GBS is not about offshoring existing activities and processes to lower cost locations, but about delivering optimal global customer journeys from central resource pools to reduce complexity and improve customer satisfaction. Service Management is the key to success in GBS, leading with customer focus, Process/Knowledge management and Lean

Purpose of the role:
Lean and Service Management function will manage the service scope and performance across all process areas to all markets supported by GBS (regionally), in accordance with GBS policies and strategic objectives.  Implement a customer-oriented culture and ensure continuous improvement in performance and customer satisfaction. This function will also co-lead the development and maintenance of a long-range roadmap for Lean and Service Management
Process Analyst supports Lean and Service Management function to provide advice and analysis to the GBS Management Team to assist decision making, in line with rules, policies, procedures and legislation. Process Analyst identifies business needs and determines solutions to business problems working cross functions with different stakeholders and executives.