Pro-actively tracking of the performance to against agreed target and tracking compliance to adherence defined standards and processes
Identify performance and compliance gaps on time
Drive/ facilitate operations team’s root causes analysis and corrective action plan in case exceptions happen
Promptly and independently initiate corrective action in the event of problems or identifiable service disruptions in order to maintain the given service commitments to customers
In case of critical failure detection or repeat of non-conformity, immediately feedback to corresponding operations lead for reason and resolution & follow up closure
Walk to the floor regularly to have operation insight, build up the relationship & point out the performance gap with Operation team
PerformanceReporting
Produce and distribute reports regarding the service quality review. Ensure that reports are effective, timely and consistently analyzed to identify service disruptions as well as opportunities
Drive PUD performance continuous improvement
Responsible to hold periodic review with functions, and walk through existing performance and any potential plans
Identify possibilities that improve the efficiency of process
Provide analytical solutions to drive/facilitate operations team’s root causes analysis
Any other ad-hoc requests/ projects
Job Requirement
QUALIFICATIONS, COMPETENCY & EXPERIENCESkills
Data skils is highly desirable
Effective analytical problem solving skills & high-level reasoning
"Can do" attitude with a well –balanced sense of perspective, sense of humour
Advanced Software Skills (excel, access)
Competences
Analysis: Breaks down a problem, situation or process into its component
parts, separates the main issues from side-issues, understands the nature of the parts and their relationship to one another. Seeks out and critically
evaluates both numerical and narrative information. Draws accurate conclusions.
Communication: Provides both verbal and written information in a timely, clear and concise manner. Expresses ideas effectively, adjusting style, tools and mode to the needs of others. Listens attentively, and summarizes or asks questions, when needed, to clarify information.
Self Management: Remains calm, objective and controlled in responding to urgent or demanding situations. Maintains effective performance under pressure. Stays positive
Expected years of experience
2 years of relevant working experienced (preferably in the operations area)
