Service Performance Officer (SRQ158166)

Role description :

Role
S5 -Data category - Data Analyst -Expert

Job title
Service Performance Officer

Mission context
Setting up the new Partnership Office with Accenture Operational Customer Services - Scope performance management

As Service Performance Officer you will report to the Head of Service Management.

Your main activities are:

• Setting up in collaboration with AOCS of the SLAs/KPIs documented in the partnership agreement between BNPPF and AOCS to monitor the performance of the outsourced Client Service Center activities.
• Defining new SLAs/KPs if applicable.
• Search the relevant data to be used to setup those SLAs/KPs.
• Gather, transform and analyse the rough data using sourcing techniques.
• Define and negotiate the targets.
• Define the weights related to the SLAs/KPIs.
• Organize, drive independently above activity to deliver in time.
• Once reporting starts at AOCS side, challenge the figures in the reporting to ensure good function quality. Setup a dashboard to monitor the correctness of the figures.
• Identify trends in bad performance, discuss those with the domain expert of each domain and have discussions with AOCS on root cause or the potential remediations (challenge the remediations they impose).
• Be the contact person on performance between the organization & AOCS and within the team (for instance ensure AOCS provides relevant user-friendly performance dashboards).
• For each activity we monitor the volumes & you are in charge of setting up a forecasting system by integrating future changes to enable capacity planning at AOCS side.

We are working in a small dynamic team, still in project modus. It's important to be a team player, bring ideas to the table to improve the setup & to deliver value added.

Requirements

• Dutch: Good
• French: Fluent
• English: Fluent
• You have at least a Master’s degree in a quantitative discipline, such as statistics, mathematics or engineering. Candidates with other academic backgrounds with substantial knowledge of analytics are also encouraged to apply.
• At least 6 years of relevant experience in Data Analytics.
• Power BI basics or willing to learn rapidly.
• Advanced excel skills.
• Banking experience mandatory.
• Know Your Customer preferable.
• Team player.
• Quick self-starter, pro-active attitude.
• Good Communication and Influencing skills.
• Good analytical and synthesis skills.
• Autonomy, commitment and perseverance.
• Eager to learn business processes (underlying activities) & new technical skills.
• Ability to work in a dynamic and multi-cultural environment.