Taguig City, Philippines





Job ID


Organizational background: Global Design & Innovation (D&I) Team within Integrated Business Services (IBS) of PMI drives the execution of IBS strategy related to continuous improvements, efficiencies, optimization & productivity on a global scale across all processes and services. That involves leading the components of operational excellence & quality, service performance (KPI) management, knowledge management, automations (Automation Factory / RPA), process mining & process analytics, governance of business process lifecycle (BPLM), as well as service delivery industry benchmarks. On top, D&I is accountable for bringing innovations in terms of agile, design thinking methods to rapidly prototype new digital business services and solutions. Areas of focus include 3rd party vendor management and user experience / user interface management to help make it easy and convenient for everyone to interact with IBS & eliminating complexities. Scope and purpose of the program: • Performance Management is a key program enabling the success of IBS organization related to managing service delivery, quality and timeliness for customers. • The program provides a holistic and strategic overview of the organizational service effectiveness and efficiency against IBS’ strategic objectives. • It aims at measuring Key Performance Indicators (KPIs), comparing process-, centers- and markets- performance internally and externally (benchmarking), and driving projects to improve the quality & performance to achieve enhanced efficiency, effectiveness levels. • That includes, but is not limited to monitoring, reporting KPIs / metrics, automating KPI calculations towards a “zero workload” environment, driving root cause analyses, trend and forward-looking analyses, correlation analyses, corrective & preventive actions, governance & reviews, as well as driving organization towards achieving targets. • In addition, enabling to achieve objectives with continuously lower cost, mitigated risks, for stakeholders & customers. Scope of the role: The objective of Senior Performance Management Specialist role is to drive the facilitation of entire program globally with co-accountability for achieving results, to manage all governance reviews, improvement projects. The person will work with business stakeholders at senior levels (Global Process Leads), creating and updating KPI and Performance Management framework, standards, policies, deploying global tools, driving towards setting targets, aligning with market and industry benchmarks, enabling benchmarks to best practices from other companies.   Main responsibilities: • Drive setting up / governing full end to end KPI measurement system for IBS globally including coordinating projects and improvements. • Manage governance of regular performance reviews. Ensure right KPIs are defined and cascaded to individual processes with alignment to IBS’ objectives, including targets. • Ensure governance of KPI / metrics including regular revision of their relevancy in line with IBS’ strategy. Drive standardized approach to KPI definition and calculation with alignment to market standards ensuring benchmarkable results. • Drive global IBS Performance Management program to achievement of targets. • Explain trends, drive Root Cause Analyses, Corrective & Preventive Actions, identify areas of improvements. • Act as escalation point for missed delivery, support continuous improvement of the services. • Enable and coordinate benchmarking, both external and internal. • Ensure full automation of KPI measurement system. Ensure complete documentation of KPIs. • Play a key role in coordinating projects globally across IBS. • Ensure solid relationships with key stakeholders. Skills: • 2+ years within performance management & KPI programs within SSC/BPO industry • 2+ experience in large-scale project in global environment with numerous stakeholders • Experience in Finance • Excellent interpersonal, negotiation, influencing & communication skills • Excellent data analysis and presentation skills • Critical thinking, discipline, self-starter, independent, strong planning and priority setting • Customer focus and result-orientated