Services Performance Analyst

Job Description

Role Purpose

Responsible for conducting in-depth performance, gap, and financial analysis; preparing reports; evaluating performance trends; and advising management on potential risks and strategic decisions. This role ensures effective budget management, strategic plan implementation, and departmental coordination, communication, and facilitation of performance-related issues within set KPIs, agreed budgets, and adopted policies and procedures. It plays a crucial part in achieving efficient, high-quality, and responsive service delivery aligned with organizational goals, business objectives, and regulatory requirements.

Responsibilities

Key Accountability Areas

Key Activities

Planning & Development

• Conduct needs assessments to evaluate service requirements, ensure adequate resources, and plan for future services demands.
• Develop strategies for service expansion or enhancement based on customer feedback and industry best practices.
• Set goals and objectives for each service line within general services, ensuring alignment with the department’s vision and objectives.
  
  

Performance Management

• Manage and monitor key performance indicators (KPIs) to evaluate the effectiveness, efficiency, quality of services provided and user satisfaction.
• Oversee the development of dashboards and reporting tools to provide real-time data on service performance.
• Lead the analysis of performance data to identify trends, insights, and areas for improvement.
• Ensure continuous monitoring of service performance to promptly address and resolve issues.
• Set standards for performance reviews, ensuring accountability and quality across service teams.
• Prepare and present regular performance reports to management, providing insights into service delivery metrics, achievements, and challenges.
• Develop, manage, and oversee budgets for general services, ensuring resources are allocated effectively and cost-efficiently to meet operational needs.
• Lead the annual budgeting process for general services, ensuring accurate forecasting and resource allocation
  
  

Operational Excellence & Improvements

• Develop and review the policies and standard operating procedures (SOPs), ensuring they comply with services regulations, safety standards, and best practices in general services department.
• Participate in continuous improvement initiatives to enhance service efficiency, effectiveness and customer satisfaction.
• Identify, develop, and implement process optimization strategies, including technology and innovation, to streamline operations.
• Work closely with cross-functional teams to implement changes, monitor outcomes, and ensure consistent application of best practices.
• Research and implement industry best practices, technologies, sustainable practices and innovations to optimize services performance.
  
  

Compliance Management

• Ensure compliance with organizational policies, regulatory requirements, and industry standards in all aspects of services planning and performance.
• Identify potential risks related to service delivery, implementing risk mitigation strategies in collaboration with risk management teams.
• Support inspections, audits, and compliance reviews by providing accurate and up-to-date documentation.
  
  

Stakeholder & Customer Engagement

• Support in monitoring day-to-day activities to ensure compliance with stipulated policies and procedures.
• Contribute to the identification of opportunities for continuous improvement of systems and processes considering leading practices, changes in business environment, cost reduction and productivity improvement.
  
  

Policies, Processes and Procedures

• Conduct day-to-day activities while ensuring compliance to policies and procedures.
• Contribute to the identification of opportunities for continuous improvement of systems, processes taking into account leading practices, changes in business environment, cost reduction and productivity improvement.
  
  

Qualifications

Knowledge and Experience

• No prior or minimum years of experience in performance management or a related field is required.
  
  

Education and Certifications

• A Bachelor’s degree in Business Administration, MIS or equivalent is required.