Operations Performance Analyst: KPI & SLA Focus

Brink’s Inc; Jakarta Pusat; On-site; IDR 180,000,000 - 300,000,000; Full time

Job summary

Brink’s Inc in Jakarta is seeking a data-driven Operations Analyst to monitor daily AMS performance, track KPIs and SLAs, and identify service gaps. The role involves data analysis and preparing regular performance reports for management.

You will develop dashboards, analyze trends, and coordinate with cross-functional teams to drive process improvements and uphold data integrity across operations.

Responsibilities

• Monitor daily AMS operational performance and service delivery.
• Track key operational KPIs and Service Level Agreements (SLAs).
• Identify service gaps, delays, and operational issues affecting performance.
• Escalate critical issues to the relevant operational teams.
• Data Analysis & Reporting
• Prepare daily, weekly, and monthly performance reports.
• Analyze operational trends and identify root causes of performance issues.
• Develop dashboards and performance metrics for management.
• Ensure the accuracy and integrity of operational data.
• Monitor SLA compliance across all AMS operations.
• Coordinate with Operations, Monitoring, FLM, and CPC teams to improve service performance.
• Follow up on overdue service requests and unresolved operational issues.
• Support initiatives to improve customer service performance.
• Recommend process improvements based on performance analysis.
• Identify operational inefficiencies and propose corrective actions.
• Participate in process optimization and quality improvement projects.
• Monitor the implementation of corrective and preventive actions.
• Coordination & Communication
• Coordinate with Branch Operations, Monitoring Center, Logistics, Technical Support, and Customer Service.
• Provide performance updates to management.
• Support operational meetings with data analysis and performance presentations.
• Assist in resolving customer escalations related to operational performance.
• Documentation & Compliance
• Maintain complete operational performance records.
• Ensure reports comply with company standards and customer requirements.
• Support internal and external audits related to operational performance.
• Ensure adherence to company policies and operational SOPs.

Job description

Brink’s Inc in Jakarta is seeking a data-driven Operations Analyst to monitor daily AMS performance, track KPIs and SLAs, and identify service gaps. The role involves data analysis and preparing regular performance reports for management.

You will develop dashboards, analyze trends, and coordinate with cross-functional teams to drive process improvements and uphold data integrity across operations.