Performance Specialist

Chroma Hospitality, Inc.

Muntinlupa

On-site

PHP 600,000 - 1,200,000

Full time

5 days ago

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Job summary

Chroma Hospitality, Inc. is seeking a Performance Specialist to support the Corporate Administrative Services team. You will monitor, analyze, and report service performance, ensure SLA/KPI compliance, and drive process standardization.

The role involves dashboard creation and supporting project rollouts under the head’s direction. Responsibilities include developing dashboards, preparing performance reviews, and ensuring 100% on-time submissions with high data accuracy.

Qualifications

Bachelor’s degree in any field with training in performance analytics and reporting
Experience with SLA/KPI governance
Process documentation/SOP development and standardization

Responsibilities

Develop and maintain dashboards for CAS service performance.
Assist in creating dashboards and preparing monthly/quarterly performance reviews.
Analyze monthly and quarterly data for timeliness, accuracy, and completeness.
Prepare executive-ready reports highlighting trends, lowlights, and improvement actions.
Monitor SLA adherence across CAS workstreams and track KPI metrics.
Support governance reviews and monthly service performance meetings.
Document CAS processes and update SOPs for all service areas.
Drive process standardization initiatives to improve turnaround time.
Collect and analyze customer feedback for CAS services and maintain CSAT.
Initiate Continuous Improvement projects and conduct quarterly deep dives on service performance.

Skills

Analytical thinking

Dashboards

SLA/KPI governance

Education

Bachelor’s degree

Tools

Power BI

Excel

Job description

Job Description:

Job Summary

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