Supervisor, GBS Global Process – Customer Care

Job Description :

Work Schedule

Environmental Conditions

About Thermo Fisher Scientific:

Thermo Fisher Scientific Inc. (NYSE: TMO) is the world leader in serving science, with more than $30 billion of revenue. Each one of our 100,000 extraordinary minds has a unique story to tell. Join us and contribute to our singular mission-enabling our customers to make the world healthier, cleaner and safer.

When you are part of the team at Thermo Fisher Scientific, you'll do important work, like helping customers in finding cures for cancer, protecting the environment or making sure our food is safe. Your work will have real-world impact, and you'll be supported in achieving your career goals.

Job Title: Supervisor, GBS Global Process - Customer Care

Reports To: Senior Manager, Global Process Lead - Customer Care

Group/Division: Global Business Services

Career Band: 6

Job Track: People Manager

Location: India - Bangalore

The Supervisor, GBS Global Process, is responsible for ensuring strong process governance, audit readiness, and continuous improvement across the supported business groups. This role partners closely with GBS Operations Leaders, Process Experts and cross-functional stakeholders to maintain process integrity, support operational excellence initiatives, and oversee key process documentation and performance metrics. The supervisor also leads small-scale migration projects, supports digital enablement efforts, and manages a team focused on process standardization and governance.

Key Responsibilities:

People Management

• Supervise and guide the process governance team in the Bangalore Office.
• Provide coaching, mentoring, and development planning to enhance team capabilities.
• Assign tasks, manage workloads, and ensure delivery of high-quality outputs.
• Conduct performance assessments and support career development of team members.
• Promote a collaborative, inclusive, and high-performance team culture.

Performance Measurement & Reporting

• Maintain the Business Group KPI Library to ensure accurate and up-to-date performance metrics.
• Support the development and refinement of KPIs and SLAs for operations.
• Lead the set-up and revision of performance dashboards for business leaders.
• Monitor business-specific process performance metrics and provide regular insights to stakeholders.

Process Documentation & Repository Management

• Oversee the creation, updating, and maintenance of process documentation for the supported business groups.
• Maintain critical process and data repositories for the business.
• Ensure documentation accuracy and accessibility for partners and stakeholders.

Continuous Improvement & Operational Excellence

• Partner with operations to support productivity improvement initiatives and projects.
• Facilitate business-specific continuous improvement and automation projects.
• Lead small-scale process migration projects from planning through execution.
• Support the delivery of digital enablement projects in collaboration with technical and operational teams.
• Collaborate with teams to drive process transformation and performance improvements within Customer Care

Process Governance & Audit Management

• Facilitate internal process audits for the supported business groups.
• Serve as the primary point of contact for GBS Operations Leaders regarding GPO support needs.
• Support audit preparation activities and ensure timely follow-through on compliance audit findings.
• Provide final sign-off on process changes within the CC operations.
• Maintain the Business Group Audit Schedule Repository.

Minimum Requirements/Qualifications:

• +5 years experience within a shared services environment or in a consulting capacity
• Bachelor's degree in Business, Operations Management, Industrial Engineering, or related field.
• Experience in process management, operational excellence, or business operations.
• Strong understanding of process mapping, audit requirements, and KPI/SLA frameworks.
• Project leadership experience with cross-functional stakeholders.
• People leadership or supervisory experience preferred.
• Lean, Six Sigma, or related certification is an advantage.