Service Performance Officer Consultant

Mission Overview:

The Service Performance Officer role is a consultancy mission at a client site, representing Keystone Solutions. As a Keystone Solutions consultant, you will be hired to work on client projects, bringing your expertise and values to every engagement.

Responsibilities:

• Report to the Head of Service Management.
• Set up SLAs/KPIs in collaboration with operational partners, as documented in partnership agreements, to monitor outsourced Client Service Center activities.
• Define new SLAs/KPIs when applicable.
• Search for relevant data to establish SLAs/KPIs.
• Gather, transform, and analyze raw data using sourcing techniques.
• Define and negotiate performance targets.
• Determine weights related to SLAs/KPIs.
• Independently organize and drive activities to deliver results on time.
• Challenge reporting figures to ensure quality and set up dashboards to monitor accur...