Performance Analytics & Governance Specialist

Filinvest Business Services Corporation; Manila; On-site; PHP 500,000 - 750,000; Full time

Job summary

Filinvest Business Services Corporation is seeking a Performance Specialist to support the Corporate Administrative Services team by monitoring, analyzing, and reporting service performance, ensuring SLA/KPI compliance, and driving dashboard creation.

You will contribute to process standardization, maintain governance documentation, collect customer feedback, and lead continuous improvement initiatives with measurable adoption targets.

Qualifications

• Bachelor's degree in any field.
• Training in performance analytics and reporting.
• SLA/KPI governance experience or theory.
• Process documentation/SOP development experience.

Responsibilities

• Develop and maintain dashboards for CAS service performance.
• Monitor SLA adherence and KPI metrics across CAS workstreams; escalate breaches.
• Document CAS processes and update SOPs; drive standardization to reduce turnaround time.
• Collect and analyze customer feedback; maintain CSAT score.
• Lead continuous improvement initiatives and quarterly deep dives on service performance.
• Support data management, version control, and archival efforts.

Skills

Analytical thinking

Reporting

SLA/KPI governance

Stakeholder communication

Education

Bachelor's degree

Job description

Filinvest Business Services Corporation is seeking a Performance Specialist to support the Corporate Administrative Services team by monitoring, analyzing, and reporting service performance, ensuring SLA/KPI compliance, and driving dashboard creation.

You will contribute to process standardization, maintain governance documentation, collect customer feedback, and lead continuous improvement initiatives with measurable adoption targets.