Service Performance Analyst

• The primary responsibility of a Service Performance Analyst for monitor and improve service performance measured through service levels, customer experience measures, compliance to both processes and business regulations, and overall quality of work across the customer journey.
• Analyze service performance data and identify areas for improvement in customer experience fronts and back-end processes.
• Drive regular service performance reviews with priority functions to help business unit owners achieve operational goals and drive initiatives toward service performance improvement.
• Develop and present recommendations to department leadership based on assessed and analyzed performance to improve customer experience and overall service performance.
• Partner with business units in implementing recommended improvements: new policies, changes in processes and/or procedures, or training programs.
• Facilitation of Operational excellence mechanism for Operations departments to regularly ensure business and customer metrics are both on track.
• Coordination amongst Operations Service Delivery Excellence functions and Operations business units in driving programs for operational excellence.
• Operational excellence reports and important operational excellence communications are in place and regularly released.
• Coaching requirements at team and individual level are provided on time.
• Analyze, and interpret data related to customer service and service performance metrics, such as customer satisfaction scores, call volume, response time, and resolution rates.
• Serves as a consultant for division-wide initiatives on improving service performance and customer experience metrics.
• Establishes strong partnerships with multiple stakeholders (inter-department & division). Conducts regular alignment/governance meetings
• Partner with different Business Unit leads in developing and implementing recommendations for identified opportunities for improvement.
• Monitor and drive the progress of identified recommendations.
• Track the benefits of the implemented solutions.
• Conduct coaching and skip-level conversations to guide and mentor business units.
• Facilitate sessions for root cause analysis activities, ideation, and implementation of initiatives

• Graduate of a 4-year degree course
• Minimum 3 years of work experience related to Operational Excellence, total quality management, or other process improvement-related functions.
• Experience working in the Insurance or Financial industry is an advantage
• Experience in Lean Six Sigma and project management is a plus.
• Keen to details and focus on operational excellence: improving processes, enhancing systems through simple automation, and improving customer experience.
• Customer-focused and works with Integrity
• Great interpersonal skills
• Excellent communication skills (oral and written)
• Presentation skills
• Strong problem-solving and analytical skills
• Ability to adapt and multi-task
• A team player
• Works with minimal supervision

AXA