Operations Performance Instrumentation Analyst (PMI Analyst) at Fort Knox Group

Key Responsibilities

Performance Monitoring & SLA Management

• Develop, implement, and monitor company-wide KPIs and Service Level Agreements (SLAs) 
• Engage departments to ensure alignment and sign-off on performance metrics 
• Track and evaluate performance across departments and divisions 

Data Analysis & Reporting

• Analyze operational and performance data periodically and on demand 
• Identify trends, inefficiencies, and performance gaps 
• Prepare and present monthly, quarterly, and annual performance reports 
• Report performance declines and recommend corrective actions 

Process Improvement

• Identify operational risks and propose actionable solutions 
• Recommend improvements to existing processes and performance frameworks 
• Support implementation of new measurement and monitoring systems 

Documentation & Governance

• Develop and maintain company-wide operational manuals, KPIs, and SLA documentation 
• Ensure regular updates and stakeholder sign-offs on all process documentation 
• Communicate updates and changes across relevant teams 

Requirements/Educational Qualification:

• Bachelor’s degree in Business Management, Statistics, or a related field 

Experience:

• Minimum of 2 years experience in performance management, data analytics, or instrumentation 
• Strong understanding of performance measurement and reporting frameworks 
• Strong analytical and problem-solving skills 
• Proficiency in Microsoft Office or Google Workspace 
• Experience with CRM tools (e.g., Oracle NetSuite, HubSpot) and SQL is an advantage 
• Excellent report writing and data visualization skills 
• Strong communication and stakeholder management abilities 
• Attention to detail and strong documentation skills 
• Ability to work independently and collaboratively