Sr. Analyst, GBS Global Process – Customer Care

Work Schedule

Standard (Mon-Fri)

Environmental Conditions

Office

Job Description

The Sr. Analyst, GBS Global Process, supports process governance, audit readiness, and continuous improvement across the business units served. The role works with GBS Operations Leaders, Process Experts, and cross-functional teams to maintain process integrity, handle documentation, measure performance, and improve process efficiency. The Senior Analyst also leads small-scale migration and digital enablement initiatives to support standardization across global sites.

Key Responsibilities

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.
• Partner with Customer Care and other teams to identify and drive process improvements.

Process Governance & Audit Management

• Facilitate internal process audits and ensure governance requirements are met.
• Act as a point of contact for GPO-related support needs.
• Assist with audit preparation and track remediation actions.
• Provide recommendations for final approval of process changes.

Minimum Requirements / Qualifications

• Proven experience in shared services or consulting.
• Bachelor’s degree in Business, Operations Management, Industrial Engineering, or related field.
• Experience in process management, operational excellence, or business operations.
• Knowledge of process mapping, audit requirements, and critical metric/SLA frameworks.
• Experience leading cross-functional projects.
• People leadership experience is a plus but not required.
• Lean, Six Sigma, or similar certification is preferred.