Governance and Performance Specialist

**Who We Are**

**SUMMARY**

The Specialist, Governance & Performance is responsible providing business support in areas including but not limited to service delivery governance, service level performance measurement, management of account level change process, identifying and developing value creation opportunities for the client.

**KEY DUTIES & RESPONSIBILITIES**

People Leadership

Demonstrates strong, competent leadership for team members to guide them in reaching their full potential and meeting their objectives, which supports achievement of our corporate goals. Specifically, these responsibilities include but not limited to:

- Full involvement with recruiting talent.
- Provides mentoring, coaching and guidance to all team members.
- Objectively recommends compensation adjustments.
- Manages all aspects of performance.

Governance
- Prepares governance and performance materials including client report.
- Collaborates with relevant stakeholders to ensure data integrity of operations data within applicable databases for assigned account.
- Participates in client meetings to discuss client requirements. Develops and recommends solutions for client requirements. Facilitates the execution of client requirements with the account or product line team and the client.
- Audits account and product line team’s work execution to ensure compliance with factors including but not limited to internal processes and service delivery obligations.
- Identifies solutions to implement changes in internal processes and technologies for the assigned account. Collaborates with the account and product line team to implement changes.

Service Level Performance Measurement
- Collaborates with the client and account or product line leaders to identify and establish performance metrics, baseline levels and improvement targets.
- Implements and communicates performance metrics, expectations and requirements to account and product line team.
- Compiles, monitors, measures, analyzes and reports performance results.
- Conducts root cause analysis and identifies business issues contributing to performance gaps.
- Recommends solutions to remediate performance gaps and resolve business issues.
- Collaborates with account and product line leaders to develop action plans to remediate performance gaps for and resolving business issues.
- Monitors action plan for progress.

Management of Account Level Change Process
- Provides business support for account level changes to meet client requirements by identifying impact and process changes.
- Conducts analysis including but not limited to process analysis and service delivery impact.
- Collaborates with relevant stakeholders to amend master services agreement.

Value Analysis
- Conducts value analysis, identifies, develops and recommends value creation and efficiency opportunities based on findings as well as understanding of clients’ business strategy and needs.
- Creates and submits business cases for account and product line leader approval.
- Participates in client meetings with the account and product line leader to obtain approval of recommendation.
- Supports the development of roadmaps to achieve client requirements for greater value creation. Develops and recommends options to support the implementation of roadmaps.

Process Improvement & Strategic Initiatives
- Supports process improvement efforts. Participates in business process audits and analysis to determine process effectiveness and to identify areas for improvement. Participates in the review, development and refinement of business processes. Leads the implementation, facilitates the adoption of processes and monitors for compliance for the assigned account.
- Supports strategic initiatives by conducting value analysis, recommending solutions and developing plans to achieve desired results. Monitors the execution of strategic initiative plans to ensure proper execution and achievement of desired outcomes.
- Supports innovation initiatives through activities including but not limited to maintaining current awareness of industry trends and practices, conducting analysis, utilizing out-of-box thinking to develop and recommend innovative solutions.
- Participates in Strategic Information Management Council to share best practices. Leverages and implements best practices within assigned account.

Reporting and Analysis
- Executes and delivers client reporting and analytical requirements as well as reporting and analysis for quarterly business reviews.

**KNOWLEDGE & SKILLS**
- Min College diploma or equivalent.
- 1-5 years of strategic analysis, business analysis or continuous improvement work experience.
- Exceptional business acumen.
- Expert level business and strategic analytical abilities.
- Creative, innovative, out-of-the-box thinker.
- Exceptional problem solving and solution identification and development abilities.
- Exceptional organizational, multi-tasking abilities.
- Expert level ability to influence and persuad