Sr. Analyst, GBS Global Process – Customer Care

Performance Measurement & Reporting

• Maintain the Business Group KPI Library and ensure metrics are accurate and up to date.
• Support the development and refinement of KPIs and SLAs.
• Build and update performance dashboards for business leaders.
• Monitor process performance and share insights with global stakeholders.

Process Documentation & Repository Management

• Develop, update, and maintain process documentation for supported business groups.
• Maintain critical process and data repositories.
• Ensure documentation accuracy, consistency, and accessibility for global teams.

Continuous Improvement & Operational Excellence

• Support productivity, efficiency, and automation initiatives.
• Lead small-scale process migration projects from planning to execution.
• Support digital enablement projects with technical and operations teams.
• Partn...

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