Service Performance & Risk Management Expert

MediaMarktSaturn Retail Group; el Prat de Llobregat; Hybrid; EUR 42,000 - 60,000; Full time

Benefits offered by this job

Hybrid working model

Flexible start times

Meal subsidies

Health insurance

English language courses

Product discounts

On-site gym and wellness

Job summary

MediaMarktSaturn Global Business Services Spain is seeking a Service Performance & Risk Management Expert to monitor operational performance, internal controls, and compliance across Europe. The role focuses on measuring service performance, identifying gaps, and tracking remediation actions.

You will support KPI framework maintenance, dashboards, audits, and risk assessments while coordinating with countries, business units and stakeholders to ensure robust governance and continuous improvement.

Qualifications

• Experience in service performance reporting, risk management, compliance, audit, controls or governance.
• Understanding of KPIs, SLAs/OLAs and dashboards.
• Strong analytical and reporting capabilities with attention to detail.
• Ability to interpret data, identify trends, risks and issues.
• Good communication and stakeholder management skills.
• Experience in a shared service, GBS or multinational environment is a plus.
• Knowledge of GDPR, SOX or process controls is advantageous.

Responsibilities

• Maintain KPI framework and performance reporting.
• Prepare service performance dashboards and management reports.
• Monitor SLA/OLA performance and highlight deviations.
• Support service reviews with countries and business units.
• Maintain performance data, templates and action logs.
• Support benchmarking across teams and service centers.
• Track risks, control gaps and remediation actions.
• Assist audits with evidence collection and follow-up.
• Prepare governance dashboards and decision materials.

Skills

KPI & SLA management

Analytical & reporting skills

Data interpretation & trend analysis

Communication & stakeholder management

Service performance reporting

Excel & reporting tools

PowerPoint

Education

Degree in Business Administration, Finance, Accounting, Risk Management, Audit or related field

Tools

Qlik

SAP

Job description

Do you want to be part of the future of retail? Let's go!

MediaMarktSaturn Global Business Services Spain is the international financial hub providing services to the countries within the MediaMarktSaturn Retail Group.

Our mission is to deliver administrative, accounting, financial, and other cross-functional services to the different companies of the MediaMarktSaturn Retail Group across Europe.

We believe in a diverse workforce: we currently have 400 employees representing more than 35 nationalities and speaking over 20 different languages.

Diversity is quality!

Mission

The Service Performance & Risk Management Expert supports the monitoring of operational performance, internal controls, compliance requirements and risk management activities. The role ensures that service performance is measured effectively while risks, gaps and compliance actions are identified, tracked and reported.

Tasks

Performance & Service Management

• Support the maintenance of the KPI framework and performance reporting.
• Prepare regular service performance dashboards and management reports.
• Monitor SLA/OLA performance and highlight deviations or trends.
• Support service reviews with countries, business units or internal stakeholders.
• Maintain performance data, reporting templates and action logs.
• Support benchmarking across teams, countries or service centers.
• Identify performance gaps and improvement opportunities.

Risk, Compliance & Controls

• Support internal control self-assessments and compliance monitoring.
• Maintain risk and control documentation, including action trackers.
• Support internal and external audits through evidence collection and follow-up.
• Track audit findings, control gaps and remediation actions.
• Support risk assessments and update risk registers.
• Monitor compliance with internal policies, standards and procedures.
• Support business continuity, data privacy and quality assurance activities where required.

Stakeholder & Reporting

• Work closely with process owners, operations teams and management.
• Prepare clear reports combining performance, risk and compliance insights.
• Escalate key risks, overdue actions and performance issues.
• Support governance meetings by preparing dashboards, summaries and decision materials.
• Promote awareness of performance, risk and control requirements.

Requierments

• Experience in service performance reporting, risk management, compliance, audit, controls or governance.
• Good understanding of KPIs, SLAs/OLAs, dashboards and performance management.
• Basic understanding of internal controls, audit processes and compliance requirements.
• Strong analytical and reporting skills.
• Ability to interpret data and identify trends, risks and issues.
• Strong attention to detail and documentation skills.
• Good communication and stakeholder management skills.
• Ability to manage deadlines and follow up on open actions.
• Proficiency in Excel, PowerPoint and reporting tools.
• Degree in Business Administration, Finance, Accounting, Risk Management, Audit or related field.
• Experience in a shared service, GBS or multinational environment.
• Knowledge of SOX, GDPR, SLA management or process controls is an advantage.
• Experience with Qlik,SAP or other reporting/workflow tools is a plus.

Our benefits

/ Opportunities for professional development and career growth in a leading company in the industry.

/ Dynamic and collaborative work environment.

/ Flexible start times and shorter working days on Fridays, as well as on Wednesdays and Thursdays during the summer months.

/ Hybrid working model: 2 days in the office and 3 days working from home (after the training period).

/ Subsidized meals in the company canteen, plus free coffee and fruit.

/ Flexible benefits package: meal vouchers, transport vouchers, health insurance, and childcare vouchers.

/ Company-subsidized English classes.

/ 10% discount on all our products, plus free delivery for online purchases.

/ And there's more: free access to an on-site gym, physiotherapist, and nutritionist.