Service Performance & Analytics Specialist

Chroma Hospitality, Inc.; Muntinlupa; Sur place; PHP 600 000 - 1 200 000; Plein temps

Résumé du poste

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

Responsabilités

• 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.

Connaissances

Analytical thinking

Dashboards

SLA/KPI governance

Formation

Bachelor’s degree

Outils

Power BI

Excel

Description du poste

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.