Operational Performance Specialist

• 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.
• 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.
• 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.
• 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.