Performance Leader

We are looking for a highly analytical and structured Performance Leader to strengthen performance management across our Global Service Operations in IO and CEA.

This role is responsible for establishing robust governance, defining and structuring KPIs, driving deep performance analytics (including Pareto analysis), and ensuring disciplined follow-up on actions to create measurable business impact

The ideal candidate combines consulting rigor with hands-on service operations experience and has successfully driven productivity and efficiency improvements in operational environments.

This is a junior-to-mid level role (5+ years of experience), suited for a high-potential profile ready to take ownership of performance impact.

Key Responsibilities

1.

Performance Governance & Structure
• Design and implement a clear performance governance framework for Service Operations.
• Establish meeting cadence, reporting standards, and escalation processes with the Global Service team.
• Ensure alignment between KPIs and business objectives.
• Drive transparency and accountability across teams.

2.

KPI Design & Performance Management
• Develop and continuously refine a structured KPI framework.
• Ensure KPIs are measurable, actionable, and impact-driven.
• Create dashboards and reporting packs for weekly and monthly reviews.
• Standardize definitions, calculations, and data sources.

3.

Analytics & Performance Insights
• Conduct deep-dive analytics to identify root causes behind performance gaps.
• Perform Pareto analyses to identify the 20% drivers creating 80% of impact.
• Translate data into clear insights and prioritized recommendations.
• Support scenario modeling and forecasting where relevant.

4.

Productivity & Efficiency Improvement
• Drive productivity and efficiency initiatives within Service Operations.
• Identify waste, bottlenecks, and structural performance gaps.
• Quantify improvement potential and build data-driven business cases.
• Partner with operations to implement initiatives and track realized benefits.
• Measure impact and ensure sustainable performance improvements.

5.

Action Tracking & Impact Realization
• Drive structured follow-up on agreed action points.
• Track initiatives from analysis - decision - implementation - measurable impact.
• Ensure ownership, deadlines, and accountability are clearly defined.
• Quantify realized improvements and communicate outcomes.

6.

Stakeholder Collaboration
• Partner closely with our Zone Operation leaders and process and tools leaders in the zones
• Facilitate performance reviews and challenge constructively when needed.
• Translate complex analytics into clear, compelling narratives.
• Act as a bridge between operations, finance, and leadership.

Profile & Key Requirements

Experience
• 5+ years of relevant experience.
• Previous experience in consulting (strategy, operations, performance improvement).
• Experience working in Servic...