Performance Analyst

Job Summary:

CAS-SLM Peformance Analyst

Duties and Responsibilities:

1.  Performance Analytics & Reporting

• Develop and maintain dashboards for CAS service performance.
• Assist the Service Level Manager in creating dashboards and preparing monthly and quarterly performance reviews.

2.  SLA, KPI & Governance Management

• Monitor SLA adherence across CAS workstreams (Assets & Supplies, Transportation, Facilities, Records, Billing).
• Track KPI metrics and escalate breaches.
• Support governance reviews and monthly service performance meetings.

3.  Process Management & Standardization

• Document CAS processes and update SOPs for all service areas.
• Drive process standardization initiatives to improve turnaround time (TAT).

4.  Customer Experience & Feedback Management

• Collect and analyze customer feedback for CAS services.

Technical Competencies and Skills:

• Strong analytical and reporting skills (Excel and Power BI)
• Process documentation and SOP development experience
• Excellent communication and stakeholder management skills
• Continuous improvement mindset (Lean Six Sigma is a plus)

Education, Training and Licenses Required:

• Any Bachelor's Degree
• Preferred with work experience (Less than a year of experience is fine as long as tech savvy)
• With experience in Data analytics, Process improvement
• Service management principles are essential data analytics.