Performance 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

Job Summary

The Performance Specialist supports the Corporate Administrative Services team by monitoring, analyzing, and reporting service performance. The role ensures compliance with SLAs and KPIs, drives process standardization, assists in dashboard creation, and supports project rollouts as directed by the immediate head.

Duties and Responsibilities

• PerformanceAnalytics & Reporting
  • Develop and maintain dashboards for CAS serviceperformance.
  • Assist the Service Level Manager in creatingdashboards and preparing monthly and quarterly performance reviews.
  • Analyze monthly and quarterly data for timeliness,accuracy, and completeness.
  • Prepare executive-ready reports highlightingtrends, lowlights, and improvement actions.
  • Ensure 100% on-time submission of dashboards with≤2% error rate and full data completeness.
• SLA, KPI &Governance Management
  • Monitor SLA adherence across CAS workstreams(Assets & Supplies, Transportation, Facilities, Records, Billing).
  • Track KPI metrics and elevate breaches.
  • Support governance reviews and monthly serviceperformance meetings.
  • Maintain compliance documentation and ensure zerooverdue reports.
• ProcessManagement & Standardization
  • Document CAS processes and update SOPs for allservice areas.
  • Drive process standardization initiatives to improve turnaround time (TAT).
  • Ensure 100% SOP rollout and audit compliance.
• CustomerExperience & Feedback Management
  • Collect and analyze customer feedback for CASservices.
  • Maintain ≥85% Customer Satisfaction (CSAT) score.
  • Generate insights reports and recommend actions toreduce repeat issues.
• ContinuousImprovement & Insights Generation
  • Initiate at least 2 Continuous Improvement (CI)projects per quarter.
  • Conduct quarterly deep dives on serviceperformance.
  • Recommend process enhancements and monitor adoptionrate (target: 70%).
• DataManagement & System Support
  • Ensure version control and backup compliance forCAS data.
  • Support digitalization initiatives (e.g., scanning,archiving).
  • Reduce retrieval time for records by 20% andmaintain 100% request closure within SLA.
• ProjectSupport
  • Assist in rolling out projects and initiatives asinstructed by the immediate head.

Provide analytical and administrative supportduring project implementation

Technical Competencies and Skills

Strong analytical and reporting capability with SLA/KPI governance expertise, process documentation proficiency, effective stakeholder communication

Education, Trainings and Licenses Required

Bachelor’s degree in any. with training in performance analytics and reporting, SLA/KPI governance, process documentation/SOP development