Specialist Service & Performance Management
Omya · Kuala Lumpur
Service management
Assist in implementing service management practices, governance frameworks, and operating models for OS&S to ensure consistent and efficient service delivery
KPI and reporting support
Collaborate with service lines to define key performance indicators (KPIs) and reporting standards, ensuring alignment with business objectives and compliance requirements
Ensure that KPIs, trends and analysis are presented in a way that enables effective decision-making and strategic steering
Performance monitoring
Utilize digital tools and analytics to monitor service performance, identify areas for improvement, and provide actionable insights to stakeholders
Prepare and deliver regular management reports to provide OS&S leadership with clear, data-driven insights on service performance
Continuous improvement initiatives
Contribute to continuous improvement initiatives aimed at enhancing service reliability, efficiency, and customer satisfaction
Prepare concise, actionable reports for top management, highlighting areas of achievement and opportunities for improvement, and proactively recommend actions based on data findings
Planning and budgeting
Assist in the planning and budgeting process to support accurate forecasting resource allocation, and financial management
Risk management
Support risk management activities by identifying potential risks, developing mitigation strategies, and ensuring that risk management practices are embedded in service operations
Education
University degree in Business Management, Business Administration, Economics, or any other related field
Experience
Minimum of 3 years of relevant working experience in service management and KPI reporting
Knowledge and skills
Understanding of service management principles and best practices
Ability to monitor and analyze service performance metrics
Familiarity with ticketing and reporting systems (e.g., ServiceNow, SAP Analytics Cloud)
Experience supporting process improvements and workflow enhancements
Knowledge of compliance and service quality standards
Ability to communicate findings and recommendations to various stakeholders
Customer orientation and problem-solving mindset
Exposure to continuous improvement tools or methodologies (e.g., Lean, Agile)
Other requirements
Excellent command of both oral and written English are required
Good command of both oral and written additional language is beneficial
Willingness to travel up to 5%
POSITION SCOPE
Reporting Line(s)
Solid line(s) to: Head of customer service & performance management
Performance Measures
SLA/OLA compliance rate
Customer satisfaction
Coverage of risk assessments
Quality and risk impact and likelihood assessment
Forecast accuracy over planning horizon
Working Relationships
Internal contacts:
OS&S management team
DTX
Service Line leads
Regional leads