Manager, GBS Customer Care Operational Excellence & Governance
Core
Leading governance, knowledge management, business intelligence, and process management capabilities for Global Business Services (GBS) Customer Care operations.
Role type
Manager, Operational Excellence & Governance
Builds
Governance frameworks, process taxonomies, KPI libraries, and business intelligence insights for global Customer Care.
Domain
Life Sciences / Shared Services / Process Governance
Required skills
People leadership, process governance, knowledge management, business intelligence, change management, KPI/SLA governance, policy development, audit/compliance oversight
Preferred skills
Promapp experience, audit/compliance background, global Customer Care operations experience
Technologies
Promapp
Responsibilities
Lead and develop Knowledge Retention, Business Intelligence, and tactical governance teams; Own and improve the Customer Care process governance framework; Oversee process taxonomy and Promapp governance; Lead development of governance standards and process change management approaches; Provide strategic oversight of Knowledge Retention and Business Intelligence; Own governance of the Customer Care KPI library; Partner with stakeholders to drive standardization and operational excellence; Identify governance risks and improvement opportunities.
Seniority
Manager, hands-on leadership