Key Responsibilities
1. Performance Governance and Target Setting
- Lead the evaluation of operational performance across FLM, SOC, and LH functions, and establish monthly performance targets aligned with regional and company objectives.
- Translate annual operational goals into actionable monthly targets to ensure consistent progress toward yearly performance commitments.
- Proactively monitor performance trends, identify potential risks to target achievement, and engage regional teams to drive corrective actions.
- Facilitate discussions with operations leadership to align, negotiate, and finalize monthly performance targets.
2. KPI Governance and Performance Evaluation
- Design and manage the KPI evaluation framework to ensure transparent, consistent, and timely tracking of operational performance across the organization.
- Ensure daily visibility of KPI performance to operations teams through structured reporting and performance dashboards.
- Collaborate with cross-functional stakeholders (e.g., BI, Operations, and other enabling teams) to ensure KPI logic, data integrity, and reporting accuracy.
- Establish governance standards for reviewing and processing exclusion requests related to objective operational factors.
- Ensure all evaluation processes are conducted with fairness, independence, and consistency across regions.
- Partner closely with operations teams to understand operational contexts, validate root causes, and align on appropriate evaluation outcomes.
- Define and communicate key timelines and governance processes within the KPI evaluation cycle.
- Develop analytical reports and insights to support operational performance management.
- Coordinate with C&B to ensure accurate KPI outputs are delivered on time to support compensation and incentive processes.
3. Operational Insights and Performance Improvement
- Identify systemic performance gaps and improvement opportunities across regions through data-driven analysis and operational insights.
- Provide structured recommendations and escalate improvement initiatives to relevant stakeholders to drive operational excellence.
- Support cross-functional collaboration to address root causes and enhance overall operational performance.
4. KPI Framework Development and Strategic Alignment
- Continuously refine and evolve KPI frameworks to align with the company's strategic priorities and operational focus across different growth stages.
- Ensure KPI structures effectively drive the right operational behaviors and support long-term organizational objectives.
- Design and implement performance measurement frameworks for new service models and operational initiatives alongside existing service standards.
Requirements
- Strong analytical mindset with structured problem-solving and critical thinking capabilities.
- Ability to translate complex operational data into clear insights and strategic recommendations.
- Strong stakeholder management and communication skills across diverse groups, including corporate teams, frontline operations, and blue-collar workforce.
- Strong situational awareness and ability to navigate complex operational challenges.
- Advanced data analysis capabilities and comfort working with large operational datasets.
- High level of professionalism, emotional control, and composure in decision-making.
- Ability to maintain independence and objectivity when evaluating operational performance.
- Demonstrated integrity and commitment to fairness and transparency in performance assessment.
- Data-driven decision-making approach, ensuring all conclusions and evaluations are supported by clear evidence and quantitative analysis.
