Responsibilities for this role will include:

• Build and lead the employee performance management roadmap
• Drive employee performance management review with executives
• Manage target setting segments in partnership with stakeholders in operation and work closely with business primes on elements pertaining to the process
• Extract data and manipulate data to be used in presentable reports and analytical tools
• Collaborate with Business Intelligence Developers to enhance dashboard functionalities
• Coordinate discussion, document business rules & new development priorities of employee key performance indicators (KPI)
• Regroup multiple stakeholders and develop productivity model to be used in employee performance management
• Communicate project plan, deliverables, and next steps to executives and key stakeholders
• End-to-End ownership of analysis and help identify opportunities to optimize agent performance
• Leverage expertise to help resolve discrepancies, data issues, metric errors that impacts results
• Adhoc analysis relation to business performance and target settings 

Critical Qualification:

• Strong business acumen with proven ability to support and manage projects
• Curious & quick learner with problem solving mindset playing with business analytical tools.
• Ability to communicate and translate technical requirement to non-technical team members
• Ability to interpret business needs and translate them into application and operational requirement
• Ability to leverage insights and opportunities from data
• Must be proficient in MS PowerPoint and advance skills in MS excel
• Ability to influence internal and external teams
• Confident and demonstrate strong leadership
• Ability to adapt to a fast paced environment with high tolerance to change management
• Comfortable in working in a virtual environment
• Result oriented
• Self motivated, autonomous 

Preferred Qualification / Competencies:

• 2 - 5 years in a customer facing ( call centre or back office ) management experience in service provisioning, billing or service assurance field
• Experience using SQL
• Drive for continuous process improvement