Service Performance Officer – Data Analytics & SLA Management

Key Responsibilities

- Set up and manage SLAs and KPIs in collaboration with Accenture Operational Customer Services (AOCS) to monitor outsourced Client Service Center performance.
- Define new performance indicators where required, identify relevant data sources, and gather, transform, and analyze data.
- Define and negotiate performance targets and KPI weightings with stakeholders.
- Independently coordinate the end-to-end setup of SLA/KPI reporting and ensure timely delivery.
- Validate and challenge AOCS performance reporting, ensuring data quality and accuracy, and develop dashboards to monitor reporting correctness.
- Analyze performance trends, identify recurring issues, and work with domain experts and AOCS to perform root-cause analysis and define remediation actions.
- Act as the key contact for performance management between BNP Paribas Fortis and AOCS, ensuring transparent and user-friendly performance reporting.
- Develop and maintain a volume forecasting system to anticipate future changes and support capacity planning at AOCS.
- Contribute ideas and improvements within a small, dynamic team operating in a project-oriented environment.




- Work closely with business and operational stakeholders to understand underlying processes and translate data insights into actionable improvements.

Experience Required

- 6+ years of relevant experience in Data Analytics, performance management, or a related analytical role.
- Master's degree in Statistics, Mathematics, Engineering, or another quantitative discipline; equivalent analytical background is also considered.
- Strong hands-on experience with Advanced Excel.
- Basic knowledge of Power BI or the ability and willingness to learn it quickly.
- Proven experience in data gathering, transformation, analysis, KPI development, reporting, and dashboarding.
- Experience defining, monitoring, and challenging SLAs/KPIs and performance targets is highly desirable.
- Previous experience in the banking sector is mandatory.
- Knowledge of Know Your Customer (KYC) processes is an advantage.
- Fluent French and English, with good Dutch.
- Strong communication, influencing, analytical, and stakeholder-management skills.
- Proactive, autonomous, structured, and comfortable working in a dynamic multicultural environment.

📌 Service officer (España)
🏢 OPTIMUS IT SERVICES
📍 España