About this role
1. Performance Monitoring
• Monitor daily AMS operational performance and service delivery. • Track key operational KPIs and Service Level Agreements (SLAs). • Identify service gaps, delays, and operational issues affecting performance. • Escalate critical issues to the relevant operational teams. 2. Data Analysis & Reporting
• Prepare daily, weekly, and monthly performance reports. • Analyze operational trends and identify root causes of performance issues. • Develop dashboards and performance metrics for management. • Ensure the accuracy and integrity of operational data. 3. Service Level Management
• Monitor SLA compliance across all AMS operations. • Coordinate with Operations, Monitoring, FLM, and CPC teams to improve service performance. • Follow up on overdue service requests and unresolved operational issues. • Support initiatives to improve customer service performance. 4. Continuous Improvement
• Recommend process improvements based on performance analysis. • Identify operational inefficiencies and propose corrective actions. • Participate in process optimization and quality improvement projects. • Monitor the implementation of corrective and preventive actions. 5. Coordination & Communication
• Coordinate with Branch Operations, Monitoring Center, Logistics, Technical Support, and Customer Service. • Provide performance updates to management. • Support operational meetings with data analysis and performance presentations. • Assist in resolving customer escalations related to operational performance. 6. Documentation & Compliance
• Maintain complete operational performance records. • Ensure reports comply with company standards and customer requirements. • Support internal and external audits related to operational performance. • Ensure adherence to company policies and operational SOPs.