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.<...