Director, Service and Performance Management

Key Responsibilities

What is expected of you and others at this level

• Provides leadership to managers and experienced professional staff; may also manage front line supervisors
• Manages an organizational budget
• Develops and implements policies and procedures to achieve organizational goals
• Assists in the development of functional strategy
• Decisions have an extended impact on work processes, outcomes, and customers
• Interacts with internal and/or external leaders, including senior management
• Persuades others into agreement in sensitive situations while maintaining positive relationships

Service Performance & Quality Oversight

• Develop and manage a GBFS-wide performance management framework across service lines
• Define and monitor SLAs, KPIs, and business outcome metrics
• Lead the quality assurance program and ensure integration with performance root cause analysis

Workforce Optimization & Planning

• Oversee workforce planning, forecasting, and real-time service monitoring
• Enable proactive staffing adjustments aligned with demand and service-level goals
• Drive improvements in productivity, utilization, and workforce efficiency

Performance Insights & Analytics

• Build and lead a performance insights team delivering executive-ready dashboards and trends
• Establish data-driven routines for surfacing service risks and opportunities
• Provide forward-looking views to inform operational and strategic decision-making

Knowledge Management

• Own the GBFS knowledge management strategy, tools, and governance
• Ensure SOPs, process documentation, and knowledge assets are current, accessible, and embedded in operations
• Partner with delivery and transformation teams to drive continuous learning and onboarding enablement

Change & Transformation Support

• Support the integration of GBS and GFSS into GBFS through standardized performance practices
• Drive continuous improvement initiatives through performance root cause data and best practice sharing
• Collaborate across operations, transformation, and vendor management teams to enable systemic improvements

Qualification & Requirements

Qualifications

• 10+ years of experience in service delivery, performance management, shared services, or workforce/quality operations
• Proven experience leading multi-functional teams, with a strong track record in quality, workforce, analytics, or KM
• Strong understanding of service delivery models in captive and global environments
• Ability to translate data into insights and business recommendations
• Strong budget management and organizational planning capabilities
• Exceptional collaboration and communication skills

Preferred Tools/Systems Experience:

• Workforce management systems (e.g. Verint)
• Reporting tools (e.g., PowerBI, Tableau)
• KM platforms (e.g., SharePoint, Confluence, or equivalent)
• Quality monitoring tools and service management systems

Benefits

No information available.