinator or Field Supervisor can conduct Interviewer Briefing
  • Client Service is always welcome to participate in any Briefings conducted by Operations
  • To ensure that an Interviewer Briefing took place, it is mandatory that all participants add their name and signature (when possible) to the Participant List Template for each project. The End to End Coordinator should ensure that the completed Participant List is kept with the project records.


RFQ, Costing & Booking Form

  • Assist Client Service with all queries regarding proposals/costing of projects
  • Provide recommendations to Client Service on complex methodologies, sample design, etc.
  • Review project budgets to ensure that they are logical and sensible for the project specifications; meet with Client Service to review and agree to changes, as needed
  • Perform a review of Booking Form for all projects and complete any planning requirements in  respective costing tool (e.g., ProTrack, Proposal).
  • Ensure all booked fieldwork projects have confirmed specifications including fieldwork timing, dispatch schedules, budgets, etc.
  • Advice Client Service on the estimated impact of project spec changes; obtain Client Service sign-off on timeline/budget changes (via costing tool, if applicable)

Project Planning

  • Provide Operations’ perspective/advice to Client Service regarding questionnaire design, sample plan, quotas and timeline
  • Liaise with Field Supervisor regarding effective resource levels; ensure the ratio of Field Supervisors to Interviewers is 1:10 maximum.
  • Schedule adequate internal resources to ensure project deadlines are met
  • Identify and share critical success indicators for each project with Field Supervisors

Project Questionnaire/Materials

  • Review questionnaires and other materials provided by Client Service; undertake a detailed “sense check” and advise on recommended improvements, if appropriate
  • Conduct Interviewer Briefings in conjunction with Client Service or assist Field Supervisor/ Client Service if they conduct them
  • Ensure that Client Service provides questionnaire, support materials and Interviewer Briefing notes (if applicable) within the agreed time frame and in sufficient quantity


Confidentiality/ILD, Concept and Product Security

  • Ensure all project requirements (e.g., NDA, concept/product handling, storage, retrieval and disposal, etc.) adhere to the Concept and Product Security SOP and the Individual Level Data & Project Material Retention SOP

Project Monitoring

  • Ensure all work is completed in accordance with the Quantitative Data Collection SOP
  • Regularly review the progress of each assigned project; if there is any indication that the project deviates from the original specs, budget or schedule, provide suggested resolution to Field Supervisor & Client Service, implementing corrective action(s) as agreed upon
  • Ensure continuous and timely updates are given to Client Service, as required, on job progress, queries and costs so they can make decisions and keep their client informed
  • Provide feedback to Client Service on queries raised by Interviewers or Field Supervisor
  • Ensure all quality checks are aligned with the Quantitative Data Collection SOP

Data Preparation and Delivery

  • Ensure all final project materials and interim data are shared with Data Processing Team (internal and/or vendor) after fieldwork end, before start of data processing work
  • Facilitate a review of the Tab specs/deliverables requirements with Client Service and Data Processing Team
  • Review codebook against code frame instructions and provide to Client Service for approval
  • Provide daily data dumps for coding to Data Processing Team (if applicable)
  • Answer queries and data validations from the Data Processing Team
  • Reflect data validation to data dump and provide revised files to Data Processing Team
  • Develop the weighting template and send to Client Service for approval
  • Send final data deliverables to Client Service and manage any questions or additional requests
  • Outsourcing (if applicable)
  • All offline outsourcing activities are to align with the Vendor Manager Playbook and the Outsourced Projects section of the Quantitative Data Collection SOP
  • NOTE: Project Management tasks may vary depending on structure of local Operations Team


Typical Position Pre-requisites:

  • College/University graduate an advantage – there could be candidates with many years of good experience but no formal qualification
  • 5 Years plus Operations Experience
  • Data Collection / Data Processing / Data Analysis / Quality Control experience desired
  • Knowledge of market research industry and general operations
  • A team manager for at least 3 plus years
  • Project management skills
  • Sound written and verbal Communications skills
  • Have a Digital mindset and be comfortable to drive digital initiatives





About Nielsen:

Nielsen N.V. (NYSE: NLSN) is a global performance management company that provides a comprehensive understanding of what consumers Watch and Buy. Nielsen’s Watch segment provides media and advertising clients with Total Audience measurement services across all devices where content — video, audio, and text — is consumed. The Buy segment offers consumer packaged goods manufacturers and retailers the industry’s only global view of retail performance measurement.

By integrating information from its Watch and Buy segments and other data sources, Nielsen provides its clients with both world-class measurement as well as analytics that help improve performance. Nielsen, an S&P 500 company, has operations in over 100 countries that cover more than 90 percent of the world’s population. For more information, visit

Job Type: Regular 

Primary Location:  Johannesburg,Gauteng  

Travel:  Yes, 75% of the Time 

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