Process and Performance Manager

Role Overview

The Process and Performance Manager is at the centre of the continuous improvement cycle with three main focus areas: operational performance, customer satisfaction and economic performance.

What You Will Do

Provide support to operational teams, perform analysis & reporting, propose recommendations and remediation actions, assist Managers and Team Leaders with performance scorecard analysis, and identify process improvement initiatives.

Why It Might Be a Fit

Good communication and presentation skills, excellent customer facing skills, good time management and organisational skills, team work, determination to process tasks according to pre-defined processes, ability to build relationships, proactive and self-motivated attitude, flexibility in working hours, ability to work under pressure and multi-task.

Requirements

• Knowledge of ITIL / ISO 20 K
• Knowledge of OBS processes
• Knowledge of tools used in OBS
• Good communication and presentation skills
• Excellent customer facing skills
• Good time management, and organisational skills
• Team work
• Determination to process tasks according to pre-defined processes
• Ability to build relationships with peers and management levels and customers
• Proactive, self motivated and determined attitude
• Tenacity
• Flexibility in terms of working hours
• Ability to work under pressure & multi-task
• Results driven/oriented, and problem solving skills
• Willingness to learn and expand knowledge
• Good Coaching and Training Skills
• Masters Business Intelligence data mining (BRISE, Web Intelligence, SO Data Analytics, QlikView)
• Design Thinking
• Masters Excel and Macro
• Conducting performance meetings
• Knowledge of Problem Management Processes