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Global Client Performance Manager
Chain IQ Group AGGovernance & Risk Lead at Chain IQ responsible for S2C and P2P service delivery excellence. Collaborating closely with internal teams to manage risks and ensure quality compliance.
About the role
Key responsibilities & impact- Oversee end-to-end service delivery across S2C and P2P processes, ensuring productivity, capacity utilization, and throughput
- Monitor, analyze, and report on KPIs, SLAs, and SPIs to ensure transparent and effective performance management
- Identify underperformance and define structured remediation actions, including root cause analysis, corrective measures, and timelines
- Lead and manage ad-hoc projects addressing operational, performance, or delivery-related topics
- Manage client satisfaction and feedback processes, including CSAT analysis and root cause identification
Requirements
What you’ll need- Bachelor’s degree in Business Administration, Operations, Finance, Supply Chain, or a related field
- Proven experience in service delivery management, operations, or performance management within regulated or complex environments
- Solid experience with S2C and/or P2P processes and managed service delivery models
- Demonstrated experience in performance management using KPIs, SLAs, and SPIs
- Strong background in risk management, internal controls, audit coordination, and compliance topics
- Experience managing operational escalations and client-facing issue resolution
Benefits
Comp & perks- Dynamic and international environment
- Great Place to Work-certified
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
service delivery managementperformance managementKPI analysisSLA managementSPI reportingroot cause analysisrisk managementinternal controlsaudit coordinationclient issue resolution
Soft Skills
leadershipcommunicationanalytical thinkingproblem-solvingclient managementproject managementorganizational skillsfeedback managementremediation planningcapacity utilization