SLA & Service Performance Lead — Data-Driven & Bilingual

Accenture Southeast Asia; Subang Jaya; On-site; MYR 90,000 - 130,000; Full time

Job summary

Accenture Southeast Asia is seeking a skilled Service Performance Analyst in Malaysia to lead SLA governance, performance tracking, and reporting for client accounts. The role involves RCA, remediation plans, and transparent communication with stakeholders.

You will collaborate with function leads, build dashboards in Excel/Power BI, and present insights to drive decisions. 6–8 years of relevant experience and strong bilingual communication are required.

Qualifications

• 6–8 years of relevant experience in service performance, financial analysis, or project/account management.
• Excellent communication skills in Mandarin and English.
• Strong proficiency in data analysis tools (e.g., Excel, Power BI) and presentation tools (e.g., PowerPoint).

Responsibilities

• Lead governance of SLAs, including performance tracking, reporting, and escalation management.
• Conduct root cause analysis (RCA) and implement remediation plans for missed SLAs.
• Ensure timely and accurate reporting to internal and external stakeholders, focusing on transparency and continuous improvement.
• Collaborate with function leads and team leads to resolve incidents, manage escalations, and improve service outcomes.
• Facilitate regular performance review meetings and communicate SLA results to stakeholders.
• Analyze service performance data to identify trends, inefficiencies, and opportunities for improvement.
• Propose and drive initiatives that enhance operational efficiency, productivity, and customer satisfaction.
• Translate complex data into clear, impactful presentations and reports for decision-making.
• Support financial performance tracking and analysis related to service delivery.
• Conduct ad-hoc analysis to support strategic planning and management decisions.
• Develop and maintain dashboards, scorecards, and executive-level reports.
• Present insights and recommendations to diverse audiences.

Skills

Stakeholder management

Analytical thinking

Communication skills

Client-facing experience

Tools

Excel

Power BI

Job description

Accenture Southeast Asia is seeking a skilled Service Performance Analyst in Malaysia to lead SLA governance, performance tracking, and reporting for client accounts. The role involves RCA, remediation plans, and transparent communication with stakeholders.

You will collaborate with function leads, build dashboards in Excel/Power BI, and present insights to drive decisions. 6–8 years of relevant experience and strong bilingual communication are required.