Service Performance Officer Consultant

Mission Overview:

The Service Performance Officer role is a consultancy mission at a client site, representing Keystone Solutions. As a Keystone Solutions consultant, you will be hired to work on client projects, bringing your expertise and values to every engagement.

Responsibilities:

• Report to the Head of Service Management.
• Set up SLAs/KPIs in collaboration with operational partners, as documented in partnership agreements, to monitor outsourced Client Service Center activities.
• Define new SLAs/KPIs when applicable.
• Search for relevant data to establish SLAs/KPIs.
• Gather, transform, and analyze raw data using sourcing techniques.
• Define and negotiate performance targets.
• Determine weights related to SLAs/KPIs.
• Independently organize and drive activities to deliver results on time.
• Challenge reporting figures to ensure quality and set up dashboards to monitor accuracy.
• Identify trends in performance, discuss with domain experts, and collaborate on root cause analysis and remediation.
• Act as the contact person for performance between the client and operational partners, ensuring user-friendly performance dashboards are provided.
• Monitor volumes for each activity and set up forecasting systems to enable capacity planning.
• Work in a small, dynamic team in project mode, contributing ideas to improve setup and deliver added value.

Requirements:

• Good command of Dutch.
• Fluent in French and English.
• Master’s degree in a quantitative discipline (statistics, mathematics, engineering) or substantial analytics knowledge from another academic background.
• At least 6 years of relevant experience in Data Analytics.
• Mandatory technical skills: Power BI basics or willingness to learn rapidly, advanced Excel skills.
• Mandatory business experience: Banking.
• Preferable business experience: Know Your Customer.
• Team player, quick self-starter, pro-active attitude.
• Good communication and influencing skills.
• Strong analytical and synthesis skills.
• Autonomy, commitment, and perseverance.
• Eagerness to learn business processes and new technical skills.
• Ability to work in a dynamic and multi-cultural environment.
• Expectation: 50% on site & 50% homeworking.

Keystone Solutions Advantages:

• Consultancy Nature: You will work on-site as a consultant, representing Keystone Solutions in client environments.
• Dynamic Projects: Experience a variety of challenges across different client settings.
• Turbo-Charged Learning: Benefit from professional development and broad learning opportunities.
• Skyrocketing Ambition: Keystone Solutions is committed to your career growth within our framework.
• Values: As a K-Stone, you bring our core values to every engagement.

Location:

Brussels (no travel required)
If you are ready to tackle technical and strategic challenges in a dynamic consultancy environment, apply today at Keystone Solutions Career Portal.