Performance Specialist

Job Summary

The Performance Specialist supports the Corporate Administrative Services team by monitoring, analyzing, and reporting service performance. The role ensures compliance with SLAs and KPIs, drives process standardization, assists in dashboard creation, and supports project rollouts as directed by the immediate head.

Duties and Responsibilities

1. Performance Analytics & Reporting
• Develop and maintain dashboards for CAS service performance.
• Assist the Service Level Manager in creating dashboards and preparing monthly and quarterly performance reviews.
• Analyze monthly and quarterly data for timeliness, accuracy, and completeness.
• Prepare executive-ready reports highlighting trends, lowlights, and improvement actions.
• Ensure 100% on-time submission of dashboards with ≤2% error rate and full data completeness.
2. SLA, KPI & Governance Management
• Monitor SLA adherence across CAS workstreams (Assets & Supplies, Transportation, Facilities, Records, Billing).
• Track KPI metrics and escalate breaches.
• Support governance reviews and monthly service performance meetings.
• Maintain compliance documentation and ensure zero overdue reports.
3. Process Management & Standardization
• Document CAS processes and update SOPs for all service areas.
• Drive process standardization initiatives to improve turnaround time (TAT).
• Ensure 100% SOP rollout and audit compliance.
4. Customer Experience & Feedback Management
• Collect and analyze customer feedback for CAS services.
• Maintain ≥85% Customer Satisfaction (CSAT) score.
• Generate insights reports and recommend actions to reduce repeat issues.
5. Continuous Improvement & Insights Generation
• Initiate at least 2 Continuous Improvement (CI) projects per quarter.
• Conduct quarterly deep dives on service performance.
• Recommend process enhancements and monitor adoption rate (target: 70%).
6. Data Management & System Support
• Ensure version control and backup compliance for CAS data.
• Support digitalization initiatives (e.g., scanning, archiving).
• Reduce retrieval time for records by 20% and maintain 100% request closure within SLA.
7. Project Support
• Assist in rolling out projects and initiatives as instructed by the immediate head.

Provide analytical and administrative support during project implementation

Technical Competencies and Skills

Strong analytical and reporting capability with SLA/KPI governance expertise, process documentation proficiency, effective stakeholder communication

Education, Trainings and Licenses Required

Bachelor’s degree in any. with training in performance analytics and reporting, SLA/KPI governance, process documentation/SOP development

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