Specialist, Performance & Quality

Role Purpose

The job holder is expected to productively work under direct supervision and guidance. Responsibilities include supporting the development and execution of overall shared services’ quality and performance strategy covering the following areas: Performance Management, Analytics & reporting, Compliance management, Quality management, Customer Relationship management (CRM), Service Level Agreement (SLA) management, Policy, process & procedures.

Job Accountabilities & Activities

- Engage in the development of measurement metrics to track SSC performance and measure value creation, productivity, efficiency, and quality. 
- Promote the development, automation and standardization (as applicable) of SSC processes, Authorization in line with best practices. 
- Support innovation, identify and disseminate best practices within the SSC. 
- Contribute to the development, update and propagation of SSC policies and guidelines across the whole of SSC.
- Performance of services and ensure accountabilities for the quality integrity and accuracy of the services provided.
- Monitor and manage SSC SLA KPIs and deliverables.
- Ensure audit compliance of SSC to develop policies and guidelines and establish appropriate control mechanisms.
- Promote and nurture a proactive, continuous improvement and transformation culture, across all corporate entities, which embraces change as an opportunity for providing truly great services.
- Sustain relationship with customer “CRM”. 
- Contribute to the delivery of an effective, customer focused operational customer insight service.
- Proactively assist the teams in the Delivery Portfolios.
- Coordinate, and manage data-driven, quality assurance and performance measures and programs to support ongoing operations at SSC.
- Conduct day-to-day performance monitoring, measurement, and analysis to continuously assess SSC’s business performance.
- Develop an in-depth understanding of all relevant schemes, undertaking analysis, identifying trends and issues and providing meaningful and insightful commentary to add analytical value to the performance data.
- Maintain strong relationships with Organization stakeholders and Support Service leaders, establish service terms, performance standards and feedback channels.
- Act as point of contact for our customers to resolve complaints and resolve performance disputes. 
- Co-ordinate the process to capture customer surveys utilizing different methods of communications with customers to drive continuous business improvement. 
- Promote and maintain excellent customer relationships both internally and externally always adopting a customer focused approach.
- Define and develop reports and dashboards for Services, Projects, and Portfolios.
- Provide the insight to the business and delivery functions that will enable them to apply learnings to future projects and programs and deliver even greater benefits.
- Conduct accurate collection, analysis, and reporting of performance data in conjunction with SSCs functions’ heads as well as continuously updating the collected data to ensure the analysis of performance and completeness of plans.
- Prepare periodic accountability and status of performance and quality improvement reports, including impact and outcome reviews.
- Researching best practices in performance measures and quality improvement, and suggesting strategies for implementing new or improving existing performance measures.
- Produce insight into analysis and performance data based on outcomes of customer and stakeholders to all SSC service areas.
- Creating a wide range of format and layouts for SSC reports and newsletters.
- Supports business development efforts and market-driven planning and performance analysis through market research, market analytics and consumer insights. 
- Provide researches and analyzes qualitative and quantitative data on SSC’s services and identify market trends and potentials.
 

Education & Certifications

Bachelor’s degree Industrial Engineering / Business Administration or relevant degree, Preferred KPIs/QA certification.

Required Years of Experience

2 to 3 years in field of performance/compliance/Reporting.