Operation Performance Governance Specialist

Key Responsibilities

1. Performance Governance and Target Setting

Lead the evaluation of operational performance across FLM, SOC, and LH functions, and establish monthly performance targets aligned with regional and company objectives.

Translate annual operational goals into actionable monthly targets to ensure consistent progress toward yearly performance commitments.

Proactively monitor performance trends, identify potential risks to target achievement, and engage regional teams to drive corrective actions.

Facilitate discussions with operations leadership to align, negotiate, and finalize monthly performance targets.

2. KPI Governance and Performance Evaluation

Design and manage the KPI evaluation framework to ensure transparent, consistent, and timely tracking of operational performance across the organization.

Ensure daily visibility of KPI performance to operations teams through structured reporting and performance dashboards.

Collaborate with cross-functional stakeholders (e.g., BI, Operations, and other enabling teams) to ensure KPI logic, data integrity, and reporting accuracy.

Establish governance standards for reviewing and processing exclusion requests related to objective operational factors.

Ensure all evaluation processes are conducted with fairness, independence, and consistency across regions.

Partner closely with operations teams to understand operational contexts, validate root causes, and align on appropriate evaluation outcomes.

Define and communicate key timelines and governance processes within the KPI evaluation cycle.

Develop analytical reports and insights to support operational performance management.

Coordinate with C&B to ensure accurate KPI outputs are delivered on time to support compensation and incentive processes.

3. Operational Insights and Performance Improvement

Identify systemic performance gaps and improvement opportunities across regions through data-driven analysis and operational insights.

Provide structured recommendations and escalate improvement initiatives to relevant stakeholders to drive operational excellence.

Support cross-functional collaboration to address root causes and enhance overall operational performance.

4. KPI Framework Development and Strategic Alignment

Continuously refine and evolve KPI frameworks to align with the company’s strategic priorities and operational focus across different growth stages.

Ensure KPI structures effectively drive the right operational behaviors and support long-term organizational objectives.

Design and implement performance measurement frameworks for new service models and operational initiatives alongside existing service standards.