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 .