Overview:
The COE Support- Performance Management is responsible for management of Revenue Growth Management service delivery performance and its reporting. This role will create and manage the functional service delivery KPIs, operational performance scorecards, Value discovery and realisatoin tracking, overall organization health KPIs providing key insights and analytics to the RGM capability teams and leadership.
This role is accountable for standardization, simplification, integration, automation and data visualization of the success metrics across RGM capabilities. The Performance Management lead will design Performance Management process from setting up the right set of Success Metrics to collection of results, to their presentation in different format and forums to management for improvement.
The role requires a proactive leader who has the energy and skills to learn and solve organization process challenges as well as develop solutions while managing multiple global and sector stakeholders. This person will partner with Global capability Leads, Strategy & Transformation Digital Capabilities, Sector & Global Design leads in setting up service management and governance.
Responsibilities:
- Develop and maintain an efficient service reporting framework
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Work with Sector Service Delivery leads to define and maintain Operational KPIs (and maintain them in Metrics Catalog)
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Develop executive-level status reports, presentations, and briefings that articulate CoE performance metrics, AOP coverage, productivity gains, transformation updates etc.
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Define and manage the process of data collection, storing and reporting, including BI dashboards development throough ESM
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Provide key insights and analytics to Sector, Global Capability leaders on performance improvement opportunities .
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Design and maintain the Governance Framwork
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Design overall governance framework and build tracking process to ensure compliance.
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Support overall AOP/Contracting agenda to ensure teams are on track to deliver various programs timelines, expected benefits and intervene/escalate as necessary to address roadblocks.
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Track FTE utilization against the contracting across sectors to enure fair & equitable cross charges.
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Deployment of Enterprise Service Management and collaborate with Service Delivery Leads to drive adoption across the RGM CoE.
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Work with the RGM COE Lead to drive the new ways of working
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Build processes & tool to enable the new ways of working and drive the service delivery mindset.
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Carve out an interaction model between ICC S&T Teams, GRGM team and S&T Product build teams
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Lead executive reporting including Sector requests (quarterly) / or any other LT reports/presentations related to performance in the future and drive the quarterly AOP reviews with Sector and Capability LT.
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Leverage project management skills and Communication Tools (Presentations, Project Management, Performance Management Dashboards etc…), to successfully manage the work and serve as a subject matter expert on various projects / key topics impacting the RGM CoE agenda.
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Lead Roadmap management including headcount reporting by capability / hub & work with finance, HR, global/Sector change teams on right cost allocations.
Qualifications:
- Overall 10+ years of experience, 5+ years of experience in Performance management, expertise in service delivery KPIs, tools and practices
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Ability to work with service managers and operational colleagues in order to understand their data and performance management needs.
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Experience in evaluating service delivery performance and applying results to continuous improvement
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Visualization tools and practices (dashboards, journey maps, etc)
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Excellent reporting and analytics skills
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Knowledge on SNow and Monday.com is a plus
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Financial acumen
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Ability to engage and influence leaders, including collaboration with cross-functional and global teams
