Analyst, GBS Global Process - Customer Care

Job Description :

Work Schedule

Environmental Conditions

Role Summary

The Analyst, GBS Global Process, supports process governance, audit readiness, and continuous improvement across supported business groups. This role partners closely with GBS Operations Leaders, Process Experts, and cross-functional stakeholders to help maintain process integrity, support operational excellence initiatives, and manage process documentation and performance tracking. The specialist contributes to process standardization, supports migration and digital enablement initiatives, and drives insights through data and performance monitoring.

Key Responsibilities

Process Governance & Audit Support

• Support internal process audits for supported business groups.
• Assist in audit preparation activities and track closure of audit findings.
• Act as a point of contact for GBS Operations teams for process-related queries.
• Ensure adherence to process governance standards and compliance requirements.
• Maintain and update the Business Group Audit Schedule Repository.

Performance Measurement & Reporting

• Maintain the Business Group KPI Library with accurate and up-to-date metrics.
• Support development and refinement of KPIs and SLAs.
• Assist in creating and updating performance dashboards for stakeholders.
• Monitor process performance metrics and provide insights to support decision-making.

Process Documentation & Repository Management

• Create, update, and maintain process documentation for supported business groups.
• Ensure process documentation is accurate, standardized, and accessible.
• Maintain process and data repositories in line with governance standards.

Continuous Improvement & Operational Excellence

• Support productivity improvement and operational excellence initiatives.
• Participate in continuous improvement and automation projects.
• Assist in process migration activities including documentation, transition, and stabilization.
• Support digital enablement initiatives in collaboration with technical teams.
• Contribute to process standardization and transformation efforts within Customer Care.

Stakeholder Collaboration

• Work closely with operations teams, process experts, and global stakeholders.
• Provide data-driven insights and recommendations to improve process performance.
• Support communication and alignment across global teams.

Minimum Requirements / Qualifications

• 3-5 years of experience in a shared services environment or consulting role.
• Bachelor's degree in business, Operations Management, Industrial Engineering, or related field.
• Experience in process management, business operations, or operational excellence.
• Strong understanding of process mapping, audit frameworks, and KPI/SLA management.
• Experience working on cross-functional continuous improvement projects.
• Lean, Six Sigma, or similar certification is an advantage.