Job Description
This role is pivotal in driving operational excellence, ensuring service level commitments are met, and delivering actionable insights through data-driven reporting and effective stakeholder engagement.
Key Responsibilities:
SLA Management & Service Reporting
Lead the governance of Service Level Agreements (SLAs), including performance tracking, reporting, and escalation management.
Conduct root cause analysis (RCA) and implement remediation plans for missed SLAs.
Ensure timely and accurate reporting to internal and external stakeholders, with a focus on transparency and continuous improvement.
Stakeholder Engagement & Communication
Collaborate closely with function leads and team leads to resolve incidents, manage escalations, and improve service outcomes.
Facilitate regular performance review meetings and communicate SLA results effectively to stakeholders.
Data-Driven Performance Improvement
Analyze service performance data to identify trends, inefficiencies, and opportunities for improvement.
Propose and drive initiatives that enhance operational efficiency, productivity, and customer satisfaction.
Translate complex data into clear, impactful presentations and reports to support decision-making.
Financial & Operational Analysis
Support financial performance tracking and analysis related to service delivery.
Conduct ad-hoc analysis to support strategic planning and management decisions.
Reporting & Presentation Excellence
Develop and maintain dashboards, scorecards, and executive-level reports.
Present insights and recommendations in a clear, compelling manner tailored to diverse audiences.
25 years of relevant experience in service performance, financial analysis, or project/account management.
Strong proficiency in data analysis tools (e.g., Excel, Power BI) and presentation tools (e.g., PowerPoint).
Excellent communication skills in Mandarin and English.
Proven experience in stakeholder management, with the ability to influence and collaborate across teams.
Strong analytical mindset with a passion for solving problems and driving results.
Experience in client-facing roles or shared services environments is a plus, but not required - training will be provided.
