A major Belgian bank is establishing a Partnership Office to manage performance for an outsourced Client Service Center. As a Service Performance Officer, you will build the data and governance needed to monitor SLAs/KPIs across five service domains, using Data Analytics, Power BI, and advanced Excel. The role combines performance management, reporting quality control, and volume forecasting for capacity planning within Belgium’s banking sector.
The mission
The Partnership Office is setting up the performance management framework for outsourced client service activities. You will translate the partnership agreement into measurable SLAs/KPIs, identify and source the relevant operational data, and establish reliable reporting processes. The work includes defining targets and KPI weightings, validating reported figures, and ensuring that performance dashboards are clear and usable.
Reporting to the Head of Service Management, you will own the performance setup from data collection through analysis and follow-up. You will work with five domain experts and the outsourcing partner to identify performance trends, understand root causes, and assess proposed remediation. The role sits in a small team that is still working in project mode, so you will be expected to organise your own deliverables and contribute practical improvements to the setup.
Your responsibilities
- Establish SLAs/KPIs, data definitions, targets, and weightings for the outsourced Client Service Center activities.
- Gather, transform, and analyse operational data using appropriate data sourcing techniques and advanced Excel skills in banking-related performance analysis.
- Validate reported figures, implement controls for data correctness, and support reliable Power BI performance dashboards.
- Analyse underperformance across five service domains, challenge root-cause assessments, and follow up on proposed remediation with relevant stakeholders.
- Build a forecasting system for capacity planning by incorporating activity volumes and expected future changes.
- Coordinate performance deliverables independently, meet agreed timelines, and improve the reporting approach with the wider team.
Your profile
Essential skills
- Bring at least 6 years of relevant experience in Data Analytics, with the ability to turn raw operational data into management information.
- Understand banking processes and how service performance is measured in a regulated financial environment.
- Apply advanced Excel skills for data preparation, analysis, and reconciliation.
- Have basic Power BI capability or the willingness to learn the tool quickly and apply it to performance reporting.
- Combine strong analytical and synthesis skills with clear communication and influencing abilities.
- Work autonomously, take ownership of deliverables, and collaborate effectively in a multicultural project team.
- Approach new business processes and technical skills proactively, with commitment and perseverance.
Preferred skills
- Experience defining and managing SLAs/KPIs, performance targets, or service governance frameworks.
- Knowledge of Know Your Customer processes in banking.
- Experience with forecasting, volume analysis, or capacity planning.
- Experience designing performance dashboards for operational stakeholders.
- Familiarity with data sourcing and transformation techniques.
Languages
- Dutch: B2, good working proficiency
- French: C1, fluent
- English: C1, fluent
Education
- Master’s degree in statistics, mathematics, engineering, or another quantitative discipline. Equivalent experience with substantial knowledge of analytics may also be considered.