Head of GBS Service Excellence

Key Responsibilities

Service Management & Performance

• Own the GBS service management framework, including service catalogue, SLAs, KPIs, and governance
• Ensure consistent service standards and performance across all GBS service lines
• Monitor and improve service performance (quality, speed, cost, reliability)
• Lead service reviews and performance reporting

Customer Experience & Engagement

• Own end-to-end customer experience (CX) across all GBS touchpoints

Knowledge Management

• Own knowledge management strategy, framework, and governance
• Ensure high-quality, structured, AI-ready content

Digital Service Experience

• Own Digital User interface as the digital front door to GBS services
• Define user journeys, service access, and experience design
• Drive adoption, usability, and experience outcomes

Continuous Improvement (Service Layer)

• Use service data, feedback, and insights to drive continuous improvement
• Improve self-service adoption, resolution speed and customer satisfaction

Qualification & Requirements

• Extensive experience in GBS, shared services, or large-scale service organizations
• Proven leadership in service management, customer experience, or operations
• Strong digital / AI / tech understanding of GBS and its capabilities
• Strong record of improving SLAs, KPIs, CSAT, and NPS
• Experience leading digital and process transformation initiatives
• Familiar with digital service platforms and self-service models
• Skilled at managing teams in complex global matrix environments
• Experienced in engaging senior stakeholders across Finance, HR, and Commercial functions

Benefits

No information available.