Overview

Develop and maintain an efficient service performance reporting framework
- Work with Capability leads to define and maintain Operational & Business KPIs (and maintain them in KPIs Repository)
- Lead reporting governance
- Define and manage the process of data collection, storing and reporting, including BI dashboards development
- Provide key insights and analytics to Capability leaders, Consumer & Commercial leadership team, and S&T Leadership team on performance improvement opportunities .
Own and lead C&MO reporting & visualization automation agenda, driving process optimization, data collection automation, and reporting automation where possible
- Provide data in requested format to S&T teams building automated reports and dashboards
Lead tracking of C&MO FTE reporting, collaborating with HR, design teams and transition teams
Lead tracking of C&MO productivity reporting (sector & in-hub), in support of financial reporting process
- Co-define methodology
- Ensure implementation of common framework across all portfolios
- Define automation opportunities
Lead executive reporting including Consumer & Commercial SVP, Consumer & Marketing VP, Sector requests (quarterly) / or any other LT reports related to service performance
Manage and co-ordinate extended team members, who support Service Performance Management work

Responsibilities

Develop and maintain an efficient service performance reporting framework
- Work with Capability leads to define and maintain Operational & Business KPIs (and maintain them in KPIs Repository)
- Lead reporting governance
- Define and manage the process of data collection, storing and reporting, including BI dashboards development
- Provide key insights and analytics to Capability leaders, Consumer & Commercial leadership team, and S&T Leadership team on performance improvement opportunities .
Own and lead C&MO reporting & visualization automation agenda, driving process optimization, data collection automation, and reporting automation where possible
- Provide data in requested format to S&T teams building automated reports and dashboards
Lead tracking of C&MO FTE reporting, collaborating with HR, design teams and transition teams
Lead tracking of C&MO productivity reporting (sector & in-hub), in support of financial reporting process
- Co-define methodology
- Ensure implementation of common framework across all portfolios
- Define automation opportunities
Lead executive reporting including Consumer & Commercial SVP, Consumer & Marketing VP, Sector requests (quarterly) / or any other LT reports related to service performance
Manage and co-ordinate extended team members, who support Service Performance Management work

Qualifications

7+ years of experience in Performance management, expertise in service delivery KPIs, tools and practices
Financial acumen is a must
Ability to work with service managers and operational colleagues in order to understand their data and performance management needs.
Experience in evaluating service delivery performance and applying results to continuous improvement
Visualization tools and practices (dashboards, journey maps, etc)
Excellent reporting and analytics skills
Knowledge on ServiceNow and Monday.com tools is a plus
Ability to engage and influence leaders, including collaboration with cross-functional and global teams
Strong communication and change management skills
Ability to establish performance measurements, measure performance and provide insights/analytics
Ability to set up new processes from scratch

For Poland‑based roles: To support informed and transparent discussions, candidates who progress to the interview stage will be provided with information on the initial remuneration level for the role. Any questions and further details about the process will be discussed during the interview.

Service Performance & Reporting Lead