Hub Performance Manager

1 week ago

Cape Town, Western Cape, South Africa Albida Full time R900 000 - R1 200 000 per year

One of our customers is looking for a Hub Performance Manager to lead the development of performance metrics to address efficient, high-quality process delivery throughout the Hub team. You will be identifying and facilitating performance improvement

This role will be responsible for reporting on Hub performance through operations reviews, including SLA and KPI performance reporting. Managing the service escalation pathway to ensure all issues are appropriately resolved and the agency team is heard.

Role Overview

As a
Workday Financials Consultant
, you'll be responsible for:

  • Development and publication of monthly metrics into the Hub performance and end-to-end business process performance.
  • Track, monitor, and report on SLA performance.
  • Manage the live status reporting of the company's Support ticketing across all service lines and quality tracking.
  • Hub efficient and quality of delivery reporting. Highlight opportunities to improve.
  • Manage the escalation pathway, ensuring that all escalation issues are captured in the ticketing system and the status is reported.
  • Escalation follow-up to ensure closure is based on both specific issue resolution and the underlying root cause is identified and appropriate remediation actions to process, training tracked and completed.
  • Drive agenda of improvement enabling the local agency teams to feel heard and improvement to be delivered.
  • Coaching of the team, supporting the supervisors, to deliver improved quality. Ensuring executed process tasks reflect process documents.

What We're Looking For

  • 3+ years of
    finance & accounting experience
    .
  • Experience in a Shared Service Centre
    preferred.
  • Driven by progress and improvement, demonstrating curiosity, resilience, and self-motivation to enhance financial insights and business performance.
  • Strong analytical skills, expert in Excel and commercial analysis, with experience managing large data sets, identifying trends, and making data-driven recommendations. Open to learning Power BI or other BI tools.
  • Great team player but independent, able to collaborate effectively while also taking initiative and working autonomously.

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