Performance and Service Management Analyst

2 months ago

Kuala Lumpur, Malaysia BD Full time

**Job Description Summary**: Job Description Summary

The Performance and Service Management Analyst is responsible for providing analysis and reporting on Global Business Services (GBS) operational performance and service levels. The role will work closely with GBS leadership to ensure consistent service delivery is maintained and improved over time. This role will also provide recommendations and drive actions to deliver better business outcomes

**We are the makers of possible**

BD is one of the largest global medical technology companies in the world. Advancing the world of health is our Purpose, and it’s no small feat. It takes the imagination and passion of all of us—from design and engineering to the manufacturing and marketing of our billions of MedTech products per year—to look at the impossible and find transformative solutions that turn dreams into possibilities.

We believe that the human element, across our global teams, is what allows us to continually evolve. Join us and discover an environment in which you’ll be supported to learn, grow and become your best self. Become a maker of possible with us.

**Responsibilities**:
**PERFORMANCE and SERVICE MANAGEMENT**
- Collaborate with GBS leadership, stakeholders, and BPO vendor to ensure performance and service levels meet expectations and contractual obligations.
- Monitor and report out on Service Provider compliance with critical Service Level Agreement performance indicators (CPIs, KPIs, GPIs).
- Develop and maintain a framework for monitoring and reporting on GBS performance and service levels.
- Design, build, and maintain executive-level performance dashboards and reports.
- Conduct regular reviews of performance and service level metrics with GBS leadership and stakeholders to identify areas for improvement and track progress against improvement goals.
- Collaborate with GBS teams to identify root causes of performance and service level issues and drive actions to address those issues.
- Participate in contract solicitations and renewals in close collaboration with Performance Management, Process Owners, Procurement, and Legal.
- Generate dashboards and reports for Tower Leads and C-Suite level briefings.
- Maintain/enhance tools for use in vendor management, including vendor tracking, analytics and performance management tools.

**CONTRACT MANAGEMENT**
- Monitor Service Provider compliance with contractual deliverables and obligations.
- Capture potential value leakage and/or service level credits with VMO and Procurement organizations.
- Log, review, and track status of contract related issues; resolve and escalate as needed.

**Qualifications**:

- Bachelor's degree in Business, Finance, or a related field.
- 2-5 years of experience in performance and service management in a GBS environment.
- Strong knowledge of industry standards and best practices related to BPO services.
- Knowledge of End-to-End Business Processes (e.g., Source to Pay, Quote to Cash)
- Strong analytical skills with the ability to identify trends and patterns in data.
- Experience with data visualization tools (Power BI).
- Ability to work collaboratively with cross-functional teams and stakeholders.
- Strong communication skills, with the ability to present complex data in a clear and concise manner.
- Strong project management skills, with the ability to manage multiple projects and priorities simultaneously.

For certain roles at BD, employment is contingent upon the Company’s receipt of sufficient proof that you are fully vaccinated against COVID-19. In some locations, testing for COVID-19 may be available and/or required. Consistent with BD’s Workplace Accommodations Policy, requests for accommodation will be considered pursuant to applicable law.

**Why Join Us?**

A career at BD means being part of a team that values your opinions and contributions and that encourages you to bring your authentic self to work. It’s also a place where we help each other be great, we do what’s right, we hold each other accountable, and learn and improve every day.

You will learn and work alongside inspirational leaders and colleagues who are equally passionate and committed to fostering an inclusive, growth-centered, and rewarding culture. You will have the opportunity to help shape the trajectory of BD while leaving a legacy at the same time. And through the organization’s investment in BD University, you will continually level up your tech skills and expertise.

To find purpose in the possibilities, we need people who can see the bigger picture, who understand the human story that underpins everything we do. We welcome people with the imagination and drive to help us reinvent the future of health. At BD, you’ll discover a culture in which you can learn, grow and thrive. And find satisfaction in doing your part to make the world a better place.

Becton, Dickinson and Company is an Equal Opportunity/Affirmative Action Employer. We do not unlawfully discrimi

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